Senior ServiceNow Developer

Overview

Quarter hill is seeking a Service Now Developer to join our team supporting a multi-agency Service Now instance built around custom-scoped applications for Facilities and Work Order management. This platform serves multiple tolling and transportation agency clients, each with distinct configurations, workflows, and reporting needs. You'll work on development, integration, and administration tasks across ITSM, custom scoped applications, and third-party integrations with network monitoring and automation platforms.

This role is well suited to someone who enjoys hands‑on troubleshooting, is comfortable working across both configuration and scripted logic, and wants to grow their skills in enterprise integration patterns.

What You'll Do

• Design, build, and maintain features within custom-scoped applications supporting multiple external agency clients
• Write and maintain Business Rules, Client Scripts, Script Includes, UI Policies, and ACLs, with attention to execution order and side effects (e.g., avoiding duplicate‑insert issues in before insert rules)
• Configure and troubleshoot SLA definitions (), including investigating stage/state transition issues and running bulk data remediation scripts
• Build and maintain integrations between Service Now and external systems, including:
• Event Management integrations (e.g., Zenoss or similar monitoring platforms), including constructing and validating structured JSON event payloads
• REST‑based integrations with tools like Power Automate/Power Platform, including OAuth troubleshooting
• Scripted REST APIs exposed for consumption by external systems or AI/automation tools
• Investigate and resolve data integrity issues (e.g., stale  references, orphaned or duplicate records) using diagnostic scripts before applying remediation
• Configure dynamic reference qualifiers, related lists, and dashboard/report widgets, including managing role-based access at scale
• Draft clear, client‑friendly documentation and root cause analyses (RCAs) that translate technical platform behavior into language non‑technical stakeholders can understand
• Support administration tasks across Windows and Linux environments as needed for integration and monitoring tooling
• Participate in Zurich (or current release) patching activities and help troubleshoot post‑patch issues (e.g., Customer Service Portal search behavior)

What We're Looking For

Required:

• 2–4 years of hands‑on Service Now development/administration experience
• Solid understanding of the Service Now scripting model (Business Rules, Client Scripts, Script Includes, Business Rule execution order, Glide Record/Glide Ajax)
• Experience with scoped application development
• Familiarity with ITSM core tables (Incident, Task, SLA) and how SLA/stage logic is calculated
• Experience building or consuming REST integrations (JSON payload construction, authentication troubleshooting)
• Comfortable writing background/fix scripts for data diagnostics and remediation, with a "diagnose before you fix" mindset
• Strong written communication skills — able to document technical root cause analysis clearly for both technical and non‑technical audiences

Nice to Have:

• Experience integrating Service Now with an event/monitoring platform (Zenoss, Solar Winds, or similar)
• Exposure to SNMP/MIB concepts in a network monitoring context
• Experience with Power Platform (Power Automate, Power Apps) integrations
• Service Now certifications (CSA, CAD, or similar)
• Experience supporting multi‑tenant or multi‑client instance configurations

Working Style We Value

• Methodical, evidence‑first troubleshooting — you write a diagnostic script before you write a fix
• Ownership mentality: willing to reconstruct data, dig into audit trails, and see problems through to resolution
• Ability to work across multiple client configurations without losing track of what's client‑specific vs. platform‑wide