Senior ServiceNow Developer; ITSM Specialist

Senior Service Now Developer

We are seeking a highly skilled Senior Service Now Developer with strong hands-on experience in implementing and customizing IT Service Management (ITSM) modules. The ideal candidate will have deep knowledge of Service Now development practices, a solid grasp of ITIL processes, and the ability to work collaboratively with cross-functional teams to design and deliver scalable solutions on the Service Now platform.

In addition to expertise in ITSM, the candidate will have experience working on Financial Services Operations (FSO) module. Additionally, experience with portal/Employee Centre functionalities is desired.

Key Responsibilities:

• Design, develop, and implement Service Now solutions focusing on core ITSM modules:
  Incident, Problem, Change, Request, Knowledge, CMDB, and Service Catalog and FSO.
• Customize and configure forms, workflows, business rules, UI policies/actions, client scripts, and notifications in line with business requirements.
• Develop Flow Designer flows, Scripted REST APIs, Integration Hub spokes, and other automation routines.
• Work closely with stakeholders to gather and understand functional requirements and translate them into technical solutions.
• Collaborate with architects and other developers to ensure alignment with platform best practices and performance optimization.
• Develop custom applications or extend existing applications using Scoped Applications where needed.
• Conduct code reviews, troubleshoot issues, and ensure quality and maintainability of solutions.
• Participate in Agile ceremonies (stand-ups, sprint planning, reviews) and contribute to sprint deliverables.
• Support platform upgrades and enhancements, ensuring minimal impact on existing functionalities.
• Maintain proper documentation including design specs, user guides, and technical manuals.

Required

Skills and Experience:

• 5+ years of hands-on development experience on the Service Now platform.
• Strong experience with Service Now ITSM suite and implementation/customization of at least 2-3 core ITSM modules.
• Experience in Financial Services Operations (FSO) module implementation.
• Proficient in JavaScript, Glide APIs, and Service Now development frameworks.
• Expertise in Flow Designer, Business Rules, Script Includes, Client Scripts, and UI Policies.
• Working knowledge of Service Catalogs, Record Producers, and Request Workflows.
• Working knowledge of Service Portal and Employee Center.
• Experience with CMDB configuration and maintenance.
• Experience integrating Service Now with third-party systems using REST/SOAP, MID Server, or Integration Hub.
• Familiar with ATF (Automated Test Framework) and ability to develop test scripts for regression and unit testing.
• Strong understanding of ITIL V3/V4 processes.
• Understanding of Financial Services Operation processes.
• Ability to troubleshoot issues and debug complex scripting.
• Experience working in Agile/Scrum environments.

Preferred Qualifications:

• Service Now Certified System Administrator (CSA) – Mandatory
• Service Now Certified Implementation Specialist – ITSM – Preferred
• Service Now Financial Services Operations (FSO) for Implementers – Preferred
• Experience with Service Portals and Employee Centre - Preferred
• Experience with Scoped Applications, and UI Builder – a plus
• Knowledge of Performance Analytics and Reporting in Service Now – a plus
• Familiarity with Dev Ops and CI/CD pipelines in the Service Now ecosystem – a plus

Soft Skills:

• Excellent communication and interpersonal skills.
• Analytical mindset with strong problem-solving ability.
• Self-motivated, detail-oriented, and able to manage multiple tasks.
• Team player with a collaborative attitude and willingness to mentor junior developers.
• Willingness to work in alternate shift.