ServiceNow ITSM Developer

Job Overview

We are seeking a highly experienced Service Now ITSM Developer to support the design, development, and operational excellence of the organization’s Service Now platform, with a strong emphasis on IT Service Management (ITSM) capabilities. The role focuses on translating ITIL-aligned processes into scalable, low-friction experiences within Service Now and includes solution design, active development, incident support, testing oversight, and stakeholder collaboration.

• Design and maintain scalable, secure, and maintainable Service Now solutions with a focus on ITSM modules
• Develop using Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer
• Configure core ITSM modules (Incident, Problem, Change, Request, Knowledge)
• Optimize Service Catalog items and workflows for usability and adoption
• Collaborate with stakeholders to simplify workflows and improve user experience
• Support incident triage, root cause analysis, and platform stability
• Maintain development standards and governance alignment
• Support integrations (e.g., SAP)
• Participate in testing, deployment, and support
• Troubleshoot platform issues and provide resolutions

• Collaboration
• Creativity
• Empathy
• Integrity
• Judgment
• Purpose
• Resilience
• Selflessness

Required:

• 7+ years of Service Now experience focused on ITSM Modules
• ACTIVE Secret Clearance
• Strong development experience with ITSM modules and scripting
• Experience supporting production environments
• Strong understanding of Service Now architecture and ITIL
• Incident Management (including Major Incident Management)
• Request Management
• Problem Management
• Change Management/Change Enablement
• Knowledge Management
• Service Catalog

Secondary

Experience:

• Hardware Asset Management
• CMDB / Configuration Management
• Service Operations Workspace (Next Experience UI / SOW)
• Incident Communications / Major Incident tooling
• On-call scheduling
• Notifications & event-driven automation
• Outage management

Preferred:

• Service Now CSA or Implementation certifications
• ITIL 4 Foundation
• Experience with HAM, CMDB, and integrations
• Experience in complex environments and Agile delivery

Basic Qualifications: U.S. Citizenship Required

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.