ServiceNow ITSM Developer

Job Title:

Service Now ITSM Developer

Job Category:
Information Technology

Time Type:
Full time

Minimum Clearance Required to Start:
Secret

Employee Type:
Regular

Percentage of

Travel Required:

Up to 10%

Type of Travel:
Local

* * *

Join our team as a Service Now ITSM Developer
, where you’ll play a key role in shaping and enhancing our IT Service Management capabilities. In this role, you will design, implement, and optimize ITSM solutions across the Service Now platform to improve service delivery, streamline processes, and create intuitive user experiences. If you enjoy solving problems, building efficient workflows, and collaborating with cross-functional teams, this is an exciting opportunity to grow your expertise and make a meaningful impact.

• Configure and maintain core ITSM modules including Incident, Problem, Change, Request, and Knowledge Management.
• Develop and customize workflows, business rules, UI policies, and notifications.
• Create and maintain Service Catalog items, record producers, and order guides.
• Configure SLAs, assignment rules, routing, and escalation logic.
• Build and manage user groups and role-based access.
• Integrate ITSM applications with internal systems and third‑party tools.

• Design user-friendly Service Catalog items and fulfillment workflows.
• Configure catalog variables, variable sets, UI policies, and approval processes.
• Develop catalog client scripts and maintain catalog categories and user criteria.
• Enhance self‑service capabilities and connect catalog items to backend systems.

• Automate workflows using Flow Designer and business rules.
• Build approval flows for Change and Request Management.
• Configure auto‑assignment, workload distribution, reminders, and auto‑closure rules.
• Create scheduled jobs and system integrations as needed.

• Configure and maintain Knowledge Management structures, workflows, and approval processes.
• Support Knowledge-Centered Service (KCS) practices.
• Create templates, articles, analytics configurations, and feedback mechanisms.

• Develop reports, dashboards, and ITSM performance metrics.
• Build executive-level dashboards and support compliance reporting.
• Analyze trends and provide recommendations for continuous improvement.

• Troubleshoot and resolve ITSM application issues.
• Provide production support and participate in upgrades, patches, and testing.
• Document configurations, designs, and procedures.
• Train end users and support teams on new functionality.

• Partner with process owners to implement ITIL best practices.
• Work with business stakeholders to gather and refine requirements.
• Collaborate with infrastructure and development teams on integrations.
• Participate in CAB meetings and Agile ceremonies.
• Provide knowledge transfer to operational teams.

Required:

• Service Now Certified System Administrator (CSA)
• Service Now Certified Implementation Specialist – ITSM or equivalent hands‑on experience

• Strong understanding of Service Now fundamentals and ITSM applications
• Familiarity with ITIL processes
• Experience with Service Catalog development and Flow Designer
• Basic JavaScript for business rules and client scripts
• Knowledge of SLA management, notifications, UI/data policies, and ACLs
• Understanding of REST/SOAP integrations
• Experience with reporting and dashboards

• 1–3 years of Service Now platform experience
• Hands‑on configuration of ITSM modules
• Experience developing Service Catalog workflows and automation
• Understanding of IT service delivery and support models
• Exposure to scripting within Service Now
• Bachelor’s degree or equivalent experience
• Active…