Senior ServiceNow Developer

* This position is not eligible for sponsorship

Department:
Information Technology

Job Type: Full-time

As a Senior Service Now Developer at Kwik Trip, you will serve as a technical leader on our platform team, designing, configuring, extending, and delivering Service Now solutions that support our enterprise. You will join an established team of four developers (two senior, two junior) supporting a production instance spanning ITSM, ITOM, CSM, HRSD, Sec Ops, FSM, CMDB, and CSDM.

A central focus of this role is our Reimagine project, through which we are reimplementing our Service Now platform back to baseline to reduce technical debt, improve maintainability, and align with out-of-the-box best practices. As part of Reimagine, our existing CSM capability will be upgraded to its successor products - Retail Service Management (RSM) and Retail Operations (RO). In this role you will also direct and collaborate with an offshore development team, ensuring quality and consistency of delivery, and mentor our junior developers to grow the team's overall capability.

• Design and develop Service Now solutions using business rules, client scripts, UI policies, scripted REST APIs, Flow Designer/Integration Hub, and related platform capabilities
• Deliver the Reimagine effort by reimplementing existing capabilities to a clean, baseline-aligned state and minimizing customizations where out-of-the-box functionality can be used
• Upgrade our existing CSM capability to the new RSM and RO products as part of Reimagine-from requirements through production
• Design, implement, and refine CMDB classes, identification and reconciliation rules, CMDB-related workflows, and CSDM-aligned service modeling to improve data quality and usability
• Support ITOM capabilities (Discovery, Service Mapping, and Event Management) and their integration with CMDB and CSDM
• Provide technical direction to offshore and onsite development teams—reviewing designs and code, setting standards, coordinating work, and ensuring on-time, high-quality delivery
• Mentor and coach junior developers through code reviews, pairing, knowledge sharing, and guidance on Service Now best practices
• Build and support ITSM, ITOM, CSM/RSM/RO, HRSD, CMDB, and related capabilities in partnership with product owners and operations teams
• Troubleshoot complex defects, performance issues, and integration failures; implement durable fixes and preventive controls
• Lead releases, testing, and deployment activities; support validation in sub-production and production
• Establish and maintain technical documentation, solution diagrams, and development standards for supported capabilities
• Contribute to the technical roadmap for the Service Now platform, including standards for development, governance, and operational readiness
• Partner with security, infrastructure, and application teams on integrations, access patterns, and platform hygiene

• Degree in Computer Science preferred, or equivalent hands-on experience
• 6+ years of professional hands-on Service Now development experience, including experience in a senior or lead capacity
• Demonstrated experience delivering Service Now products or major modules end to end
• Experience reimplementing or remediating instances toward baseline / reducing customization is a strong plus
• Hands-on experience with CMDB and the CSDM framework
• Hands-on experience with HRSD module
• Hands-on experience with Service Portal / Employee Center / Knowledge Management
• Experience with ITSM, ITOM, and/or CSM modules
• Experience leading or coordinating offshore/distributed development teams
• Proven ability to mentor and develop junior engineers
• Strong analytical skills, clear communication, and the ability to prioritize and lead work in a fast-paced operational environment
• Ability to work onsite and collaborate effectively with a multi-developer remote and offshore team

• Experience implementing Service Now Retail Service Management (RSM) and/or Retail Operations (RO)
• Service Now certifications (for example, CSA, CAD, or implementation specialist credentials aligned to ITSM/CSM/HRSD/CMDB)
• Experience with Now Assist (or other AI/ML-assisted Service Now capabilities)
• Experience with Field Service Management (FSM) module
• Experience with Sec Ops workflows and security operations use cases on the Now Platform
• Familiarity with ITIL practices and how they map to Service Now processes
• Experience with Dev Ops pipelines and Git-based source control practices for Service Now