Application Developer; ServiceNow Developer

Position Overview

The Application Developer (Service Now Developer) designs, develops, and maintains enterprise applications on the Service Now platform, with a primary focus on Customer Service Management (CSM) and Service Portals in an agile environment. This role translates business requirements into scalable workflows, integrations, and user experiences that support mission‑critical processes in a regulated client environment.

Working closely with product owners, business stakeholders, and technical teams, the developer leads full application lifecycle activities—from requirements and design through build, testing, deployment, and post‑production support. The role leverages coding, Excel‑based analytics, AI/automation capabilities, and platform configuration to improve service delivery, performance, and user satisfaction.

• Design, develop, configure, and maintain Service Now applications with an emphasis on CSM and Service Portals, ensuring solutions are robust, scalable, and aligned to enterprise standards.

• Build and customize Service Portals using HTML, CSS, AngularJS, and responsive design principles to deliver intuitive, user‑friendly interfaces for diverse customer and agent populations.

• Develop and maintain server‑side and client‑side scripts (JavaScript, Glide API) and workflows to automate business processes, enforce business rules, and optimize customer service operations.

• Design, implement, and support integrations between Service Now and external systems using REST/SOAP APIs and middleware, ensuring data integrity, security, and reliable end‑to‑end workflows.

• Apply agile practices (Scrum/Kanban), including backlog grooming, sprint planning, daily stand‑ups, and iterative delivery, to manage work effectively and improve team throughput.

• Use Excel, Service Now reporting, and platform analytics to design dashboards, monitor KPIs, and optimize application performance and user experience.

• Configure and leverage Service Now AI and automation capabilities (e.g., Virtual Agent, Predictive Intelligence) to streamline case handling, routing, and knowledge access.

• Manage the application lifecycle, including version control, unit and regression testing, deployment planning, and post‑release support in collaboration with release and operations teams.

• Engage stakeholders and end users to gather and analyze requirements, refine user stories, and translate business needs into clear technical designs and configuration specifications.

• Ensure appropriate roles, groups, and access controls are applied within Service Now, supporting security and compliance expectations in a regulated enterprise environment.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent relevant experience.

• Approximately 3–7 years of experience in Service Now development or enterprise application development, including hands‑on work with CSM or similar service management modules.

• Proven proficiency in Service Now platform development, including JavaScript/Glide scripting, workflow configuration, and module customization.

• Demonstrated experience building and managing Service Portals using front‑end technologies such as HTML, CSS, and AngularJS, with responsive design best practices.

• Experience designing and maintaining integrations using REST/SOAP APIs in an enterprise environment.

• Strong understanding of agile methodologies (Scrum or Kanban), including practical experience participating in sprints and delivering iterative enhancements.

• Service Now Certified System Administrator and Service Now Certified Application Developer credentials (required).

• Strong communication, problem‑solving, and attention to detail, with the ability to work on complex projects and collaborate across multiple teams.

• Experience implementing Service Now CSM in large‑scale or highly regulated environments.

• Exposure to AI/automation capabilities in Service Now, including Virtual Agent, Predictive Intelligence, and AI‑driven workflows.

• Additional Service Now certifications such as Implementation Specialist in CSM or related areas.

• Agile or Scrum…