ServiceNow Platform Developer

Service Now Platform Developer

Cooley is seeking a Service Now Platform Developer to join the Technology Platforms and Applications team.

Cooley Technology embraces a culture of customer service excellence, and all members of the department are expected to move this agenda forward. We are dedicated to leveraging advanced technologies to optimize firm technical operations and deliver impactful business outcomes.

The Service Now Platform Developer is responsible for the development, and implementation of Service Now solutions across multiple domains. This role focuses on Hardware Asset Management ("HAM"), Software Asset Management ("SAM"), Strategic Portfolio Management ("SPM"), and Security Operations ("Sec Ops"), including Vulnerability and Incident Response. Additional responsibilities include Employee Center, Work spaces, AI features, HR Service Delivery, and core platform capabilities. The Service Now Platform Developer will also support ongoing ITSM processes while delivering new initiatives in Asset Management, Sec Ops, SPM, and HR.

Specific duties and responsibilities include, but are not limited to, the following:

• Design, configure, and implement Service Now solutions with a focus on ITAM
• Experience with ITOM modules (Discovery, Event Management, Service Mapping)
• Implement and enhance Sec Ops modules (Vulnerability Response, Security Incident Response)
• Manage and maintain ongoing ITSM workflows (incident, problem, change, request)
• Build custom applications, workflows, and integrations following Service Now best practices
• Enhance user experience through Work spaces, Employee Center, and AI-powered features
• Automate asset lifecycle management from procurement to decommissioning
• Develop dashboards, reports, and KPIs to provide actionable insights for IT and business leaders
• Collaborate with stakeholders to translate business requirements into technical solutions
• Support upgrades, patching, and continuous improvement of the Service Now platform
• Manage HR Service Delivery by automating and improving employee-facing workflows
• Lead development and delivery of SPM to support portfolio planning, tracking, and governance
• Ensure compliance with governance standards, security policies, and performance requirements
• Provide technical support, troubleshooting, and root-cause analysis for Service Now issues
• Stay current with Service Now platform releases and recommend adoption of new features
• Work closely with the Technology and Platforms Applications management team to develop short and long-term strategies
• Work with various Service Now stakeholders, drive innovation, establish new approaches on improving productivity
• Ensuring 24/7 access to Service Now applications that are continually protected and on-line
• Constant tracking bugs, fixes, and testing of mission-critical applications
• Research anomalies and workarounds
• Design proper update and backup procedures, documentation of same, including functioning rollback plans
• Responsible for change control and coordination of the release management process for Service Now
• Evaluate and report on the health of firm's Service Now instances
• Ensure platform alignment with the business strategy
• Provide consultative technical leadership to the platform team
• All other duties as assigned or required

• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
• Ability to work extended and/or weekend hours, as required
• 5+ years direct applicable experience (e.g., technical-related experience specializing in Service Now development, architecture, and implementations). Senior level candidates must have 6+ years' experience.
• Expertise in HAM and SAM (ITAM)
• Experience leading SPM and Sec Ops (Vulnerability Response, Security Incident Response) initiatives
• Experience with CMDB and ITOM (Discovery, Service Mapping, Event Management)
• Proficiency with Service Now scripting (JavaScript, Glide API, Business Rules, Client Scripts)
• Strong understanding of ITIL processes (incident, problem, change, asset, portfolio)
• Expertise and experience with Service Now and a focus on experience with…