ServiceNow Administrator Developer

The Service Now Administrator/Developer is a hybrid role responsible for both platform operations and technical solution development within the Service Now environment. Under the general supervision of the Application Systems Manager, this position maintains the stability, reliability, and compliance of the platform while delivering enhancements, automations, and low- to medium-complexity development features.

Essential functions may vary among positions and may include the following tasks and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.

• Requirements Gathering:
  Collaborates with business stakeholders and process owners to document technical requirements for Service Now applications, enhancements, and integrations. Translates business requirements into technical specifications and development tasks aligned with Service Now platform’s best practices.
• Platform Architecture, Design, and Configuration:
  Designs and develops scalable solutions using platform capabilities including custom applications, server-side and client-side scripting (Business Rules, Script Includes, Client Scripts, UI Policies), Flow Designer automations, and REST/SOAP integrations. Ensures solutions follow Service Now development standards and are maintainable and upgrade safe.
• Solution Evaluation and Enablement:
  Evaluates Service Now features, plugins, and platform capabilities to determine best-fit solutions, ensuring configurations align with organizational standards and long-term platform strategy.
• Data Management and Migration:
  Develops and maintains data integration and migration processes using Service Now Import Sets, Transform Maps, Integration Hub, and APIs, ensuring compliance with organizational data governance standards and platform controls.
• Testing and Validation:
  Develops and executes test cases to validate configurations and enhancements, ensuring functional, technical, and regression testing is completed prior to deployment.
• Implementation and Release Management:
  Supports the deployment of Service Now solutions using update sets, participates in change management and release planning processes, and coordinates deployments across Development, Test, and Production environments.
• Transition to Operational Support:
  Produces technical documentation, code documentation, and knowledge transfer materials to ensure developed applications and enhancements transition smoothly into operational support and long-term platform maintenance.

• Manage users, groups, roles, and access control.
• Maintain the Service Now instance (upgrades, patches, health monitoring).
• Configure basic workflows, UI policies, business rules, catalog items, and forms.
• Troubleshoot incidents and assign higher-level fixes to developers.
• Maintain CMDB data quality and discovery schedules (if applicable).

• Support integrations at a configuration level (MID server, connection testing).

• Develop custom applications, workflows, scripting (client scripts, server scripts).
• Build integrations (REST/SOAP APIs, Integration Hub, web services).
• Create catalog items, portal pages, and custom UI components.
• Implement automation such as Flow Designer and business rules.
• Support module deployments (ITSM, ITAM, ITOM, HRSD, Sec Ops, etc.).
• Document solutions and follow SDLC best practices (Git, ATF, pipelines).

• Client Management:
  Maintains customer and client relationships in a professional and respectful manner.
• Vendor Management:
  Maintains vendor relationships in…