Primary Functions & Essential Responsibilities
ServiceNow Platform Development
Design, develop, configure, and maintain scalable ServiceNow solutions using platform best practices. Develop and customize Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Notifications, Scheduled Jobs, Flow Designer, IntegrationHub solutions, Service Catalog components, Record Producers, Catalog Client Scripts, Catalog UI Policies, and custom scoped applications using JavaScript. Develop solutions utilizing JavaScript, HTML, CSS, AngularJS, Jelly, XML, and Web Services while ensuring code quality, security, performance, and maintainability.
Employee Experience & Workspace Solutions
Design, develop, and maintain Employee Center solutions including portals, widgets, taxonomy, knowledge integrations, and employee self-service experiences. Develop and support Service Operations Workspace (SOW), Agent Workspace, and UI Builder experiences. Enhance Service Portal themes, widgets, UI Scripts, and user interface components.
Integrations & Automation
Design, develop, and maintain integrations using REST APIs, Scripted REST APIs, SOAP Web Services, IntegrationHub, MID Servers, LDAP/Active Directory, SSO, PowerShell, Jenkins, and third-party enterprise applications. Develop inbound email actions, email parsing, automated ticket creation, and workflow automation. Identify opportunities to improve and automate ITSM processes including Incident, Problem, Change, Request, Asset Management, CMDB, and Service Catalog.
Implement and maintain CMDB, Discovery, Service Mapping, and CSDM-aligned solutions. Support Discovery across infrastructure, network, cloud, database, and custom application asset classes while ensuring CMDB health, governance, and data quality.
Platform Support & Release Management
Support platform configuration, monitoring, security, performance tuning, and instance maintenance. Troubleshoot production and non-production issues, perform root cause analysis, and implement corrective actions. Participate in ServiceNow upgrades, patches, family releases, and release activities including system testing, integration testing, UAT, deployment validation, and production support.
Solution Delivery & Collaboration
Analyze business requirements and translate them into scalable technical solutions. Estimate development effort, develop proof-of-concept solutions, participate in code reviews, and promote reusable design patterns and development best practices. Collaborate with architects, administrators, developers, analysts, and business stakeholders. Mentor junior developers when needed and prepare technical documentation, solution designs, implementation guides, and operational runbooks.