ServiceNow Developer

Role-Senior ServiceNow Developer

Location- Remote

The ideal candidate is a team player who will be responsible for working with company data in various business areas. Specific responsibilities include reporting metrics, analyzing methodologies, suggesting operation improvements, and building proposal evaluations in a cross-functional environment.

Mandatory Skills - ITSM & HRSD / SAM / HAM . Also experience in Service portal / Employee Center

Key Responsibilities

Delivery & Work Management

• Own and prioritize incidents, requests, and enhancements aligned to business SLAs
• Ensure high-quality, on-time delivery across all ServiceNow workstreams

Team Leadership

• Lead, mentor, and manage ServiceNow developers and admins
• Allocate work based on skills, capacity, and priorities

Customer & Stakeholder Management

• Act as primary customer interface
• Translate business needs into scalable platform solutions
• Provide proactive updates and drive customer satisfaction

Technical Leadership & Platform Ownership

Solution Design & Governance

• Oversee end-to-end ServiceNow solution design and implementation
• Ensure adherence to best practices, scalability, and platform standards

Tier 3 Escalation / Full-Stack Troubleshooting

• Act as L3 escalation for complex issues
• Debug script includes, business rules, and integration failures impacting global operations

Automation & Integration

• Lead integrations using Service Graph Connectors (SolarWinds, Intune, Jamf)
• Drive CMDB automation and reduce manual operational effort

Employee Experience (UX/UI)

• Deliver modern UI via Employee Center (ESC)
• Oversee widget development and CSS for consumer-grade experiences

Platform Governance & Lifecycle

Upgrade Strategy

• Own platform upgrades (e.g., Zurich release)
• Manage skipped records, regression testing, and stabilization

Environment Management

• Define and manage clone-back and backup strategy
• Ensure non-prod environments remain aligned with Production

Continuous Improvement

• Drive automation, workflow optimization, and platform enhancements

Operations & Reporting

• Track KPIs, delivery metrics, and team performance
• Provide concise reporting and actionable insights to leadership

Qualifications

• 6+ years on ServiceNow (ITSM, ITOM, HRSD, etc.)
• Strong customer-facing experience
• CSA (required) | CIS / CAD (preferred)

Technical Skills

• ServiceNow configuration, scripting, integrations (REST/SOAP)
• Strong JavaScript and ITIL process knowledge

Core Competencies

• Leadership with hands-on execution
• Strong problem-solving and ownership mindset
• Excellent communication and stakeholder management
• Ability to operate in fast-paced, enterprise environments