Servicenow Developer

Role and Responsibility

• Customize, configure, develop, and maintain the ServiceNow platform in an enterprise environment, covering ITSM modules such as Incident, Problem, Change, Request, Service Catalog, Asset Management, Knowledge, and related workflows.
• Design, build, and support ServiceNow solutions using Business Rules, Client Scripts, UI Policies, UI Actions, Record Producers, Flow Designer, and Workflow, ensuring code quality and adherence to ITIL best practices.
• Manage and maintain the Configuration Management Database (CMDB), ensuring data accuracy, integrity, governance, and alignment with enterprise standards.
• Administer, configure, and optimize ServiceNow Discovery, including MID Servers, credentials, schedules, access, and discovery configurations; validate discovery results and troubleshoot errors.
• Design, deploy, and support Service Mapping for on-premises and cloud services, including creation and optimization of patterns and resolution of mapping issues
• Implement and manage Identification and Reconciliation rules and integrate multiple data sources populating the CMDB.
• Identify, investigate, and resolve application, scripting, integration, Discovery, and Service Mapping issues through to resolution.
• Design and implement integrations using REST and SOAP APIs, Transform Maps, Table APIs, and external system connections.
• Participate in ServiceNow platform activities including upgrades, cloning, update set management, and production deployments.
• Review existing operational processes and recommend improvements to enhance service quality, efficiency, and platform maturity.
• Identify and implement automation opportunities to reduce manual effort and repetitive operational tasks.
• Drive adoption of self-service capabilities, standardized workflows, and knowledge articles across support teams.
• Train and enable operations and support teams on ServiceNow processes, workflows, and platform usage.
• Develop and maintain technical documentation, procedures, and operational guidelines.
• Assist in creating and maintaining reports, dashboards, and metrics supporting ITSM and ITOM functions.
• Collaborate closely with stakeholders to translate business requirements into scalable and sustainable technical solutions.

Knowledge and experience required

• 5 years of working experience in ServiceNow
• Strong experience with ITSM development and configuration.
• Proven hands-on experience with CMDB, Discovery, and Service Mapping.
• Solid understanding of Configuration Management principles and ITIL practices.

Experience with:

• Client-side and Server-side scripting (JavaScript, Glide API)
• Business Rules, UI Policies, UI Actions
• Flow Designer / Workflow
• REST & SOAP APIs
• MID Servers
• Transform Maps and Table APIs
• Experience with ServiceNow upgrades, cloning, and update sets.
• Familiarity with authentication mechanisms (Basic, OAuth, Certificate).
• Working knowledge of HTML and CSS.
• Experience working in Agile development environments.
• Ability to translate business requirements into technical designs and solutions.