Servicenow Developer

We are seeking a skilled ServiceNow professional to design, customize, and implement ServiceNow solutions. You will work closely with business stakeholders to gather requirements, configure the system, and deliver solutions that drive customer engagement and operational excellence.

Key Responsibilities:

• Collaborate closely with Product Owners and Business SMEs to gather the functional and technical requirements.
• Provide expert technical consulting and best practice guidance across ITSM, CSM, and HRSD modules.
• Strong proficiency in Glide APIs, Business Rules, and Client Scripts.
• Skilled in key ServiceNow development tools, including Flow Designer, Workflow Editor, Form Designer, App Studio, and Automated Test Framework (ATF).
• Administer the ServiceNow platform, including ACLs, security models, and update set management.
• Manage scheduled jobs, notifications, and event configurations.
• Support platform upgrades and perform end-to-end regression testing utilizing ATF.
• Develop and maintain custom UI components for Service Portal and Workspace.
• Produce technical documentation, including solution designs, data models, integration specs, and release notes.

Requirements:

• Bachelor's degree in computer science, Information Systems, or related discipline.
• Certifications:

- CSA Certified System Administrator (Mandatory)

- CAD Certified Application Developer (Mandatory)

• Minimum 5+ years of hands-on experience with the ServiceNow platform
• ITSM Development Expertise:

- Configure and customize core ITSM processes: Incident, Problem, Change, Request, and Knowledge Management.

- Design and enhance Service Catalog items, Record Producers, Catalog UI Policies, and Client Scripts.

- Implement workflows, SLAs, Service Level Management practices, and CMDB relationships.

- Build automation using Business Rules, Script Includes, and Flow Designer.

• Build scripted REST APIs and data transformation logic.
• Exposure in the ServiceNow CSM:

- Configure case management, customer accounts/contacts, entitlements, and SLAs.

- Develop custom views for workspaces (Agent Workspace, CSM Workspace).

- Implement in the Interaction management, Dynamic routing, Playbooks, Knowledge base for customer service

- Integrate CSM with phone channels such as Amazon Connect, Genesys, or CTI adapters.

• Exposure in the ServiceNow HRSD:

- Configure HR Service Delivery modules such as HR Case Management, Employee Center / Employee Center Pro, HR Services, COEs, Lifecycle Events (Onboarding, Offboarding)

- Create HR Catalog items, record producers, and HR-specific workflows.

- Maintain security around HR tables via HR profiles & ACLs.

• Knowledge in Integration & Automation Tools:

- CSM telephony (AWS Connect/Genesys)

- Develop integrations using REST / SOAP APIs, Integration Hub ,MID Server

- HR integrations (Workday/SuccessFactors)

Preferred Skills:

• Certifications:

- HR integrations (Workday/SuccessFactors)