Senior ServiceNow ITSM Specialist

Senior ServiceNow Developer Role

We are seeking a seasoned Senior ServiceNow Developer to join our team. The ideal candidate will have extensive experience in implementing and customizing IT Service Management (ITSM) modules on the ServiceNow platform.

Job Summary:

The primary responsibility of this role is to design, develop, and implement scalable solutions focusing on core ITSM modules: Incident, Problem, Change, Request, Knowledge, B, and Service Catalog as well as Financial Services Operations (FSO).

This position requires strong hands-on experience with ServiceNow development practices, including JavaScript, Glide APIs, and ServiceNow development frameworks.

• The successful candidate will have deep knowledge of ServiceNow development practices, a solid grasp of ITIL processes, and the ability to work collaboratively with cross-functional teams.

Additionally, the candidate will have experience working on FSO module, portal/Employee Centre functionalities and integrating ServiceNow with third-party systems using REST/SOAP or Integration Hub. In addition to expertise in ITSM, the candidate will have experience working in Agile/Scrum environments, designing, developing, and implementing complex automation routines, flows, and UI policies.

Key Responsibilities:

• Design, develop, and implement ServiceNow solutions focusing on core ITSM modules: Incident, Problem, Change, Request, Knowledge, B, and Service Catalog and FSO.
• Customize and configure forms, workflows, business rules, UI policies/actions, client scripts, and notifications in line with business requirements.
• Develop Flow Designer flows, Scripted REST APIs, IntegrationHub spokes, and other automation routines.
• Work closely with stakeholders to gather and understand functional requirements and translate them into technical solutions.
• Collaborate with architects and other developers to ensure alignment with platform best practices and performance optimization.
• Develop custom applications or extend existing applications using Scoped Applications where needed.
• Conduct code reviews, troubleshoot issues, and ensure quality and maintainability of solutions.
• Participate in Agile ceremonies (stand-ups, sprint planning, reviews) and contribute to sprint deliverables.
• Support platform upgrades and enhancements, ensuring minimal impact on existing functionalities.
• Maintain proper documentation including design specs, user guides, and technical manuals.

Required Skills and Experience:

• 15+ years of hands-on development experience on the ServiceNow platform.
• Strong experience with ServiceNow ITSM suite and implementation/customization of at least 10 core ITSM modules.
• Experience in Financial Services Operations (FSO) module implementation.
• Proficient in JavaScript, Glide APIs, and ServiceNow development frameworks.
• Expertise in Flow Designer, Business Rules, Script Includes, Client Scripts, and UI Policies.
• Working knowledge of Service Catalogs, Record Producers, and Request Workflows.
• Working knowledge of Service Portal and Employee Center.
• Experience with CMDB configuration and maintenance.
• Experience integrating ServiceNow with third-party systems using REST/SOAP or Integration Hub.
• Familiar with ATF (Automated Test Framework) and ability to develop test scripts for regression and unit testing.
• Strong understanding of ITIL V3/V4 processes.
• Understanding of Financial Services Operation processes.
• Ability to troubleshoot issues and debug complex scripting.
• Experience working in Agile/Scrum environments.

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA) – Mandatory
• ServiceNow Certified Implementation Specialist – ITSM – Preferred
• ServiceNow Financial Services Operations (FSO) for Implementers – Preferred
• Experience with Service Portals and Employee Centre - Preferred
• Experience with Scoped Applications, and UI Builder – a plus
• Knowledge of Performance Analytics and Reporting in ServiceNow – a plus
• Familiarity with DevOps and CI/CD pipelines in the ServiceNow ecosystem – a plus

Soft Skills:

• Excellent communication and interpersonal skills.
• Analytical mindset with strong problem-solving ability.
• Self-motivated, detail-oriented, and able to manage multiple tasks.
• Team player with a collaborative attitude and willingness to mentor junior developers.