Sr. ITSM Developer

Job Title: Sr. ITSM Developer

Austin, TX (4 days onsite/week)

We are seeking an experienced Senior ServiceNow Developer with deep expertise in IT Service Management (ITSM) to join our high-performing ServiceNow team. The ideal candidate will be a subject matter expert in Incident, Problem, Change, and the broader ITSM suite, and will have strong hands-on experience with Service Catalog, Service Portal, Virtual Agent, Flow Designer, and platform integrations. This individual must also bring working knowledge of ServiceNow's Artificial Intelligence capabilities, especially Predictive Intelligence, to help drive intelligent automation and smarter decision-making across the platform.

Required Skills

• Strong hands-on ITSM development experience
• Demonstrated Service Catalog and Portal scripting expertise
• Proven REST/SOAP integration experience
• Strong understanding of platform stability, upgrades, and best practices
• Ability to operate as a senior developer on strategic programs

Key Responsibilities

• Design, develop, and implement scalable solutions within the ServiceNow platform focused on ITSM capabilities.
• Serve as the ITSM Subject Matter Expert, delivering best-practice configurations for Incident, Problem, Change, and Request workflows.
• Build and optimize workflows using Flow Designer, emphasizing low-code automation best practices.
• Develop and maintain Service Catalog items, custom widgets, and dynamic user experiences using the Service Portal.
• Configure and enhance the Virtual Agent for self-service and automation scenarios.
• Integrate ServiceNow with third-party systems using REST/SOAP APIs, Integration Hub, and MID Servers.
• Build and maintain custom Performance Analytics dashboards and reporting solutions to support operational and strategic metrics.
• Ability to work independently, mentor junior developers, and engage with stakeholders across the enterprise.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• ITSM Implementation Specialist certification
• Experience with ITOM, CSM, or HRSD is a plus
• Experience working in Agile / Scrum environments