ServiceNow Developer

Job Description

Key Responsibilities:

1. ITSM (IT Service Management):

• Configure and enhance core ITSM modules, including Incident, Problem, Change, and Request Management.
• Develop custom workflows, automations, and integrations to improve IT service delivery.
• Collaborate with service owners to optimize user experience and process efficiency.

2. ITOM (IT Operations Management):

• Implement and optimize ITOM capabilities, including Discovery, Service Mapping, Event Management, and Orchestration.
• Enhance monitoring, alerting, and automated responses to improve service uptime and operational resilience.
• Integrate ITOM with existing infrastructure to support automated workflows and event-driven responses.

3. HRSD (Human Resources Service Delivery):

• Configure and manage HR case management, employee self-service portals, and knowledge management.
• Enable workflows to automate onboarding, offboarding, and other HR processes to streamline employee services.
• Collaborate with HR teams to ensure adherence to compliance, data privacy, and security standards.

4. GRC (Governance, Risk, and Compliance):

• Design and implement GRC workflows to support policy and compliance management, risk assessment, and audit tracking.
• Automate risk reporting, assessments, and governance processes to enhance regulatory compliance and risk mitigation.
• Integrate GRC with other systems for real-time monitoring and reporting.

5. CMDB (Configuration Management Database):

• Develop, optimize, and maintain a robust CMDB to ensure accurate asset and service data.
• Implement CI relationships, manage CMDB health, and utilize the CSDM (Common Service Data Model).
• Support alignment of CMDB with ITSM and ITOM processes to ensure effective data consistency and utilization.

6. SAM (Software Asset Management) & HAM (Hardware Asset Management):

• Manage SAM/HAM processes, including license compliance, software/hardware tracking, and audit readiness.
• Automate asset lifecycle management, optimize licensing, and reduce asset-related risks.
• Integrate SAM/HAM with other modules to create an end-to-end asset management solution.

7. Generative AI (Gen AI):

• Utilize Gen AI capabilities to enhance ServiceNow modules, including virtual agent responses and predictive analysis.
• Integrate AI-based automation to enhance self-service, incident categorization, and resolution.
• Identify and apply AI-driven insights to optimize workflows and reduce operational workloads.

8. Integrations:

• Design and implement integrations with third-party systems and applications, including REST, SOAP, APIs, and custom integrations.
• Ensure secure, scalable, and reliable integrations that facilitate seamless data exchange across platforms.
• Troubleshoot integration issues and monitor performance to ensure minimal downtime.

Qualifications:

1. Education: Bachelor’s degree in Computer Science, Information Systems, or related field.
2. Experience: 5+ years of experience in ServiceNow development and administration, with a deep understanding of at least three of the modules listed.
3. Certifications: Preferred certifications include ServiceNow Certified System Administrator, ServiceNow Certified Implementation Specialist (for ITSM, ITOM, HRSD, GRC), and experience with Integration Hub.
4. Technical Skills: Proficiency in JavaScript, ServiceNow Scripting, Flow Designer, REST/SOAP, and API integrations.
5. Soft Skills: Strong analytical, problem-solving, and communication skills; ability to work collaboratively with cross-functional teams and stakeholders.

Additional Requirements:

• Proven experience in ServiceNow customizations, workflow automation, and performance optimization.
• Familiarity with Agile methodologies and DevOps practices.
• Strong understanding of ITIL practices and frameworks, particularly for ITSM and ITOM modules.
• Prior experience working with Generative AI tools and technologies within ServiceNow is a plus.