The ServiceNow Developer plays a critical role in designing, developing, and implementing enterprise-grade ServiceNow Customer Service Management (CSM) solutions. This position involves deep engagement with business stakeholders to understand operational requirements, translating those into scalable technical designs, and delivering robust, secure, and user-friendly applications on the ServiceNow platform. The developer is responsible for end-to-end delivery, including configuration, customization, integration, testing, and deployment, while adhering to best practices in coding, security, and platform governance. This role requires a strong foundation in ServiceNow development tools and methodologies, as well as the ability to collaborate effectively across technical and functional teams to ensure seamless system performance and alignment with business goals.
Responsibilities
- Tailor and set up the ServiceNow Customer Service Management module to align with business needs.
- Build and deploy custom applications and integrations within the ServiceNow environment.
- Develop workflows, business rules, UI policies, and client scripts to automate processes.
- Deliver complete CSM solutions covering case handling, service operations, and knowledge systems.
- Connect ServiceNow CSM with external applications and other ServiceNow modules using integration methods.
- Partner with business teams to collect requirements and convert them into technical designs.
- Coordinate with architects, administrators, and developers to ensure integrated system performance.
- Produce and update technical documentation such as design specs, test plans, and user instructions.
- Follow security standards and data privacy regulations during development and deployment.
Requirements
- At least three years of hands-on experience as a ServiceNow Developer with focus on Customer Service Management (CSM).
- Five years of overall software development experience with solid coding abilities.
- Demonstrated success in delivering and customizing ServiceNow CSM implementations.
- In-depth understanding of the ServiceNow platform, including JavaScript scripting, UI adjustments, and ServicePortal setup.
- Skilled in using ServiceNow tools like Flow Designer, IntegrationHub, Scripted REST APIs, and Business Rules.
- Familiarity with web development technologies including HTML, CSS, JavaScript, and AngularJS.
- Experience connecting ServiceNow with external systems via REST or SOAP APIs.
- Strong analytical thinking and problem-solving skills.
- Capable of working both independently and collaboratively in team settings.
- Clear and effective communication for engaging with technical and non-technical stakeholders.
Nice to Have
- Hold a ServiceNow Certified Application Developer certification.
- Possess a ServiceNow Certified Implementation Specialist credential in any module.
- Prior experience with additional ServiceNow modules such as ITSM, ITOM, or ITBM is advantageous.
- Knowledge of Agile methodologies and experience using tools like JIRA.
- Strong interpersonal and communication abilities.
Tech Stack
ServiceNow, ServiceNow CSM, JavaScript, HTML, CSS, AngularJS, REST APIs, SOAP APIs, Flow Designer, IntegrationHub, Scripted REST APIs, Business Rules, UI Policies, Client Scripts, Workflows, Service Portal
Team
Collaborates with ServiceNow architects, administrators, and other development teams.
Additional Information
- A bachelor’s degree in computer science, information technology, or a related discipline is mandatory.
- Must hold a ServiceNow Certified Systems Administrator (CSA) certification.
- Candidate must be able to acquire and retain a Public Trust security clearance.
