ServiceNow Developer

Join our team to build ServiceNow solutions focused on B2B Customer Service Management (CSM) and IT Service Management (ITSM) with a clean CMDB aligned to CSDM 5.0.

• Build: Configure and extend CSM & ITSM (Incidents/Cases, Change, Problem, Request), Agent Workspaces, Service Catalog, SLA, Knowledge, email & Teams communications
• ITOM, CMDB/CSDM: Model services and CIs, set up IRE rules, event management, import sets/transform maps, health dashboards, relationship mapping
• Integrations: Implement secure, upgrade-safe integrations using IntegrationHub, MID Server and REST/webhooks
• Access & data: Support LDAP group–based role mapping, review ACL/RBAC for MVP processes; follow platform security hardening guidance
• Automation & Flow: Orchestrate Day-0/Day-2 activities via Flow Designer; design clean, reusable sub-flows
• Quality: Write ATF tests, participate in code/config reviews, maintain update sets/app repo, and support the Dev → Test → Prod pipeline
• Analytics: Build essential reports and Performance Analytics (basic) for operations dashboards
• Documentation: Contribute to Solution Designs, SOPs and user guides; log risks in RIDAC (within SPM)
• Hypercare/BAU: Support go-live and early life stabilization for the new instance

• 3–6+ years hands-on ServiceNow development (JavaScript/Glide, Business Rules, Client Scripts, UI Policies/Actions, Scripted REST)
• Proven delivery in ITSM and/or CSM (workspace configuration, Case/Incident flows, SLAs, catalog & approvals)
• Strong CMDB/CSDM understanding (CSDM 5.0, IRE, class model, relationship design, import sets)
• IntegrationHub & MID Server experience (secure REST, credentials, error handling, retries)
• Solid grasp of ITIL v4 practices; can translate process to platform, OOTB-first
• Comfortable with ATF, update sets/app repo, and controlled releases
• Excellent English communication; stakeholder-friendly, concise and structured

• Certifications: CSA, CIS-ITSM, CIS-CSM, CAD (or equivalent track record)
• Experience with Performance Analytics, Workspaces, AWA
• Familiarity with enterprise identity (LDAP groups, SSO via Azure AD)
• Exposure to infrastructure feeds (e.g., virtualization/config sources) and event-to-incident patterns