Key Responsibilities

• Design, develop, configure, and maintain ServiceNow ITSM modules including Incident, Problem, Change, Request, and Knowledge Management.
• Develop and enhance platform capabilities using Business Rules, Client Scripts, UI Policies, Flow Designer, and workflow automation.
• Configure Service Catalog items, request fulfillment processes, SLAs, approval workflows, and forms.
• Provide L2/L3 support for production environments, including defect analysis, troubleshooting, and resolution.
• Implement enhancements and continuous improvements to existing ITSM processes, workflows, and user experience.
• Ensure solutions adhere to ServiceNow best practices, platform standards, reusable design principles, and performance guidelines.
• Collaborate with service owners, operations teams, and business stakeholders to gather requirements and deliver scalable solutions.
• Support release management activities including update set deployment, testing, validation, and post-production support.
• Work closely with other ServiceNow teams (ITOM, CSM, Integrations, etc.) to ensure seamless platform integration and consistency.

Required Experience & Skills
 

• 7+ years of hands-on ServiceNow development experience with strong expertise in ITSM.
• Proven experience designing, developing, and supporting Incident, Change, Problem, and Request Management workflows.
• Strong experience with Service Catalog, request fulfillment, and workflow automation.
• Proficiency in JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, and Flow Designer.
• Experience supporting enterprise ServiceNow environments, including BAU operations, defect resolution, enhancements, and change management.
• Solid understanding of ServiceNow data models, SLA management, approval workflows, and platform architecture.
• Ability to independently manage the full development lifecycle from requirements gathering through deployment and support.
• Experience working within Agile, Scrum, or hybrid delivery environments.
• Strong problem-solving, stakeholder management, and communication skills.