Description

In this role, you will serve as a technical leader responsible for developing, administering, and ensuring quality across an enterprise ServiceNow platform. You will translate complex regulatory and operational requirements into scalable technical solutions while maintaining platform integrity through rigorous testing and continuous improvement.

Responsibilities

• Partner with Product Management and business stakeholders to refine requirements and ensure clarity before development
• Transform complex business requirements into robust technical specifications for software components and applications
• Provide guidance considering maintainability, scalability, and compatibility with future upgrades
• Build and deploy AI features for both existing processes and potentially new tools
• Configure and customize ServiceNow using best practices—balancing functionality with minimal complexity
• Create and modify tables, fields, business rules, UI policies, workflows, and other platform elements
• Design authentication mechanisms, roles, and permissions integrated with Identity and Access Management platforms via automated LDAP sync
• Build integrations between ServiceNow and enterprise systems for seamless data flow and automation using existing integration hubs or customized REST APIs
• Design and maintain reports, workspaces, dashboards, service portals, and data visualizations
• Provide end users with actionable insights into platform performance and usage
• Conduct comprehensive testing including peer reviews and regression testing
• Develop and troubleshoot Automated Test Frameworks (ATF) to maintain platform reliability
• Participate in testing platform upgrades and patches to ensure business continuity
• Execute timely updates including password rotations, server upgrades, and adaptive maintenance
• Manage change activities, including risk evaluation and approvals
• Orchestrate migrations between instances using update sets or application repository functionality
• Create and maintain documentation for system processes, configurations, and troubleshooting procedures
• Provide training to end-users and stakeholders
• Investigate and resolve platform incidents through systematic troubleshooting and root cause analysis
• Proactively identify and implement process improvements and optimizations
• Adapt effectively to changing priorities in an evolving environment

Qualifications

• Required
  • Bachelor's degree in Computer Science, Computer Engineering, or equivalent practical experience
  • 8+ years of IT/software experience
  • 4+ years of IT/software development work experience, including at least 3 years focused on ServiceNow platform development
  • Proven experience with IRM/GRC ServiceNow applications
  • Demonstrated success designing, developing, and deploying at least 2 large-scale projects end-to-end
  • Practical experience following iterative and agile SDLC practices
  • Hands-on experience implementing ServiceNow integrations with other applications/platforms
  • JavaScript proficiency and understanding of REST API concepts and integration patterns
  • Willingness to learn other SaaS products and expand technical expertise
  • Familiarity with AI concepts and tools
  • Strong communication, collaboration, and problem-solving skills with a customer service orientation
• Preferred
  • ServiceNow CSA (Certified System Administrator) or ServiceNow CAD (Certified Application Developer) certifications
  • Hands-on API development experience
  • Experience evaluating or implementing AI-powered features in enterprise applications
  • Experience supporting other SaaS products such as NAVEX, Regology, Icertis, or iManage
  • Experience with Agile collaboration tools (JIRA, Confluence, Miro)

Key Skills

Education

Any Graduate