Description

• 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

Platform Configuration & Development

• 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 our Identity and Access Management platform via automated LDAP sync
• Build integrations between ServiceNow and enterprise systems for seamless data flow and automation using existing iHub spokes or customized REST APIs

Analytics & Reporting

• Design and maintain reports, workspaces, dashboards, service portals, and data visualizations
• Provide end users with actionable insights into platform performance and usage

Quality Assurance & Maintenance

• 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, AMI/midserver upgrades, and adaptive maintenance
• Manage change activities within JIRA instance, including risk evaluation and approvals
• Orchestrate migrations between instances using update sets or application repository functionality

Support & Continuous Improvement

• Create and maintain documentation for system processes, configurations, and troubleshooting procedures
• Provide training to end-users and stakeholders
• Investigate and resolve platform incidents with the appropriate level of urgency through systematic troubleshooting and root cause analysis (coordinate with ServiceNow support when needed)
• Proactively identify and implement process improvements and optimizations
• Adapt effectively to changing priorities in an evolving environment

What You'll Bring

Required Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, or equivalent practical experience
• 8+ 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 (hands-on API development experience helpful but not required)
• 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 Qualifications

• ServiceNow CSA (Certified System Administrator) or ServiceNow CAD (Certified Application Developer) certifications(any one)
• 8+ years of IT/software experience
• 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

Bachelor's degree