ITSM Developer

About The Opportunity

Netrix Global is looking for a skilled ITSM Developer with administration expertise in ServiceNow TPSM for 6 months contract. The role involves administration, configuration, and technical ownership across multiple ServiceNow products including CSM, ITSM Professional, CMDB, Asset Management, Workflow Studio, Integration Hub, Advanced Work Assignment, Workspaces, Predictive Intelligence, Platform Analytics, and NowAssist.

The ideal candidate will work closely with our internal and external customers to ensure the platform's stability, optimize workflows, and support integrations with third-party tools.

This role requires a technically strong, self-driven professional with experience across multiple ServiceNow products and integrations. The ideal candidate will lead platform improvements, manage integrations, and ensure governance across multiple customer domains.

How You Will Make An Impact

• Perform administration, configuration, and support for domain-separated ServiceNow instances.
• Implement and maintain ITSM, CSM, CMDB, and Asset Management functionalities.
• Manage and optimize Service Operations Workspace and other ServiceNow workspaces for improved agent productivity.
• Develop and troubleshoot Client Scripts, UI Actions, UI Policies, Business Rules, Roles, and ACLs.
• Design and maintain workflows, Flow Designer flows, and decision tables using Workflow Studio.
• Configure Inbound Actions, Notifications, and Email Integrations.
• Manage Knowledge Base, Employee Center, and Service Catalog setup and permissions.
• Build and maintain reports, dashboards, and performance/ platform analytics indicators.
• Administer SLAs, Surveys, and Assessments to measure service delivery quality.
• Support and configure Automated Work Assignment (AWA), Predictive Intelligence, and Virtual Agent experiences.
• Architect and manage API integrations with external tools using REST, SOAP, JSON/XML, Postman, and Integration Hub.
• Maintain the CMDB integrity, discovery schedules, and relationships across domains.
• Troubleshoot platform issues, perform root cause analysis, and apply sustainable fixes.
• Ensure adherence to ServiceNow governance, domain separation, and security standards.
• Develop and maintain Customer & Employee Center Portals within ServiceNow TPSM, providing users with intuitive self-service capabilities.
• Design and create reports and dashboards to provide insights into IT service performance and key metrics to internal and external customers using Performance and Platform Analytics.
• Explore and introduce AI capabilities.

What You Will Bring To The Table

Documentation and Knowledge Sharing

• Responsible for documentation of user stories post requirements gathering sessions with associated acceptance critieria
• Document system configurations, procedures, and best practices for ServiceNow ITSM administration and usage.
• Provide training and knowledge transfer sessions to IT staff and end-users on ServiceNow ITSM functionality and capabilities.
• Foster a culture of knowledge sharing and collaboration within the ITSM team.

Process Optimization

• Collaborate with IT stakeholders to analyze existing processes and identify areas for improvement.
• sign and implement optimized workflows, automation, and integrations within ServiceNow.
• Continuously review and refine processes using the ITIL framework to enhance efficiency, quality, and user experience.

ServiceNow Ongoing Support and Administration

• Work with Managed Services Teams to implement new service requirements within best practices and standardizations.
• Troubleshoot and resolve any issues.

QUALIFICATIONS

• Bachelor's or master's degree in computer science, Information Technology or a related field.
• ServiceNow Certified Associate/Professional.
• 5 – 8 years of minimum experience in ServiceNow ITSM development and administration.
• Ability to work independently, navigate ambiguity, solve complex challenges, and operate in a fast-paced team environment.
• Experience is delivering Time & Material (T&M) projects for external customers
• Excellent collaboration and problem-solving skills.
• Excellent verbal and written communication skills.
• Passion for continuously improving performance and customer satisfaction.
• Demonstrated success in managing multiple projects, organizing, and coordinating work efficiently, prioritizing workload, and adhering to deadlines.
• Embraces change and perform with confidence in the face of ambiguity.
• Able to work independently and in a team environment.

TECHNICAL PROFICIENCIES

Strong foundation in ServiceNow administration fundamentals, including:

• Client Scripts, UI Policies, UI Actions
• Business Rules, Roles, ACLs, and Security
• Notifications and Inbound Actions

Proven expertise in:

• Now Assist – ServiceNow AI capabilities
• Automated Work Assignment (AWA), Predictive Intelligence and Virtual Agent
• CMDB and Asset Management
• Workflow Studio / Flow Designer / Decision Tables
• Service Operations Workspace and Employee Center
• Process Mining, Platform & Performance Analytics - Reports, Dashboards, and SLAs
• Knowledge Management and Surveys
• Incident, Request, Problem, and Change Management

Hands-on experience designing and managing API-based integrations using:

• REST APIs, SOAP APIs, JSON/XML payloads
• Postman for API testing and automation
• Integration Hub, Data Sources, and Scripted REST APIs
• Strong understanding of domain separation principles and multi-tenant platform design
• ServiceNow certification in CSM, ITSM or CMDB & Asset Management.

REQUIRED SKILLS

• 5–8 years of ServiceNow administration experience (preferably in a Managed Services or domain-separated setup).
• Strong knowledge of Incident, Request, Problem, Change, and CMDB processes.
• Hands-on expertise with API-based integrations (REST, SOAP, JSON/XML, Postman).
• Familiarity with Service Operations Workspace, Workflow Studio, and Integration Hub.
• Excellent communication skills and willingness to work U.S. hours.

PREFERRED QUALIFICATIONS

• ServiceNow Certified System Administrator (CSA) — Required.
• ServiceNow Certified Implementation Specialist (ITSM or CSM) — Preferred.
• Experience working within an MSP or multi-customer environment.
• Familiarity with ITIL v4 processes.
• Exposure to Performance Analytics, Asset Management, CMDB, Discovery, or Service Mapping is a plus.

KEY GOALS (in sequential order)

• Improving Customer and User Experience
• System Availability and Responsiveness
• Streamlining processes and workflows
• Incident and Requests to be completed within agreed OLA.
• Adherence to Change Management

About US

At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!

Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today's most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.

We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country's top system integrators.

At Netrix, we're driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided with reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.

To learn more about Netrix Global please go to www.netrixglobal.com (http://www.netrixglobal.com)