Senior Developer - ITSM

Job Summary:

We are seeking an experienced Senior ServiceNow ITSM Developer to lead the design, development, and implementation of ITSM solutions on the ServiceNow platform. This role involves working across multiple modules, mentoring junior developers, and driving automation and integration efforts to enhance IT service delivery.

Key Responsibilities:

Platform Development & Configuration

• Design and develop scalable ServiceNow ITSM solutions including Incident, Problem, Change, Request, and Knowledge Management.
• Build and maintain workflows, business rules, UI policies, Script Includes, and Service Portal components.
• Develop integrations with external systems using REST/SOAP APIs and MID Server.

Architecture & Automation

• Lead architecture discussions and solution design for ITSM, ITOM, and CMDB modules.
• Implement automation using Flow Designer, IntegrationHub, and Performance Analytics.
• Maintain CMDB accuracy through reconciliation rules, transform maps, and CI lifecycle workflows.

Reporting & Dashboards

• Create interactive dashboards, widgets, and reports to support business intelligence and operational metrics.
• Implement KRIs, KPIs, and control metrics for process and performance monitoring.

Collaboration & Leadership

• Collaborate with cross-functional teams to gather requirements and deliver tailored solutions.
• Mentor junior developers and contribute to Agile development practices.
• Ensure compliance with ITIL processes and accessibility standards (e.g., WCAG).

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 6+ years of experience in ServiceNow development, with a focus on ITSM.
• Strong proficiency in JavaScript, HTML, CSS, XML, and ServiceNow Glide scripting.
• Experience with ServiceNow modules: ITSM, ITOM, CMDB, HRSD.
• ServiceNow Certified System Administrator (CSA) and ITSM Implementation Specialist.

Preferred Skills:

• Experience with Service Portal, Bootstrap, AngularJS.
• Familiarity with case management, Playbooks, and NowAssist.
• Strong understanding of ITIL framework and enterprise IT operations.
• Experience in federal or enterprise environments with compliance requirements.