Required Skills & Experience
Required Qualifications
- 5+ years of ServiceNow development or administration experience, including responsibility for complex enterprise implementations.
- Hands-on experience implementing and supporting ServiceNow ITOM capabilities and integrations.
- Demonstrated experience with CMDB architecture, CI class modeling, relationships, data sources, reconciliation, health metrics, and governance.
- Practical experience applying CSDM concepts to services, applications, offerings, and supporting technical infrastructure.
- Advanced JavaScript and ServiceNow scripting skills, including Glide APIs and both client-side and server-side development.
- Experience with Discovery patterns, probes and sensors, credentials, schedules, MID Servers, and troubleshooting discovery results.
- Experience developing integrations using REST APIs, IntegrationHub, import sets, transform maps, and scripted interfaces.
- Strong understanding of ServiceNow security, roles, ACLs, scoped applications, update sets or application deployment, and source control practices.
- Strong analytical, troubleshooting, documentation, and communication skills.
- Ability to lead technical work, manage competing priorities, and collaborate effectively with technical and non-technical stakeholders.
Nice to Have Skills & Experience
Preferred Qualifications
- Experience with Service Mapping, Event Management, Agent Client Collector, Service Graph Connectors, or cloud discovery.
- Experience establishing CMDB governance, data certification, remediation processes, and dashboards for CMDB health and CSDM adoption.
- Experience with ITSM processes such as Incident, Request, Change, Problem, Knowledge, and Asset Management.
- Experience with automated testing, upgrade planning, clone management, release management, and production support.
- ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) certifications.
- Relevant ServiceNow implementation specialist certifications, particularly in Discovery, Service Mapping, or ITOM.
- Experience mentoring junior developers and contributing to technical design or architecture decisions.
- Ability to work in person three days per week.
Job Description
Key Responsibilities
- Lead the design, development, configuration, testing, deployment, and ongoing support of ServiceNow solutions across ITSM and ITOM.
- Design and enhance ITOM capabilities, including Discovery, Service Mapping, Event Management, and related integrations and automation.
- Own and improve CMDB architecture, data quality, health, governance, identification, reconciliation, normalization, and lifecycle processes.
- Advance CSDM adoption by aligning business applications, application services, technical services, service offerings, and supporting infrastructure to an agreed data model.
- Configure and develop Flow Designer flows and subflows, IntegrationHub spokes, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, notifications, scheduled jobs, and Service Catalog solutions.
- Develop and support integrations using REST/SOAP APIs, MID Servers, import sets, transform maps, IntegrationHub, and other enterprise integration patterns.
- Troubleshoot complex platform, discovery, credential, integration, data, performance, workflow, and access issues; identify root causes and implement durable fixes.
- Create technical designs, implementation plans, test cases, deployment documentation, support procedures, and platform standards.
- Perform technical reviews and provide mentoring and guidance to developers and administrators.
- Partner with platform owners, architects, infrastructure teams, security teams, business analysts, and process owners to translate requirements into maintainable ServiceNow solutions.
- Support Agile planning, backlog refinement, estimation, demonstrations, release activities, and production support.
- Promote platform governance, upgrade readiness, secure development practices, reuse, maintainability, and alignment with ServiceNow best practices.