ServiceNow Developer​/Lead – ITSM​/CSM

We are seeking an experienced Senior Service Now Developer with deep expertise in IT Service Management (ITSM) and Customer Service Management (CSM) to join our high-performing Service Now team. The ideal candidate will be a subject matter expert in Incident, Problem, Change, and Service Catalog as well as Developing workflows in Customer Service Management. Candidate will have strong hands-on experience with platform integrations and a deep understanding of best practices to mitigate business disruptions due to any migrations.

This individual must also bring working knowledge of Service Now's Artificial Intelligence capabilities, especially Predictive Intelligence, to help drive intelligent automation and smarter decision-making across the platform.

• Design, develop, and implement scalable solutions within the Service Now platform focused on ITSM and CSM capabilities.
• Serve as the ITSM Subject Matter Expert, delivering best-practice configurations for Incident, Problem, Change, and Request workflows.
• Build and optimize workflows using Flow Designer, emphasizing low-code automation best practices.
• Develop and maintain Service Catalog items, custom widgets, and dynamic user experiences using the Service Portal.
• Configure and enhance the Virtual Agent for self-service and automation scenarios.
• Integrate Service Now with third-party systems using REST/SOAP APIs, Integration Hub, and MID Servers.
• Leverage Predictive Intelligence to enable categorization, prioritization, and assignment automation using AI/ML models.
• Manage and execute platform upgrades, ensuring full functionality and minimal disruption.
• Build and maintain custom Performance Analytics dashboards and reporting solutions to support operational and strategic metrics.
• Participate in Agile sprints, peer code reviews, and continuous improvement efforts.
• Troubleshoot issues, provide production support, and ensure platform stability and performance.

• 5+ years of hands-on Service Now development experience, with strong focus on ITSM module. Intermediate level of knowledge, or greater, of CSM module.
• Expert-level knowledge of Incident, Problem, Change, Request, and Knowledge Management.
• Strong experience designing and maintaining complex workflows using Flow Designer.
• Demonstrated experience with Service Catalog, Record Producers, Workflows, and Approvals.
• Proficient with Service Portal development (custom widgets, Angular
  
  JS, HTML/CSS).
• Hands-on experience with Virtual Agent and conversational automation design.
• Experience working with Predictive Intelligence features, including model training, implementation, and tuning.
• Extensive experience integrating third-party systems with Service Now via REST/SOAP and Integration Hub. Deep understanding of mitigating business disruptions during these integrations.
• Proven ability to lead and support platform upgrades and manage upgrade-related issues. Deep understanding of mitigation business disruption during these upgrades.
• Familiarity with Performance Analytics and standard reporting capabilities.
• Ability to work independently, mentor junior developers, and engage with stakeholders across the enterprise.
• Must have Financial Services experience

• Experience working in Agile / Scrum environments
• Strong communication, collaboration, and problem-solving skills

• Experience with ITOM, CSM, or ITAM is a plus