ServiceNow Developer

Description

We are seeking a highly skilled and experienced Service Now Developer to join our team as a key leader responsible for managing and enhancing our Service Now platform. This role will focus on designing, developing, and implementing innovative solutions, platform administration, version management, maintenance, and ensuring that technology documentation is continuously updated to keep our systems robust, scalable, and future-ready.

In addition to deep expertise in the Service Now ecosystem, the candidate will also manage AWS Connect development and administration efforts. If prior experience with AWS Connect is limited, the candidate must have the willingness and technical aptitude to quickly learn and become a subject matter expert.

This position requires collaboration with cross‑functional stakeholders, adoption of industry best practices rooted in ITIL principles, and the capability to lead internal demonstrations showcasing newly developed solutions.

As a remote position, the ideal candidate must be based in the U.S

• Service Now Administration/Development
  • Serve as the Service Now Administrator, ensuring system health, regular maintenance, and optimal performance.
  • Track and prepare for all maintenance notifications, assessing potential risks to the Service Now environment and executing proactive remediation as needed.
  • Log and document all maintenance changes and communicate potential production impacts across teams.
  • Manage version releases, upgrades, and patches to ensure the platform is secure, supported, and functioning effectively without disrupting existing capabilities.
  • Design and develop Service Now customizations, including workflows, applications, UI enhancements, system configurations, and integrations with third‑party tools.
• AWS Connect Administration/Development
  • Act as the AWS Connect Administrator, overseeing configuration, customization, maintenance, and integration with other tools.
  • Quickly learn, master, and lead AWS Connect as a key enterprise solution, becoming the go‑to technical lead for its lifecycle management.
• Process Optimization and Best Practices
  • Apply ITIL/ITSM frameworks to design, development, implementation, and maintenance of solutions, ensuring services align with best practices for reliability, scalability, and efficiency.
  • Integrate technical solutions across Service Now and AWS Connect to enhance workflows, data sharing, and business processes.
• Documentation and Communication
  • Continuously update and document the organization’s technology infrastructure, including configurations, workflows, integrations, and development changes for longevity and clarity.
  • Lead internal demonstrations of completed enhancements to explain new features, capabilities, and business value to technical and non‑technical stakeholders.
• Leadership & Support
  • Collaborate with the product team(s) to gather and analyze business and technical requirements, translating them into actionable system improvements.
  • Provide mentorship to team members, delivering guidance around best practices and technical support for both Service Now and AWS Connect technologies.
  • Monitor Service Now and AWS Connect for vulnerabilities, system risks, and opportunities to improve performance and proactively resolve issues as they arise.
• Industry Awareness
  • Remain up to date on industry trends and innovations in Service Now and AWS Connect to keep the organization’s systems competitive and future ready.

• 5+ years of hands‑on experience as a Service Now Developer, with proven customization and operational management skills.
• Deep understanding of Service Now ecosystems, including ITSM modules (Incident, Change, Problem, Request, Knowledge, CMDB, etc.).
• Solid understanding of ITIL and its application to Service Now workflows and platform administration.
• Proficiency in JavaScript, Glide scripting, and web technologies (HTML, CSS, REST/SOAP APIs).
• Demonstrable experience tracking and implementing platform patches, upgrades, and version releases with minimal business disruption.
• Experience developing and managing integrations between Service Now and third‑party systems using APIs.