ServiceNow ITSM Developer

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Configure and oversee the Incident, Problem, Change, Request, and Knowledge Management modules.

• Develop and personalize workflows, business rules, UI policies, and notifications.

• Create and sustain Service Catalog items, record producers, and order guides.

• Set up SLAs, assignment rules, routing, and escalation logic.

• Establish and manage user groups and role-based access.

• Integrate ITSM applications with internal systems and external tools.

• Design Service Catalog items and fulfillment workflows.

• Configure catalog variables, variable sets, UI policies, and approval processes.

• Develop catalog client scripts and maintain catalog categories and user criteria.

• Enhance self-service capabilities and link catalog items to backend systems.

• Automate workflows using Flow Designer and business rules.

• Create approval flows for Change and Request Management.

• Set up auto-assignment, workload distribution, reminders, and auto-closure rules.

• Create scheduled jobs and system integrations.

• Configure and maintain Knowledge Management structures, workflows, and approval processes.

• Support Knowledge-Centered Service (KCS) practices.

• Develop templates, articles, analytics configurations, and feedback mechanisms.

• Create reports, dashboards, and ITSM performance metrics.

• Build executive-level dashboards and assist with compliance reporting.

• Analyze trends and provide recommendations for ongoing improvement.

• Troubleshoot and resolve ITSM application issues.

• Provide production support and engage in upgrades, patches, and testing.

• Document configurations, designs, and procedures.

• Train end users and support teams on new functionalities.

• Partner with process owners to implement ITIL best practices.

• Gather and refine requirements in collaboration with business stakeholders.

• Collaborate with infrastructure and development teams on integrations.

• Participate in CAB meetings and Agile ceremonies.

• Provide knowledge transfer to operational teams.

⛳️ Requirements

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Implementation Specialist – ITSM or equivalent hands-on experience.

• Strong grasp of ServiceNow fundamentals and ITSM applications.

• Familiarity with ITIL processes.

• Experience in Service Catalog development and Flow Designer.

• Basic JavaScript knowledge for business rules and client scripts.

• Understanding of SLA management, notifications, UI/data policies, and ACLs.

• Knowledge of REST/SOAP integrations.

• Experience with reporting and dashboards.

• 1–3 years of experience on the ServiceNow platform.

• Hands-on configuration experience with ITSM modules.

• Experience in developing Service Catalog workflows and automation.

• Understanding of IT service delivery and support models.

• Exposure to scripting within ServiceNow.

• Bachelor's degree or equivalent experience.

• Active Secret Clearance.

• Strong problem-solving and analytical skills.

• Clear communication skills with both technical and non-technical audiences.

• Customer-service oriented mindset and attention to user experience.

• Ability to translate requirements into scalable solutions.

• Collaborative team player with a focus on process improvement.

🏝️ Benefits

• Flexible time off benefit.

• Comprehensive learning resources.

• Healthcare benefits.

• Wellness benefits.

• Financial benefits.

• Retirement benefits.

• Family support benefits.

• Continuing education benefits.

• Time off benefits.

• Competitive compensation.

• Opportunities for learning and development.