JOB SUMMARY
The ITSM ServiceNow Developer is responsible for designing, configuring, coding, and implementing technical solutions on the ServiceNow platform, with a core focus on IT Service Management (ITSM) modules. This role translates business processes into automated cloud workflows to streamline enterprise IT operations.
KEY RESPONSIBILITIES
- ITSM Module Development: Customize and maintain core ITSM modules, including Incident, Problem, Change, Release, and Request Fulfillment.
- CSDM Implementation: Design and maintain a Common Service Data Model (CSDM) framework, ensuring Business Services, Application Services, and Service Offerings are correctly mapped within the CMDB.
- Workflow Automation: Build advanced automations using Flow Designer, Workflow Editor, and IntegrationHub.
- Testing & Quality Assurance: Formulate test plans, conduct unit and integration testing, and perform regression testing before rolling out updates.
CORE QUALIFICATIONS & SKILLS
- Framework Knowledge: Deep understanding of ITIL v3 or v4 best practices.
- Certifications: Certified System Administrator (CSA) certification is required. ITSM or CSDM certifications are highly preferred.
- Technical Stack: Knowledge of HTML, CSS, AngularJS (for Service Portal), JavaScript, and GlideScript.
- Data Modeling: Strong understanding of ServiceNow CSDM implementation and how foundational data flows into CMDB governance.
