Application Developer, ITSM

Job Purpose and Impact

A ServiceNow Developer specializing in the ITSM module, responsible for designing, configuring, and customizing ServiceNow tool to support IT service management processes. Expertise includes Incident, Problem, Change, Request, and Knowledge Management, along with workflow automation and integrations to improve service delivery and operational efficiency. Collaborates closely with stakeholders to translate business requirements into scalable technical solutions while ensuring platform stability, performance, and best practices

Key Accountabilities

• APPLICATION CONFIGURATION MANAGEMENT: Sets up and maintains application configurations to meet user and business requirements while developing and recommending improvements to standard and moderately complex application support processes and procedures.
• APPLICATION DEVELOPMENT & DEPLOYMENT: Performs programming, configuration, testing and deployment of fixes or updates for application version releases.
• Configure and customize ITSM modules (Incident, Problem, Change, Request, CMDB)
• Develop Business Rules, Client Scripts, UI Policies, Script Includes, and Workflows/Flows
• Implement Service Catalog items and approvals
• Build integrations using REST/SOAP APIs and MID Server
• Maintain CMDB health and data integrity
• Perform unit testing, debugging, and platform upgrades
• Follow ServiceNow best practices and governance standards
• Provide technical documentation and support to end users
• USER COMMUNICATION & SUPPORT: Keeps an open channel of communication with users and responds to standard and moderately complex application support requests and needs.
• APPLICATION SUPPORT: Conducts advanced and complex application support activities to deliver on business outcomes.
• STAKEHOLDER MANAGEMENT: Works with multi-functional teams, including developers, product managers and business partners to ensure configurations align with standards and project goals.

• Minimum requirement of 2 years of relevant work experience. Typically reflects 3 years or more of relevant experience.