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Responsibilities
Key Responsibilities:
* Develop and configure ServiceNow solutions using OOTB features to minimize customizations and long-term technical debt.
* Configure workflows, catalog items, Flow Designer logic, business rules, UI policies, and client/server scripts.
* Build and support integrations using REST/SOAP APIs, Integration Hub, and other native tools.
* Follow governance and documentation standards for update sets, deployment, and environment management.
* Collaborate with the support team on issue resolution, platform performance, and enhancement backlog.
Documentation & Governance:
* Maintain detailed technical documentation for all custom solutions, integrations, and configuration changes.
* Ensure traceability of requirements from intake through delivery and testing.
* Support platform governance by enforcing naming conventions, development standards, and version control practices.
* Contribute to building a living knowledge repository for internal development and support teams.
Business Analysis & Process Enablement:
* Partner with process owners and stakeholders to identify requirements and translate them into functional designs and user stories.
* Analyze current workflows and recommend improvements using native ServiceNow capabilities and automation.
* Serve as a liaison between the business and technical teams, ensuring alignment on priorities, scope, and deliverables.
* Assist with UAT coordination, test planning, and release management.
* Promote platform adoption and self-service through knowledgebase articles and stakeholder engagement.
Required Qualifications:
* Background in ITIL or ITSM process design and governance.
* 3+ years of hands-on ServiceNow experience in both development and functional/business analysis roles.
* Strong working knowledge of ITSM modules, CMDB, CSM, App Engine, ITOM/Event Management, Service Catalog, and Flow Designer.
* Skilled in JavaScript and the Glide platform APIs with a commitment to clean, maintainable code.
* Solid understanding of OOTB functionality and a philosophy of “configure, not customize.”
* Strong documentation and communication skills, with experience translating business needs into system solutions.
* Familiarity with Agile/Scrum environments and backlog management tools.
* Experience supporting or building internal knowledge bases and technical documentation libraries.
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