ServiceNow Developer

Job Title: ServiceNow Developer

Location: NYC, NY (Hybrid)

Duration: 12 Months

Domain – Investment Banking

Overview

looking for a ServiceNow Developer to design, build, and enhance solutions within the IT Service Management (ITSM) module, while also providing ongoing production/BAU support on the same platform. The ideal candidate is equally comfortable doing new development (configuration, scripting, workflow design) and being a go-to resource for troubleshooting, incident resolution, and stabilization of existing ITSM processes — Incident, Problem, Change, Request, Knowledge, and CMDB.

Key Responsibilities

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• Design, develop, configure, and enhance ServiceNow ITSM applications: Incident, Problem, Change, Request Management, Knowledge Management, and CMDB.
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• Provide L2/L3 production support for the ITSM module — triage and resolve platform issues, script errors, workflow failures, and integration breaks.
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• Translate business requirements and user stories into technical designs, then build them using Flow Designer, Business Rules, Client Scripts, UI Policies, ACLs, and Script Includes.
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• Build and maintain integrations between ServiceNow and other enterprise systems (REST/SOAP APIs, MID Server, LDAP/SSO).
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• Support ITIL-aligned processes and ensure platform configuration adheres to ITIL best practices (Incident, Problem, Change, Release, Request Fulfillment).
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• Participate in release management: testing, deployment, update set migration across Dev/Test/Prod instances.
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• Maintain and improve CMDB data quality, CI relationships, and discovery configuration.
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• Partner with Business Analysts, Architects, and Process Owners to refine requirements and prioritize backlog items.
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• Support internal/external audit requests by documenting configurations, controls, and change history.
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• Create and maintain technical documentation, runbooks, and knowledge base articles.
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• Participate in an on-call/rotational support model as needed for production incidents.
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Required Qualifications

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• Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience.
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• 8+ years of hands-on ServiceNow development experience, with strong depth in the ITSM/ITIL module specifically.
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• Solid understanding of ITIL framework and processes (Incident, Problem, Change, Request, Release).
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• Proficiency in JavaScript, Glide APIs, Business Rules, Client Scripts, UI Policies/Actions, ACLs, Script Includes.
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• Experience with Flow Designer / Workflow Editor, Service Portal, and update set/change management practices.
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• Experience with CMDB structure, CI classes, and relationships.
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• Experience supporting a live production ServiceNow environment (not just greenfield builds).
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• Strong troubleshooting and root-cause analysis skills under time pressure.
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• Prior experience in financial services, banking, or another regulated industry is a strong plus.
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• Excellent written and verbal communication skills; comfortable working directly with business stakeholders and auditors.
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Preferred / Nice to Have

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• ServiceNow Certified System Administrator (CSA).
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• ServiceNow Certified Application Developer (CAD).
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• ITIL Foundation Certification.
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• Experience with additional ServiceNow modules: ITOM, ITAM/SAM, SecOps, GRC/IRM.
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• Experience with REST/SOAP integrations, MID Server setup, and SSO/LDAP integration.
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Exposure to Agile/Scrum delivery methodology.