ITSM Developer – ServiceNow

Location: Mexico – Remote

Work Model: Work From Home

Project: Long-term

Engagement: Nearshore

Job Description

We are looking for an ITSM Developer with strong experience in ServiceNow to join a long-term nearshore project supporting the development, configuration, customization, and continuous improvement of ITSM solutions.

The ideal candidate will work closely with cross-functional teams to translate business and IT service management requirements into scalable ServiceNow solutions while following ITIL and ITSM best practices.

Key Responsibilities

• Develop, configure, and customize ServiceNow ITSM applications, workflows, and automation.
• Implement integrations with external systems using APIs, web services, and related technologies.
• Collaborate with cross-functional teams to gather, analyze, and refine business and ITSM process requirements.
• Design, build, and troubleshoot ServiceNow modules including:
• Incident
• Problem
• Major Incident Management (MIM)
• CMDB
• CSDM
• Change Management
• Service Portal
• Knowledge Management
• ITOM
• Request Management
• Service Catalog
• Perform ServiceNow platform administration activities, including user management, access control (ACLs), roles, groups, and Service Portal configuration.
• Create and maintain technical documentation, configuration records, and user training materials.
• Develop and execute unit tests, regression tests, and QA checks to ensure solution reliability.
• Apply ITIL and ITSM best practices to improve service delivery and maintain enterprise standards.

Requirements

• Professional experience as a ServiceNow Developer / ITSM Developer.
• Hands-on experience developing and configuring ServiceNow ITSM solutions.
• Experience with ServiceNow workflows, automation, modules, and platform configuration.
• Experience working with APIs and web services for system integrations.
• Knowledge of ITIL / ITSM best practices.
• Experience with ServiceNow administration, including ACLs, roles, groups, and user management.
• Ability to work effectively with technical and cross-functional teams.
• Strong troubleshooting and analytical skills.
• English proficiency suitable for working with international teams.

ServiceNow Skills

ServiceNow ITSM | Incident | Problem | Change | MIM | CMDB | CSDM | ITOM | Service Portal | Knowledge | Request | Service Catalog | Workflows | Automation | APIs | Web Services | ACLs | ITIL