Servicenow Developer (HRSD, CSM)

Role & responsibilities

Platform Administration & Configuration

• Carry out admin, configuration, and development activities across ServiceNow ITSM modules Incident Management, Problem Management, Change Management, Knowledge Management, CMDB, Service Requests, SLM, and Virtual Agent.
• Configure and support non-ITSM modules, including ITOM, ITBM, HRSD, and CSM.
• Build and maintain UI Actions, UI Policies, and Access Control Lists (ACLs) to manage platform behaviour and security.
• Use ACLs to control the security mechanism in ServiceNow, governing user access to data and functions.
• Plan and perform platform upgrades, validating functionality and minimising disruption to live services.
• Maintain accurate configuration data within the CMDB to support reliable, well-governed services.

Development & Technical Solutions

• Develop technical solutions, implement them, and perform component integration tests against business requirements.
• Write various server-side scripts using Script Includes and related scripting techniques.
• Develop and maintain the Employee Self-Service (ESS) portal through Content Management.
• Understand business needs and the need to standardise processes, building this into the platform design.
• Apply familiarity with SQL, HTML, and CSS to extend and customise platform functionality.
• Document technical designs and configurations to support maintainability and knowledge sharing.
• Experience with Now Assist for ITSM (incident summarization, resolution notes etc)
• Awareness of GenAI and Agentic AI capabilities in ServiceNow (AI Search, Virtual Agent)

Integration

• Integrate ServiceNow with other systems using SOAP and REST APIs.
• Support integration of ServiceNow (SNOW) with monitoring solutions.
• Collaborate with various cross-functional teams to define and determine integration requirements.

Collaboration & Continuous Improvement

• Collaborate with cross-functional teams to gather requirements and deliver fit-for-purpose solutions.
• Communicate clearly, both verbally and in writing, interacting with and influencing stakeholders at all levels of the organisation.
• Understand business needs and standardise processes, embedding good practice into platform design.
• Share knowledge and document solutions to support the wider team and continuous improvement.
• Stay current with new ServiceNow capabilities and apply them to improve service quality and efficiency.

Preferred candidate profile

• Experience on non-ITSM modules, e.g. ITOM, ITBM, HRSD & CSM
• Exposure to SOAP and REST API integration, and to ServiceNow integration with monitoring solutions
• Bachelors degree in Computer Science or a related field
• 5+ years relevant experience
• Certified ServiceNow Administrator (mandatory)
• Experience in admin, configuration, and development across ServiceNow ITSM modules (Incident, Problem, Change, Knowledge Management, CMDB, Service Requests, SLM, and Virtual Agent)
• Familiarity with SQL, HTML, and CSS
• Excellent verbal and written communication skills, with the ability to interact and influence at all levels of the organisation