Resolvetech Solutions - Senior ServiceNow Developer/Consultant - ITSM Module

Description :

Job Summary :

Role : Senior ServiceNow Developer

We are looking for a Senior ServiceNow Developer with deep expertise in IT Service Management (ITSM) and hands-on experience implementing AI-driven solutions on the ServiceNow platform. The ideal candidate will be responsible for designing, developing, and enhancing ServiceNow applications with a focus on automation, predictive intelligence, and virtual agent capabilities to drive operational efficiency and improve user experience.

Key Responsibilities :

Development & Customization :

- Design, develop, and configure ServiceNow ITSM modules including Incident, Problem, Change, and Request Management.

- Build custom applications, workflows, and UI enhancements within the ServiceNow platform.

AI & Automation :

- Implement AI/ML solutions such as Predictive Intelligence, Virtual Agent, and Recommendation Engine.

- Integrate AI-driven workflows to enable automated issue resolution and self-service capabilities.

Integration & Enhancements :

- Develop and maintain REST/SOAP integrations with third-party applications.

- Implement and enhance ServiceNow Performance Analytics dashboards.

Upgrades & Maintenance :

- Participate in platform upgrades, patching, and release management activities.

- Ensure all customizations follow best practices, coding standards, and security policies.

Collaboration & Support :

- Work closely with architects, business analysts, and stakeholders to gather requirements and deliver scalable solutions.

- Provide technical support and knowledge transfer to junior developers.

Key Responsibilities :

- Design, develop, and enhance ITSM solutions including Incident, Problem, Change, Request, Knowledge, and CMDB.

- Build and maintain integrations between ServiceNow and third-party platforms using REST, SOAP, IntegrationHub, and MID Servers.

- Develop client-side and server-side scripts (Client Scripts, Business Rules, Script Includes, UI Actions) to support business logic.

- Configure and maintain workflows, Flow Designer flows, UI policies, data policies, notifications, and access controls.

- Collaborate with stakeholders and technical teams to gather requirements and translate them into effective ServiceNow solutions.

Contribute to implementations involving one or more specialized modules :

- ITOM Discovery, Service Mapping, Event Management

- ITAM Hardware/Software Asset Management

- ITBM Project, Demand, Agile

- HRSD Employee Center, Lifecycle Events

- GRC Risk, Compliance, Policy Management

- Ensure performance, maintainability, and adherence to best practices in all development activities.

- Support CI/CD processes, update sets, and version control management.

Required Skills :

- 5+ years of hands-on ServiceNow development experience with a strong focus on ITSM

- Must have : proven experience building integrations using REST and SOAP APIs

- Proficient in JavaScript, Glide API, and platform-specific scripting

- Solid understanding of CMDB structure, data model, and lifecycle management

- Experience with designing and implementing workflows using Flow Designer

- Strong grasp of ITIL processes and service management principles

- Hands-on experience with ACLs, form and list configurations, and catalog item development

Preferred Qualifications :

- ServiceNow Certified System Administrator (CSA)

- Certification in a specialized area such as ITOM, HRSD, or GRC

- Familiarity with Agile methodologies and sprint-based delivery

- Strong analytical and communication skills

Nice to Have :

- Exposure to Service Portal and custom application development

- Experience maintaining CMDB health metrics

- Understanding of ServiceNow security model and RBAC