ServiceNow WSD Specialist / Developer

Position Type : Full-Time

Experience Level : Mid-to-Senior Level (7 plus years)

Position Overview :

We are looking for a highly skilled ServiceNow Workplace Service Delivery (WSD) Specialist / Developer to design, configure, and implement digital workplace workflows across our enterprise. In this role, you will leverage ServiceNow WSD tools - including Workplace Reservation Management, Space Management, Visitor Management, Indoor Mapping, and Case Management - to optimize physical workspace utilization and create modern, hybrid-friendly employee experiences. You will work closely with Facilities, Corporate Real Estate, IT, and HR teams to translate business needs into scalable ServiceNow configurations, custom integrations, and automated workflows.

Key Responsibilities :

1. ServiceNow WSD Implementation & Customization :

- Core Module Configuration : Lead the design, build, and enhancement of ServiceNow WSD applications (Workplace Reservation Management, Space Management, Visitor Management, Move Management, Lease Administration, and Maintenance Management).

- Indoor Mapping & CAD Integration : Configure interactive floor maps, space allocation, desk/room booking interfaces, and manage AutoCAD/floorplan imports within ServiceNow.

- Portal & Employee Experience : Customize Employee Center (EC), Service Portals, and Mobile App interfaces to deliver seamless, self-service workplace booking and reporting tools for employees.

2. Workflow Automation & Integration :

- Develop automated workflows using Flow Designer, IntegrationHub, Business Rules, Client Scripts, and Script Includes.

- Build and maintain REST/SOAP API integrations connecting ServiceNow WSD with external systems (e.g., IoT sensors, badge/access control systems, Exchange/Office 365 calendars, and HR systems).

- Configure Virtual Agent conversations and AI-driven workflows (Now Assist) to handle automated workplace reservation requests and general inquiries.

3. Stakeholder Collaboration & Analytics :

- Facilitate requirements-gathering workshops with Facilities, Security, and Corporate Real Estate teams to define workplace management processes.

- Design multi-persona dashboards and reports using Performance Analytics to provide real-time insights into space utilization, occupancy trends, and visitor volume.

- Provide tier-3 technical support, root cause analysis, platform health monitoring, and lead version upgrade testing for WSD components.

Required Skills & Qualifications :

Education : Bachelors degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.

Overall Experience : 3+ years of dedicated hands-on experience on the ServiceNow platform.

WSD Expertise : Minimum 2+ years implementing and configuring ServiceNow Workplace Service Delivery (WSD) suite modules in an enterprise setting.

Technical Skills :

- Development & Scripting : Strong proficiency in JavaScript, HTML, CSS, Jelly, and ServiceNow APIs.

- Platform Architecture : Deep understanding of ServiceNow Data Models, Flow Designer, Service Portal customization, Widget development, and Access Control Lists (ACLs).

- Spatial & Facilities Tools : Experience managing spatial data, indoor mapping, and AutoCAD floorplan integrations within ServiceNow WSD.

- Integration Capabilities : Hands-on experience with REST/SOAP web services, JSON/XML data formats, and IntegrationHub.