Senior ServiceNow Developer

Role overview

This role owns the technical delivery and ongoing stewardship of an enterprise ServiceNow implementation centered on Customer Service Management and case management. You will inherit and improve a platform initially configured by an external implementation partner, guide it through user acceptance testing and production deployment, and establish a scalable, supportable, and auditable operating model with clear ownership of releases and technical quality.

Responsibilities

- Design, configure, develop, enhance, and deploy ServiceNow solutions and custom applications using sound SDLC practices and out-of-the-box functionality where appropriate. - Translate business requirements into maintainable technical designs in partnership with business analysts, platform stakeholders, and business teams. - Configure and extend CSM/TPSM modules, workflows, forms, rules, portals, workspaces, and user experiences. - Review partner-delivered configurations, update sets, and release artifacts for quality, maintainability, standards compliance, and regression risk. - Troubleshoot platform defects, workflow failures, integrations, and performance bottlenecks across development, test, and production environments. - Support user acceptance testing, release readiness, change-review processes, production deployment, and customer cutover. - Collaborate with stakeholders to triage issues, support validation, and maintain platform integrity after the external implementation engagement ends.

Requirements

- Five or more years of hands-on ServiceNow development experience. - Experience supporting enterprise-scale implementations in a global business environment. - Strong practical experience designing, configuring, developing, and supporting ServiceNow CSM applications and workflows. - Experience taking over, stabilizing, and improving an instance originally implemented by a third party. - Demonstrated ability to understand existing configurations and enhance them without introducing avoidable regression risk. - Experience with Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, enterprise integrations, and scalable workflow automation. - Availability for working-hour overlap with EMEA or APAC business hours. - ServiceNow Certified System Administrator and Certified Application Developer credentials.

Nice to have

- Certified Implementation Specialist credential in Customer Service Management. - Exposure to Now Assist, Predictive Intelligence, or other intelligent workflow capabilities.

Benefits and work setup

- The role supports global collaboration and may require overlap with EMEA or APAC operating hours. - Compensation is determined using labor-market data, location, education, experience, knowledge, skills, and overall alignment with the role.