Product Specific Responsibilities
- Service Catalog and Request Fulfillment: Catalog Items, Record Producers, Order Guides, Requests, Requested Items, Catalog Tasks, approvals, Standard Changes, notifications and fulfillment orchestration.
- Automation: Flow Designer, subflows, actions, Integration Hub, legacy Workflow, Business Rules, Script Includes, Scheduled Jobs, events and reusable automation frameworks.
- Experience layer: Employee Center Pro and Service Portal, including catalog user experience, widgets/components.
- Integration architecture: REST, SOAP, Import Set APIs, MID Server, PowerShell-based integrations, authentication, error handling, observability and connected-system dependencies.
- Platform engineering: JavaScript, Glide APIs, scoped applications, update and deployment practices, data migration, Import Sets, Transform Maps, reports, dashboards, metrics and platform upgrades.
- Security and data: ACLs, roles, groups, data protection, CMDB relationships, data quality and configuration lifecycle management.
Education & Work Experience
- 7+ years of professional ServiceNow experience, including several years in solution architecture, technical architecture or lead developer responsibility for complex enterprise implementations.
- Demonstrated architecture and hands-on delivery experience in Service Catalog and IT Request Fulfillment, including catalog data models, request and task lifecycle, approvals, fulfillment orchestration, notifications and portal experience.
- Advanced ServiceNow development skills in JavaScript, Glide APIs, Script Includes, Business Rules, Client Scripts, UI Policies, UI Actions, events, Scheduled Jobs and object-oriented design principles.
- Strong practical experience with Flow Designer, reusable subflows/actions, IntegrationHub and maintainable enterprise automation patterns.
- Proven integration architecture and implementation experience using REST, SOAP, Import Sets, MID Server, authentication mechanisms and external automation technologies such as PowerShell.
- Ability to design solutions that are scalable, secure, upgradeable, supportable and close to out-of-the-box ServiceNow capabilities.
- Strong understanding of platform security, ACLs, role-based access, data protection, governance, performance, error handling and operational monitoring.
- Proven ability to review code and designs, diagnose complex cross-system issues, perform root cause analysis and guide developers through implementation.
- Experience producing architecture deliverables such as solution designs, integration designs, data flows, decision records, non-functional requirements and implementation guardrails.
- Use AI technologies to fulfill role responsibilities, improve solution design, automate tasks and enhance efficiency and quality.
- Explore, evaluate and empower the adoption of new AI technologies within the product team and the broader ServiceNow platform.
- Professional English communication skills and experience working with international, cross-functional Agile/Scrum/DevOps teams.
