ServiceNow ITSM & ITOM Developer

Role Overview 

The ServiceNow (SNOW) ITSM and ITOM Developer is responsible for designing, developing, configuring, and maintaining solutions on the SNOW platform, with a focus on IT Service Management (ITSM) and IT Operations Management (ITOM) modules. This role supports automation, process optimization, and integration of IT workflows to enhance service delivery, operational efficiency, and reliability. 

Key Responsibilities 

• Develop and configure SNOW ITSM and ITOM applications, including Incident, Problem, Change, Knowledge, Discovery, Event Management, and CMDB modules  
• Implement and optimize workflows, business rules, UI policies, and automation for ITSM and ITOM processes 
• Design and maintain integrations with external systems (e.g., Active Directory, monitoring tools, cloud platforms) using REST, SOAP, and APIs 
• Manage and enhance the Configuration Management Database (CMDB), ensuring data integrity and alignment with the Common Service Data Model (CSDM) 
• Implement and manage SNOW Discovery and Service Mapping to identify and maintain Configuration Items (CIs) 
• Troubleshoot and resolve complex issues related to SNOW ITSM and ITOM modules 
• Collaborate with IT teams, stakeholders, and end users to gather requirements and deliver effective solutions 
• Maintain technical documentation for configurations, customizations, and integrations 
• Ensure compliance with IT security standards, best practices, and governance requirements 
• Participate in agile development processes, including sprint planning, reviews, and daily stand-ups 

Required Skills and Qualifications 

• Bachelor's degree in Computer Science, Information Technology, or a related field 
• 5+ years of hands-on experience in SNOW development, with a focus on ITSM and ITOM modules  
• Proficiency in JavaScript, SNOW Glide scripting, HTML, and CSS 
• Strong understanding of IT Service Management (ITSM) concepts, ITIL framework, and IT Operations Management (ITOM) practices 
• Experience with SNOW Discovery, Event Management, and CMDB lifecycle management 
• Experience with API integrations (REST, SOAP) and SNOW IntegrationHub 
• Familiarity with SNOW development tools (Flow Designer, Studio IDE, Update Sets) 
• SNOW certifications (CSA, CAD, ITSM, ITOM Implementation Specialist) are preferred 

Preferred Qualifications 

• Experience with cloud-native infrastructure and cloud discovery tools 
• Knowledge of SNOW Agent Client Collector (ACC) and advanced CMDB features 
• Experience in agile methodologies (Scrum, Kanban) 
• Strong analytical, problem-solving, and communication skills