Software Engineer II

ServiceNow Application Developer

Astreya | Full-Time | ServiceNow Platform Team - ITSM · HAM · SAM

About the Role

Astreya is building ServiceNow into the day-to-day operating platform for our service delivery teams (Fulfillers) across IT Service Management (ITSM), Hardware Asset Management (HAM), and Software Asset Management (SAM). Our ServiceNow Process Advisors define what belongs on the platform, how processes should work, and the governance guardrails the build must follow. We are hiring a ServiceNow Application Developer to turn those designs into working, supportable platform capability.

This is a hands-on build role. You will take approved process designs - intake structures, catalog items, fulfillment workflows, asset lifecycle processes, CMDB data standards - and implement them on the platform: configuring, scripting, testing, and releasing. You will work day-to-day with the Process Advisor, who acts as the process authority for the program, and you will be expected to build to the agreed design rather than around it - favoring out-of-the-box capability and configuration over customization, and raising a flag when a requested build conflicts with the platform’s guardrails or long-term maintainability.

What You Will Do

• Build to design: Implement approved process designs across ITSM (Incident Management, Request Fulfillment, Service Catalog items, RITM/SCTASK structures, SLA definitions), HAM (asset lifecycle, stockroom and inventory processes), and SAM (software requests, entitlements, license allocation, reclamation workflows).
• Platform development: Configure and develop on the platform using Flow Designer, business rules, client scripts, UI policies, script includes, notifications, ACLs, and Service Portal / Employee Center configuration - using JavaScript and Glide APIs where scripting is genuinely required.
• CMDB and data model: Implement and maintain the agreed CMDB and asset data model: CI classes, Asset-CI relationships, identification and reconciliation rules, and data quality jobs, in line with the data standards set by the Process Advisor.
• Integrations: Build and maintain integrations with adjacent systems (e.g., procurement, discovery, HR, endpoint management) using IntegrationHub, REST APIs, and import sets / transform maps.
• Quality and release: Write and maintain Automated Test Framework (ATF) coverage for what you build; follow update set / source control discipline, instance hygiene, and release practices across dev, test, and production.
• Guardrail discipline: Prefer configuration over customization; document every deviation from out-of-the-box behavior and its rationale. Surface conflicts between requested builds and platform guardrails to the Process Advisor and platform owner before building.
• Fulfiller experience: Support the teams who live in the platform: tune forms, views, and queues for Fulfiller productivity, fix defects quickly, and turn recurring pain points into small platform improvements.
• Documentation: Maintain clear technical documentation - configuration records, integration specs, runbooks - so what you build is supportable by others.

Required Qualifications

• 3-6 years of hands-on ServiceNow development and configuration experience, with at least one substantial implementation or major module rollout delivered end-to-end.
• Strong working knowledge of ITSM applications (Incident, Request, Service Catalog, SLAs) and practical exposure to HAM and/or SAM modules, CMDB structures, and the Asset vs. CI distinction.
• Proficiency in JavaScript and ServiceNow Glide APIs (GlideRecord, GlideAjax, GlideSystem), Flow Designer, business rules, client scripts, UI policies, and ACLs.
• Experience building integrations via REST/SOAP, IntegrationHub, and import sets / transform maps.
• ServiceNow Certified System Administrator (CSA) certification.
• Disciplined delivery habits: update set / source control hygiene, testing before release, and documentation as part of done - not an afterthought.
• Ability to work from written process designs and governance standards, ask sharp clarifying questions, and communicate clearly with non-technical process owners.

Preferred Qualifications

• ServiceNow Certified Implementation Specialist (CIS) in ITSM, HAM, or SAM; CAD (Certified Application Developer) is a plus.
• Experience with Automated Test Framework (ATF), Performance Analytics, or Service Portal / Employee Center customization.
• Exposure to Discovery, asset integrations (procurement, endpoint management), or software license management tooling.
• ITIL 4 Foundation certification, or equivalent grounding in ITIL-aligned processes.
• Experience in managed services or IT services environments where SLA performance directly drives client outcomes.

How This Role Fits

• You will work alongside a senior ServiceNow Process Advisor (consulting) who owns process design and scoping decisions - what goes into ServiceNow and what stays out. You own the build.
• You report into Astreya’s ServiceNow platform / program leadership and work daily with operations, service delivery, and asset management stakeholders.
• Over time, you will become the go-to platform builder for the Fulfiller organization as ServiceNow becomes their primary day-to-day toolset.

Astreya is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.