Consultant, I&O Operations

Job Purpose and Impact

The ServiceNow ITSM Developer, Professional job builds and supports the ServiceNow IT Service Management platform that the organization relies on to manage its services. With limited supervision, this job configures and develops the Incident, Problem, Change and Service Catalog modules, and delivers the workflows, automation and scripting that meet business requirements. This job works with process owners, business stakeholders and technical teams to gather requirements, test and release enhancements, fix production issues and defects, and keep the platform stable and easy to use.

Key Accountabilities

ITSM MODULE CONFIGURATION & DEVELOPMENT: Configures, develops and maintains ServiceNow ITSM modules, including Incident, Problem, Change Requests and Service Catalog, in line with business requirements.

WORKFLOW & AUTOMATION: Designs and builds workflows and Flow Designer automation that reduce manual effort and keep ITSM processes consistent.

SCRIPTING & PLATFORM CUSTOMIZATION: Develops business rules, client scripts, UI policies and notifications using JavaScript and ServiceNow scripting, following ServiceNow best practices and platform security standards.

INTEGRATIONS & SERVICE CATALOG: Builds and supports Service Catalog items and integrations using Flow Designer, Integration Hub and REST/SOAP APIs.

REQUIREMENTS & COLLABORATION: Works with process owners, business stakeholders and technical teams to gather requirements, assess options and deliver scalable ServiceNow enhancements.

TESTING & UAT SUPPORT: Supports testing and user acceptance, confirming that enhancements work as intended before they go live. PRODUCTION SUPPORT & ISSUE RESOLUTION: Troubleshoots production issues and makes sure ITSM defects and incidents are resolved on time.

UPGRADES & RELEASES: Takes part in platform upgrades and releases, including testing and fixing customizations affected by the changes. DOCUMENTATION: Maintains technical documentation for configurations, customizations and integrations so the platform can be supported and handed over easily.

CONTINUOUS IMPROVEMENT: Contributes to improvement initiatives that strengthen platform stability, user experience and efficiency.

Qualifications

Minimum requirement of 5 years of total work experience, including at least 3 years of hands-on ServiceNow development experience. Strong understanding of ITSM processes (Incident, Problem, Change and Request) and working knowledge of JavaScript, ServiceNow scripting and platform security concepts. Experience with Flow Designer, Integration Hub, REST/SOAP APIs and Service Catalog development is expected. ServiceNow Certified System Administrator (CSA) is preferred, and CIS-ITSM certification is an advantage.