Lead ServiceNow Developer

WELCOME TOSITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM:

We are looking for an experienced Lead ServiceNow Developer to join our team and drive the development, configuration, implementation, integration, and support of ServiceNow solutions across the organization.

This role is ideal for a hands-on ServiceNow professional with strong technical expertise who enjoys working closely with business stakeholders to deliver scalable and innovative solutions. While strategic platform ownership and architecture responsibilities are not the primary focus of this role, we are seeking candidates with practical experience in Customer Service Management (CSM) and Sales & Order Management (SOM), particularly in enterprise environments.

The successful candidate will possess strong development skills, a proactive mindset, and the ability to translate business requirements into high-quality technical solutions. You will collaborate with cross-functional teams, support platform enhancements, and contribute to the continuous improvement of ServiceNow services and capabilities.

WHAT YOU’LL DO

Work closely with internal and external stakeholders to understand business requirements and translate them into scalable ServiceNow solutions.

Gather, analyze, and document functional, technical, and process requirements.

Design, develop, configure, customize, and maintain ServiceNow applications and workflows.

Deliver technical consulting and software development services across the ServiceNow platform, including enhancements, new functionality, and ongoing support.

Lead development and configuration activities for Customer Service Management (CSM) and Sales & Order Management (SOM) solutions.

Participate in the implementation, enhancement, optimization, and support of ServiceNow CSM and SOM modules within enterprise environments.

Build and maintain integrations between ServiceNow and external systems using REST APIs, SOAP APIs, Integration Hub, and other integration technologies.

Develop and support custom applications, workflows, automations, and business rules using ServiceNow best practices.

Configure and customize forms, workflows, UI policies, UI actions, business rules, catalogs, service portals, and related platform components.

Perform platform maintenance activities, including incident resolution, defect management, performance optimization, upgrades, patches, and user administration.

Support ServiceNow release planning and testing activities, ensuring new features and updates are effectively evaluated and implemented.

Ensure consistency across Development, QA, and Production environments.

Create and maintain technical documentation, testing artifacts, and operational procedures.

Support end users through troubleshooting, training sessions, demonstrations, and knowledge transfer activities.

Identify opportunities for process improvement and recommend innovative ServiceNow solutions that enhance business performance and customer experience.

Qualifications

ABOUT YOUR SKILLS:

Experience & Certifications

• 5+ years of hands-on ServiceNow experience.
• 5+ years of experience within the IT industry.
• ServiceNow Certified System Administrator (CSA) certification required.
• ServiceNow Certified Application Developer (CAD) preferred.
• ServiceNow Certified Implementation Specialist (CIS) certification preferred.
• ServiceNow Micro Certifications preferred.
• ITIL Foundation certification preferred.
• Proven experience implementing ServiceNow solutions within enterprise environments.
• Hands-on experience with Customer Service Management (CSM) and/or Sales & Order Management (SOM).
• Experience participating in enterprise implementations, enhancements, or support initiatives involving CSM and SOM.
• Strong experience configuring and customizing ServiceNow applications, workflows, forms, and business processes.
• Hands-on experience developing ServiceNow scripting components including:
  • Business Rules
  • Script Includes
  • Client Scripts
  • UI Actions
  • UI Policies
  • Fix Scripts
  • Inbound Email Actions
  • Flow Designer
  • Classic Workflow
  • Strong experience with REST and SOAP integrations, including scripted API development.
  • Experience developing custom ServiceNow applications and solutions.
  • Experience supporting production ServiceNow environments and resolving complex platform issues.
  • Demonstrated success delivering ServiceNow solutions that improve operational efficiency, customer experience, and business outcomes.

Required Skills

• Strong hands-on experience with ServiceNow platform development and administration.
• Experience working with Customer Service Management (CSM) and/or Sales & Order Management (SOM) modules.
• Experience configuring and customizing CSM and SOM business processes, workflows, and related capabilities.
• Experience implementing, enhancing, and supporting enterprise ServiceNow solutions.
• Agile delivery experience.
• Azure DevOps experience.
• Hands-on experience with ServiceNow configuration and customization.
• Strong expertise in Flow Designer and Classic Workflow development.
• Experience creating integrations between ServiceNow and external applications.
• Experience developing custom applications on the ServiceNow platform.
• Experience troubleshooting complex workflows and integrations involving multiple external systems.
• Experience modifying and maintaining ServiceNow forms, transform maps, service catalogs, SLAs, web services, and related platform components.
• Experience with ServiceNow Service Portal development and troubleshooting.
• Strong scripting experience across the ServiceNow platform.
• Ability to create, manage, and optimize workflows and automations.
• Strong knowledge of ServiceNow development standards, best practices, and platform capabilities.
• Ability to gather requirements and translate business needs into technical solutions.
• Excellent problem-solving, communication, and stakeholder management skills.
• Self-starter with the ability to work independently and collaboratively within global teams.

Nice to Have

• Experience working in complex ServiceNow environments involving LDAP, SSO, and Domain Separation.
• Experience with Telecom Order Management and Network Inventory Management.
• Experience with ServiceNow Field Service Management (FSM).
• Experience with ServiceNow Software Asset Management (SAM).
• Experience with Integration Hub.
• Experience developing ServiceNow custom applications.
• Experience with ServiceNow Agile Development and Test Management applications.
• Experience monitoring platform health, usage, compliance, and performance.
• Experience with HTML, JavaScript, Jelly Script, and related web technologies.
• Knowledge of SaaS, PaaS, multi-tenancy, cloud computing, and automation principles.
• Experience producing technical and end-user documentation.
• Strong presentation, communication, and training skills.
• Experience with ITSM and ITOM modules; however, candidates with direct CSM and SOM experience will be prioritized.

WHAT WE OFFER

We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

Flex Week: Work from home up to 2 days/week (depending on your team’s needs)

Flex Day: Make your workday suit your life and plans.

Flex Location: Take up to 30 days a year to work from any location in the world.

Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!

Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process