The ServiceNow Developer will support Squad C in designing, developing, and maintaining applications for workforce management and employee services. This is a hybrid Business Analyst and Developer role requiring hands-on expertise in ServiceNow HR Service Delivery (HRSD) and App Engine. The role is responsible for engaging business stakeholders, translating operational needs into user-centred solutions, and managing delivery from requirements, sprint planning and development to testing, training, deployment, and post-implementation support.
What will you do?
Development & Technical Implementation
- Design, configure, develop, and maintain ServiceNow applications for workforce management and employee services using HRSD and App Engine.
- Configure HR services, case management, employee service workflows, lifecycle events, portals, catalog items, and related HRSD capabilities.
- Build scoped applications, data models, forms, business rules, UI policies, client and server scripts, and automated workflows using App Engine Studio and Flow Designer.
- Develop and maintain integrations using Integration Hub and REST/SOAP APIs where required.
- Apply ServiceNow development standards and reusable design patterns to deliver secure, scalable, maintainable, and supportable solutions.
- Ensure solutions comply with organisational architecture, security requirements, IM8, and SGTS standards.
Business Analysis, Stakeholder Engagement & User Experience
- Engage business stakeholders to understand workforce-management and employee-service needs, pain points, policies, and operational processes.
- Facilitate requirements workshops and translate business needs into clear process flows, functional requirements, user stories, acceptance criteria, and solution designs.
- Communicate solution options, constraints, risks, and trade-offs clearly to both business and technical stakeholders.
- Apply empathy and user-centred design principles to understand employees’ and service teams’ contexts, challenges, and behaviours, and translate these insights into intuitive, inclusive, accessible, and efficient experiences.
- Validate proposed designs with users and stakeholders through walkthroughs, prototypes, and feedback sessions, and refine the solution based on evidence and user feedback.
- Balance user needs with business objectives, policy requirements, security controls, and platform standards.
Agile Delivery, Testing & Rollout
- Work within a Scrum-lite delivery model and contribute actively to backlog refinement, sprint planning, daily stand-ups, sprint reviews, and retrospectives.
- Collaborate with stakeholders and the Product Owner to develop, prioritise, estimate, and refine user stories and acceptance criteria.
- Plan sprint commitments based on priorities, dependencies, risks, and team capacity, and track delivery progress and blockers.
- Prepare test scenarios and test data, support system and integration testing, coordinate user acceptance testing, and ensure defects are tracked to closure.
- Plan and coordinate user briefings, training, communications, and operational-readiness activities.
- Develop rollout and deployment plans, including release readiness, cutover activities, rollback considerations, release documentation, and post-deployment verification.
- Support production deployment, stabilisation, and handover to operations and support teams.
Security, Compliance & Quality Assurance
- Implement role-based access controls and appropriate safeguards for sensitive employee and workforce data.
- Adhere to IM8, SGTS, organisational security requirements, and applicable data-protection policies throughout the development lifecycle.
- Establish and maintain automated tests using ServiceNow Automated Test Framework where appropriate.
- Support code reviews, quality checks, release controls, and CI/CD practices for ServiceNow deployments.
- Remediate vulnerabilities, defects, and audit findings within agreed timelines.
System Maintenance, Support & Documentation
- Perform sprint-based maintenance, including incident resolution, defect fixes, performance tuning, and enhancements.
- Monitor application health, investigate issues, and resolve incidents in accordance with agreed service levels.
- Maintain functional and technical documentation, including requirements, process flows, solution designs, configuration records, integration specifications, test evidence, deployment guides, and support procedures.
- Create knowledge articles and conduct knowledge transfer to support teams and business users.
- Use operational feedback and sprint retrospectives to improve solution quality, delivery practices, and user experience.
- Minimum 3 years of relevant experience delivering enterprise ServiceNow solutions, with demonstrated hands-on experience in both HRSD and App Engine.
- Experience performing combined business analysis and development responsibilities is required.
- Business analysis, stakeholder facilitation, requirements elicitation, process mapping, user-story development, solution design
- ServiceNow configuration and development, workflow automation, integration, testing, deployment planning, training coordination, and production support
- Mandatory: ServiceNow HRSD and App Engine, including App Engine Studio, Flow Designer, scoped application development, scripting, data modelling, security controls, and Automated Test Framework.
- Good to have: Integration Hub
- ServiceNow Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist – HR Service Delivery (CIS-HR)
We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.
Together, we make the extraordinary happen.
Learn more about us at ncs.co and visit our LinkedIn career site.
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