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.
Technical Leadership, Reusable UI/UX Capabilities & Design Governance
- Design, build, document, and govern a reusable library of UI/UX components, widgets, patterns, templates, and supporting utilities that developers across ServiceNow squads can adopt in their applications.
- Provide fit-for-purpose reusable capabilities across Service Portal, Employee Center, and UI Builder, taking account of the distinct architecture, lifecycle, and constraints of each experience technology.
- Define component interfaces, configuration options, usage guidance, versioning, testing, security, accessibility, performance, and release practices so that shared assets remain reliable, upgrade-compatible, maintainable, and easy to consume.
- Establish contribution, review, publishing, adoption, and deprecation processes for the shared library; maintain related documentation and reference implementations; and gather developer feedback to improve it.
- Partner with the ServiceNow UI/UX Designer to develop and maintain an internal design system that sets the visual and interaction language for Xponent Hub, the employee front door to application and workflow services.
- Translate the design system into practical standards, design tokens, patterns, templates, and reusable coded assets that deliver a coherent, accessible, responsive, and user-friendly experience across Xponent Hub services.
- Provide technical guidance to developers on architecture, solution design, platform capabilities, coding standards, reuse, security, performance, maintainability, and upgrade considerations, while enabling teams to retain ownership of delivery.
- Lead design and code reviews for higher-risk, shared, or complex solutions; document review outcomes and technical decisions; identify cross-application dependencies; and ensure significant issues are resolved before release.
- Evaluate when to use out-of-the-box capabilities, configure existing components, extend shared assets, or build custom solutions, balancing user needs, delivery effort, platform alignment, technical debt, and long-term supportability.
Strategic Engineering Enablement
- The Lead Developer will also work with the team to explore, define, and deliver the following strategic engineering outcomes:
- Establish a standardised application deployment pipeline to improve release consistency, control, and efficiency.
- Explore and validate a secure approach for transferring ServiceNow Protected Platform (SPP) vibe-coded solutions to the on-premises environment, or, to deploy Build Agent directly onto the on-premises environment.
- Define and implement an appropriate developer role and access model for ServiceNow developers, balancing delivery needs with security and governance requirements.
- Undertake other ad hoc technical explorations, proofs of concept, or short-term assignments as required to address emerging needs and support the App Dev squads.
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 5 years of relevant experience delivering enterprise ServiceNow solutions, including substantial hands-on experience in HRSD and App Engine.
- Demonstrated experience as a senior or lead developer providing technical direction, conducting solution and code reviews, and establishing development standards without becoming solely a supervisory role.
- Experience designing and governing reusable UI components, widgets, patterns, or design-system assets for adoption by multiple applications or development teams.
- Experience performing combined business analysis and development responsibilities and working directly with business stakeholders and UI/UX designers.
- Hands-on ServiceNow development, solution architecture, technical design, integration, testing, deployment, and production support.
- Technical leadership, design and code reviews, engineering standards, quality governance, risk identification, and developer coaching.
- Reusable UI/UX component engineering, design-system implementation, accessibility, responsive design, performance, documentation, and cross-team adoption.
- Business analysis, stakeholder facilitation, requirements elicitation, process mapping, user-story development, and clear communication of options and trade-offs.
- Mandatory: ServiceNow HRSD and App Engine, including App Engine Studio, Flow Designer, scoped application development, scripting, data modelling, security controls, Automated Test Framework, solution design, and platform development standards.
- Mandatory: Strong hands-on experience with Service Portal widgets and AngularJS, Employee Center configuration and extension, and UI Builder or Next Experience component-based development.
- Mandatory: Working knowledge of reusable component architecture, web technologies, responsive design, accessibility, performance, source control or application lifecycle practices, and upgrade-safe customisation.
- Good to have: Integration Hub, REST/SOAP APIs, Theme Builder, ServiceNow CLI or Custom Component Builder, design tokens, and CI/CD tooling.
- ServiceNow Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist – HR Service Delivery (CIS-HR)
- Strong written and verbal communication, with the ability to explain complex matters and trade-offs to business and technical stakeholders.
- Technical judgement and the confidence to set direction while remaining open to challenge and evidence.
- Empathy and user-centred thinking.
- Structured problem-solving, attention to detail, ownership, and adaptability.
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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