Job Description:

Core Responsibilities

• Configure and develop ServiceNow applications, tables, forms, fields, client scripts, business rules, UI policies, catalog items, workflows, and platform components.
• Use Flow Designer, Playbooks, UI Builder, Service Portal or Workspaces, Integration Hub, Platform Analytics, and Automated Test Framework where appropriate.
• Build and support API integrations, scripted APIs, authentication patterns, data imports, transform maps, and validation controls.
• Write, review, troubleshoot, and maintain JavaScript and Glide-based code using secure and maintainable platform patterns.
• Participate in estimation, technical design, peer review, testing, defect resolution, deployment, release validation, and production support.
• Maintain technical documentation and follow ServiceNow development standards, security guidance, source-control practices, and governance processes.
• Support application promotion across instances, regression testing, clones, patches, family upgrades, and post-deployment validation.
• Reduce unnecessary customization and technical debt while improving performance, automation, reuse, and upgradeability.

Required Expectation: 6-9 Yrs

• Translate requirements into technical designs across CSM, FSO, custom applications, portals or workspaces, and workflow automation.
• Own complex stories or a workstream from estimation and design through build, peer review, testing, deployment, and post-release validation.
• ·Design scripted logic, Flow Designer solutions, Playbooks, Integration Hub spokes, APIs, data models, roles, and ACLs.
• Perform impact analysis and peer reviews; resolve complex defects and performance issues while limiting unnecessary customization.
• Support clones, upgrades, regression testing, releases, and production incidents; guide Developers on standards and reusable patterns.

Required Skills and Qualifications

• Hands-on ServiceNow design, configuration, development, testing, and implementation experience.
• Experience in Customer Service Management (CSM) and/or Financial Services Operations (FSO) for senior positions and Workflow Micro-Cert (Flow Designer)​ for less experienced positions (4-6 years).
• Strong JavaScript and Glide scripting skills, with knowledge of platform architecture and development best practices.
• Experience with workflows, Flow Designer, forms, catalog items, business rules, client scripts, UI policies, data imports, and transform maps.
• Experience with API integrations and Integration Hub.
• Understanding of roles, ACLs, secure development, performance, maintainability, and platform governance.
• Strong troubleshooting, impact-analysis, documentation, collaboration, and English communication skills.

Certification Expectations

• CSA
• Workflow Micro-Cert (Flow Designer)​
• CSM: preferred
• CIS: preferred when aligned to the assigned product or module.
• Relevant knowledge, badge, or micro-certification may include CSM, FSO, Playbooks, UI Builder, Now Assist / AI, Platform Analytics, Predictive Intelligence, Service Portal, Catalog Items, or ATF.

Preferred Experience

• Agile or DevOps delivery, CI/CD, source control, automated testing, and integration testing.
• Application migration across ServiceNow instances, production releases, clones, patches, and family upgrades.
• Code review, refactoring, modernization of legacy ServiceNow code, and reduction of technical debt.
• UI Builder, Service Portal, Workspaces, React, Angular, or modern front-end development.
• Multi-instance or multi-tenant environments; Now Assist, generative AI, predictive intelligence, or intelligent document processing.
• Bachelor’s or Master’s degree in a relevant discipline.

Domain Experience

Insurance or financial-services experience is preferred for industry workflows, including claims, policy servicing, billing, compliance, case management, and process orchestration. Strong BPM, enterprise workflow, insurance-platform, or full-stack integration experience may be considered where transferable platform skills and willingness to upskill are demonstrated.

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