ServiceNow Developer Senior Analyst (Service Portal)

Help us create a better experience for thousands of colleagues across the enterprise. As a ServiceNow Developer Senior Analyst, you will play an important role in shaping and enhancing our enterprise service portal. This is an opportunity to combine technical expertise, problem-solving skills, and strategic thinking to deliver solutions that simplify work and improve how employees interact with IT services. Working alongside portal architects, developers, analysts, and support teams, you will help drive innovation while making a meaningful impact on the colleague experience.

Responsibilities

• Design, develop, and enhance ServiceNow catalog items and portal solutions that improve how colleagues access and consume IT services.
• Translate business and technical requirements into scalable, user-friendly portal experiences that deliver measurable value.
• Partner with ITSM process owners, support teams, and business stakeholders to identify opportunities for automation, simplification, and service improvement.
• Build and maintain workflows, flows, client scripts, and portal functionality that support enterprise service delivery objectives.
• Contribute to solution design discussions and collaborate with the Portal Architect to evolve the long-term portal strategy.
• Troubleshoot issues, identify root causes, and implement effective solutions that improve system performance and user satisfaction.
• Create and maintain technical documentation, procedures, and knowledge resources that support both technical and non-technical audiences.
• Participate in Agile development activities, helping deliver high-quality solutions through continuous improvement and collaboration.

Required Qualifications

• 3+ years of experience developing and supporting solutions within the ServiceNow platform, including ITSM modules.
• Hands-on experience creating and enhancing ServiceNow catalog items, workflows, Flow Designer solutions, client scripts, and dynamic workflow functionality.
• Experience developing within Service Portal environments.
• Ability to gather, analyze, and document business and technical requirements from both technical and non-technical stakeholders.
• Strong troubleshooting and problem-solving skills with a focus on delivering excellent customer experiences.
• Experience creating clear technical documentation, procedures, and support materials.
• Strong written and verbal communication skills.
• Working knowledge of Agile software development methodologies.

Preferred Qualifications

• Bachelor's degree.
• Experience partnering with enterprise IT organizations and service management teams.
• Experience contributing to portal modernization or digital employee experience initiatives.
• Familiarity with ServiceNow Now Assist capabilities and AI-enabled workflow solutions.
• Experience identifying opportunities to improve automation, efficiency, and self-service adoption across IT services.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 81,300 - 135,500 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email [email protected] for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.