ServiceNow Developer

Seeking a ServiceNow Developer to serve as the primary owner of a ServiceNow CSM Pro environment supporting a customer contact center platform. This role combines hands-on ServiceNow development, platform administration, Amazon Connect integration, and ongoing platform optimization. The ideal candidate is a self-directed engineer who can independently manage the platform, proactively recommend improvements, and partner with business stakeholders to deliver scalable customer service solutions.

Day-to-Day Responsibilities:

• Maintain and enhance the ServiceNow CSM Pro platform with a focus on Contact Center capabilities
• Develop and troubleshoot JavaScript and Glide API solutions to support custom workflows and platform enhancements
• Administer and maintain Amazon Connect integrations with ServiceNow and related systems
• Design, develop, and support REST/SOAP API integrations with third-party platforms
• Manage ServiceNow platform upgrades, patches, releases, and performance improvements
• Configure and administer user accounts, permissions, and security for Contact Center personnel
• Troubleshoot production issues within the customer portal and deliver timely resolutions
• Build new features, custom workflows, UI enhancements, and platform automations
• Lead internal demonstrations of new functionality and communicate technical concepts to business stakeholders
• Document platform configurations, workflows, and deployment changes
• Partner with product teams to identify opportunities for platform improvements and process optimization
• Support AI capabilities within the ServiceNow platform and recommend new automation opportunities

• 5 years of ServiceNow development experience
• Experience serving as the primary or sole owner of a ServiceNow platform
• Hands-on experience integrating ServiceNow with Amazon Connect in a production environment
• Strong JavaScript and Glide API development experience
• Experience with ServiceNow ITSM modules, preferably CSM Pro and Contact Center functionality
• Experience building and supporting REST and SOAP API integrations
• Experience independently managing ServiceNow platform upgrades, patches, and releases
• Strong understanding of ITIL/ITSM best practices
• HTML and CSS experience
• Excellent troubleshooting and problem-solving skills
• Strong communication skills with the ability to explain technical concepts to non-technical stakeholders
• Bachelor’s degree or equivalent ServiceNow certifications, * Experience with IVR systems or contact center technologies
• ServiceNow certifications (CSA, CAD, CIS)
• AWS experience beyond Amazon Connect (Lambda, DynamoDB, S3, CloudFormation)
• Experience building scoped applications within ServiceNow
• Experience documenting technical workflows in Agile environments
• Experience implementing AI capabilities within the ServiceNow platform