The Application Developer (ServiceNow Developer) designs, develops, and maintains enterprise applications on the ServiceNow platform, with a primary focus on Customer Service Management (CSM) and Service Portals in an agile environment. This role translates business requirements into scalable workflows, integrations, and user experiences that support mission-critical processes in a regulated client environment.

Working closely with product owners, business stakeholders, and technical teams, the developer leads full application lifecycle activities-from requirements and design through build, testing, deployment, and post-production support. The role leverages coding, Excel-based analytics, AI/automation capabilities, and platform configuration to improve service delivery, performance, and user satisfaction., * Design, develop, configure, and maintain ServiceNow applications with an emphasis on CSM and Service Portals, ensuring solutions are robust, scalable, and aligned to enterprise standards.

• Build and customize Service Portals using HTML, CSS, AngularJS, and responsive design principles to deliver intuitive, user-friendly interfaces for diverse customer and agent populations.
• Develop and maintain server-side and client-side scripts (JavaScript, Glide API) and workflows to automate business processes, enforce business rules, and optimize customer service operations.
• Design, implement, and support integrations between ServiceNow and external systems using REST/SOAP APIs and middleware, ensuring data integrity, security, and reliable end-to-end workflows.
• Apply agile practices (Scrum/Kanban), including backlog grooming, sprint planning, daily stand-ups, and iterative delivery, to manage work effectively and improve team throughput.
• Use Excel, ServiceNow reporting, and platform analytics to design dashboards, monitor KPIs, and optimize application performance and user experience.
• Configure and leverage ServiceNow AI and automation capabilities (e.g., Virtual Agent, Predictive Intelligence) to streamline case handling, routing, and knowledge access.
• Manage the application lifecycle, including version control, unit and regression testing, deployment planning, and post-release support in collaboration with release and operations teams.
• Engage stakeholders and end users to gather and analyze requirements, refine user stories, and translate business needs into clear technical designs and configuration specifications.
• Ensure appropriate roles, groups, and access controls are applied within ServiceNow, supporting security and compliance expectations in a regulated enterprise environment.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent relevant experience.
• Approximately 3-7 years of experience in ServiceNow development or enterprise application development, including hands-on work with CSM or similar service management modules.
• Proven proficiency in ServiceNow platform development, including JavaScript/Glide scripting, workflow configuration, and module customization.
• Demonstrated experience building and managing Service Portals using front-end technologies such as HTML, CSS, and AngularJS, with responsive design best practices.
• Experience designing and maintaining integrations using REST/SOAP APIs in an enterprise environment.
• Strong understanding of agile methodologies (Scrum or Kanban), including practical experience participating in sprints and delivering iterative enhancements.
• ServiceNow Certified System Administrator and ServiceNow Certified Application Developer credentials (required).
• Strong communication, problem-solving, and attention to detail, with the ability to work on complex projects and collaborate across multiple teams.

Preferred Qualifications

• Experience implementing ServiceNow CSM in large-scale or highly regulated environments.
• Exposure to AI/automation capabilities in ServiceNow, including Virtual Agent, Predictive Intelligence, and AI-driven workflows.
• Additional ServiceNow certifications such as Implementation Specialist in CSM or related areas.
• Agile or Scrum certification (e.g., CSM, SAFe) and prior experience contributing to solution design or leading small development workstreams.

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