Job Title

Essential Functions: Fulfill a cross-functional role comprising development, testing, requirement gathering, and ongoing support of the ServiceNow platform. Design, develop, integrate, and customize ServiceNow solutions, ensuring alignment with business needs. Configure out-of-the-box workflows and create/maintain custom workflows for enhanced process automation. Monitor platform performance, manage incident queues, and apply data-driven decisions to optimize system functionality and user experience. Define use/test cases and carry out user acceptance testing (UAT) for new feature releases and bug fixes. Lead pre- and post-upgrade testing and validation to ensure seamless system performance and compliance. Collaborate with business and IT stakeholders to gather inputs for ServiceNow configuration, implementation, and ongoing support. Translate functional and technical requirements from internal teams into well-aligned ServiceNow development activities. Support the creation and maintenance of technical documentation, platform architecture, and feature roadmaps. Required Qualifications: Minimum of 8 years of hands-on experience in end-to-end product development on the ServiceNow platform. Strong experience with ITSM Pro, including: Incident Management Problem Management Change Management Service Catalog Service Portal Flow Designer Workflows Virtual Agent Topics Integration Hub Experience with ServiceNow SAM Pro (Software Asset Management Professional) including: Software discovery and normalization License reconciliation and optimization Publisher packs and compliance reporting Proven ability to translate customer needs into technical product requirements. Demonstrated ability to create and execute a strategic vision and roadmap for ServiceNow solutions. Experience in pre- and post-deployment validation processes. Strong collaboration skills and the ability to work closely with cross-functional business and IT teams. Bachelor’s degree in Computer Science, Information Systems, or a related field. Certifications (Highly Preferred): ServiceNow Certified System Administrator (CSA) – Required or must be obtained within 3 months of hire ServiceNow Certified Implementation Specialist (CIS) in one or more of the following: ITSM ITOM SAM Pro (Software Asset Management Professional) HRSD, SecOps, etc. ServiceNow Certified Application Developer (CAD) Additional certifications such as: ServiceNow Certified Technical Architect (CTA) ITSM Professional IntegrationHub Fundamentals