ServiceNow Developer – ITOM Specialist

Toronto, Ontario, Canada  |  Contract

Hourly Rate: $90.00 – $115.00 per hour (Incorporated)

About the Role

We are seeking an experienced ServiceNow Developer specializing in IT Operations Management (ITOM) to design, develop, and implement solutions that improve infrastructure visibility, service mapping, and operational efficiency across the enterprise. The successful candidate will work closely with platform architects, infrastructure teams, and business stakeholders to deliver scalable ServiceNow capabilities across ITOM, ITSM, CSM, VR, and GRC, while supporting emerging platform capabilities such as Now Assist (AI) and Virtual Agent. This role requires strong development expertise on the ServiceNow platform combined with a broad understanding of enterprise workflows, integrations, and platform governance.

ServiceNow Platform Development

• Design, develop, and maintain custom solutions across the ServiceNow platform using JavaScript, Glide APIs, Flow Designer, and IntegrationHub

• Develop custom applications, workflows, UI components, and automation aligned with ServiceNow best practices

• Configure and extend platform functionality while maintaining upgrade-safe configurations

• Support the design and architecture of scalable ServiceNow platform solutions

IT Operations Management (ITOM)

Discovery & CMDB

• Implement and maintain ServiceNow Discovery patterns, probes, and sensors

• Optimize CMDB data models, identification rules, and reconciliation rules

• Ensure CMDB accuracy through data governance, normalization, and automation

• Support integrations and automated data ingestion into the CMDB

Service Mapping

• Implement top-down and tag-based Service Mapping

• Build and maintain business service maps and application dependency maps

• Work with infrastructure and application teams to validate service dependencies

Event Management & Monitoring

• Integrate monitoring tools with ServiceNow Event Management

• Configure event correlation, alert management, and operational intelligence rules

• Support implementation of AIOps capabilities to reduce operational noise

Cross-Platform ServiceNow Responsibilities

IT Service Management (ITSM)

• Develop and maintain workflows supporting Incident, Problem, Change, and Request Management

• Build automation to improve ticket routing, service catalog workflows, and approvals

• Integrate ITSM processes with ITOM event-driven operations

Customer Service Management (CSM)

• Configure and extend case management workflows

• Support integrations between customer-facing systems and ServiceNow CSM

• Develop automation for case routing, knowledge management, and customer interactions

Vulnerability Response (VR)

• Configure and maintain Vulnerability Response workflows and integrations with scanning tools (Qualys, Tenable, Rapid7)

• Develop automation for vulnerability ingestion, CI correlation, grouping, prioritization, and remediation task creation

• Configure risk-based prioritization and vulnerability scoring models

• Support security teams in implementing remediation workflows and SLA tracking

Governance, Risk, and Compliance (GRC)

• Support configuration of risk management, policy management, and compliance tracking

• Develop integrations for automated risk data ingestion and reporting

• Build dashboards and workflows supporting enterprise risk visibility

Domain Separation, Virtual Agent & Now Assist (AI)

• Configure and maintain domain-separated environments supporting multi-tenant architectures

• Develop Virtual Agent conversations and integrate with ITSM, CSM, and HR workflows

• Support implementation of Now Assist AI capabilities including incident summarization, knowledge generation, and case resolution recommendations

Integration Development & Platform Governance

• Build integrations using REST APIs, SOAP APIs, IntegrationHub, and MID Servers with monitoring tools, cloud platforms, IAM systems, and DevOps/CI-CD platforms

• Follow ServiceNow development best practices and participate in architecture reviews

• Maintain documentation of platform design, integrations, and configurations

• Support platform upgrades and feature enhancements

 

Required Qualifications

• 3–6+ years of ServiceNow development experience

• 2+ years implementing ServiceNow ITOM capabilities

• Certified Implementation Specialist – ITOM (required)

• Certified Application Developer – CAD (required)

• Strong experience with Discovery, CMDB configuration, Service Mapping, and Event Management

• Proficiency in JavaScript, Glide APIs, Business Rules, Script Includes, and Flow Designer

• Knowledge of enterprise IT infrastructure (servers, networks, cloud platforms)

Nice to Have

• ServiceNow Certified Technical Architect

• Experience with ServiceNow CSDM framework

• Experience with cloud discovery (AWS, Azure, GCP)

• Experience implementing Virtual Agent and AI features

• Experience with ServiceNow GRC or VRM

 

Compensation

The hourly rate for this contract position is $90.00 to $115.00 per hour (Incorporated). Actual compensation will be determined based on experience, qualifications, and other relevant factors.

Vacancy Status

This posting is for an existing vacancy that is currently available to be filled.

Use of Artificial Intelligence

No artificial intelligence (AI) is used in the screening, assessment, or selection of candidates for this position. All applications are reviewed by our recruitment team.

Equal Opportunity

emergiTEL is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of background, and our hiring process is based solely on skills, experience, and qualifications relevant to the role.