Description:
ServiceNow Developer – ITOM Specialist
Position Overview
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.

Key Responsibilities
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 (Primary Focus)
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 Management
Problem Management
Change Management
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 ServiceNow Vulnerability Response workflows and integrations.
Integrate vulnerability scanning tools such as Qualys, Tenable, or Rapid7 with ServiceNow.
Develop automation for:
Vulnerability ingestion
CI correlation
Vulnerability grouping and prioritization
Remediation task creation
Configure risk-based prioritization and vulnerability scoring models.
Support security teams in implementing remediation workflows and SLA tracking.
Ensure vulnerability data is properly mapped to CMDB configuration items and services.

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
Configure and maintain domain-separated environments supporting multi-tenant or multi-business unit architectures.
Ensure proper data isolation, security roles, and access controls across domains.
Support development that is compatible with domain separation architecture.

Virtual Agent & Conversational Interfaces
Develop and maintain Virtual Agent conversations and workflows.
Integrate Virtual Agent with ITSM, CSM, and HR workflows.
Design conversational experiences that automate ticket creation, request fulfillment, and knowledge retrieval.

Now Assist (AI)
Support implementation of Now Assist AI capabilities across ServiceNow modules.
Configure AI-driven features such as:
Incident summarization
Knowledge generation
Case resolution recommendations
Work with stakeholders to ensure responsible AI adoption and governance.

Integration Development
Build integrations between ServiceNow and external systems using:
REST APIs
SOAP APIs
IntegrationHub
MID Servers
Integrate with:
Monitoring tools
Cloud platforms
Identity and access management systems
DevOps and CI/CD platforms

Platform Governance & Best Practices
Follow ServiceNow development best practices and coding standards.
Participate in architecture reviews and platform governance processes.
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 *** Must Have ***

Strong experience with:
Discovery
CMDB configuration
Service Mapping
Event Management

Proficiency in:
JavaScript
Glide APIs
Business Rules
Script Includes
Flow Designer
Knowledge of enterprise IT infrastructure (servers, networks, cloud platforms)

Preferred Qualifications
ServiceNow Certifications:
Certified System Administrator (CSA)
Certified Application Developer (CAD)
Certified Implementation Specialist – ITOM ** Must Have **
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 ** Nice to Have **

Key Skills
ServiceNow platform development
ITOM architecture and implementation
CMDB governance and service mapping
Integration development
Workflow automation
AI-enabled service management
Enterprise platform architecture
Agile delivery methodologies