ServiceNow Developer

Position Overview

We are looking for a skilled ServiceNow Developer to design, develop, configure, and maintain solutions on the ServiceNow platform. The successful candidate will have hands-on experience with ServiceNow application development, platform configuration, scripting, workflow automation, and integrations. They will work with business stakeholders, platform administrators, solution architects, QA engineers, and support teams to translate business requirements into secure, scalable, and maintainable platform solutions.

The ideal candidate understands ServiceNow's data model, application architecture, access controls, and development best practices. They should be comfortable working across the development lifecycle—from requirements analysis and technical design to implementation, testing, deployment, documentation, and ongoing support.

The specific ServiceNow modules required for this role should be aligned with the organisation's platform roadmap and project needs.

Key Responsibilities

Requirements Analysis and Solution Design

• Work with business analysts, process owners, product owners, and stakeholders to understand business requirements and existing workflows.
• Analyse requirements and translate them into technical designs, user stories, acceptance criteria, and implementation plans.
• Recommend appropriate ServiceNow capabilities, configuration options, and reusable platform patterns.
• Assess the impact of proposed changes on existing applications, workflows, integrations, security, and platform performance.
• Identify opportunities to simplify processes, reduce manual effort, and improve user experience through platform automation.
• Participate in technical design reviews and contribute to development standards and architectural decisions.

ServiceNow Application Development

• Develop, configure, enhance, and maintain ServiceNow applications and platform functionality.
• Build and maintain tables, fields, forms, lists, views, UI policies, client scripts, business rules, and script includes as required.
• Develop reusable server-side and client-side scripts using JavaScript and ServiceNow APIs.
• Create and maintain catalog items, record producers, catalog client scripts, and associated workflows where applicable.
• Configure notifications, approvals, assignment rules, data policies, and automation to support business processes.
• Build workspace experiences, portals, or user-facing components using supported ServiceNow technologies when required by the solution.
• Follow ServiceNow development best practices and favour configuration and supported platform capabilities over unnecessary customisation.

Workflow and Process Automation

• Configure and develop process automation using Flow Designer and other appropriate ServiceNow workflow capabilities.
• Build flows, subflows, actions, approvals, and reusable automation components.
• Implement business rules and event-driven logic for appropriate use cases.
• Configure service catalog workflows and fulfilment processes based on business requirements.
• Design exception handling, notifications, and recovery paths for automated processes.
• Troubleshoot workflow failures and improve reliability, observability, and maintainability.

Scripting and Platform Components

• Develop and maintain Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, and ACLs.
• Understand when to use client-side versus server-side logic and select the correct execution context.
• Use GlideRecord and other supported ServiceNow APIs responsibly, with attention to query efficiency and access controls.
• Implement form validation, field behaviour, dynamic visibility, and user interaction logic.
• Create reusable utilities and avoid duplicated or unnecessarily complex scripting.
• Apply appropriate error handling, logging, and debugging techniques.
• Ensure scripts are compatible with the target ServiceNow release and follow platform guidelines.

ServiceNow Integrations

• Design, develop, test, and maintain integrations between ServiceNow and internal or third-party systems.
• Work with REST APIs and, where required, SOAP web services, webhooks, and other supported integration mechanisms.
• Configure REST Message records, scripted REST APIs, authentication profiles, and integration properties as appropriate.
• Use IntegrationHub spokes and Flow Designer actions where available and suitable.
• Map and transform data between ServiceNow and external systems, including handling data validation and error conditions.
• Troubleshoot authentication, connectivity, payload, rate-limit, and data-mapping issues.
• Protect credentials and sensitive data using approved credential stores and platform security mechanisms.
• Document integration contracts, dependencies, error handling, and operational support procedures.

Data Management and Migration

• Design and maintain ServiceNow tables, relationships, reference fields, and data structures.
• Configure import sets, data sources, transform maps, coalesce rules, and field mappings.
• Support data migration, reconciliation, and validation activities.
• Identify and resolve data quality issues such as duplicates, missing values, and inconsistent reference data.
• Use appropriate controls when importing, updating, or deleting records, especially in shared or production environments.
• Maintain data integrity and follow data retention and access requirements.

Security and Access Control

• Configure and maintain roles, groups, user criteria, and Access Control Rules (ACLs) in accordance with approved requirements.
• Apply least-privilege principles and validate access for different user personas.
• Understand the distinction between authentication, authorisation, roles, and record- or field-level access.
• Ensure server-side logic and integrations do not unintentionally bypass platform security.
• Support security reviews and remediate identified access-control issues.
• Follow organisational policies for handling confidential information, credentials, and personal data.

Testing and Quality Assurance

• Develop and execute unit-level and functional tests for new features and platform changes.
• Perform integration, regression, and user acceptance testing support as required.
• Validate flows, scripts, notifications, catalog items, access controls, and integrations.
• Use ServiceNow Automated Test Framework (ATF) where available and appropriate.
• Investigate defects, reproduce issues, identify root causes, and implement fixes.
• Participate in code reviews and ensure changes meet agreed quality and acceptance criteria.
• Maintain test evidence and documentation for releases and audit requirements where applicable.

Deployment, Version Control, and Platform Support

• Prepare and deploy changes using appropriate ServiceNow application and release-management practices.
• Work with update sets and, where applicable, ServiceNow Application Repository, source control integration, or an organisation-approved CI/CD approach.
• Follow development, test, staging, and production promotion procedures.
• Validate deployments, manage dependencies, and support rollback or remediation plans where required.
• Troubleshoot platform issues and support incident resolution, root-cause analysis, and post-release validation.
• Monitor relevant logs and system behaviour to identify recurring issues and opportunities for improvement.
• Follow platform upgrade and release compatibility guidelines.

Documentation and Collaboration

• Maintain technical documentation for applications, scripts, flows, integrations, data mappings, and deployment procedures.
• Participate in Agile/Scrum ceremonies, backlog refinement, estimation, sprint planning, reviews, and retrospectives.
• Collaborate with ServiceNow administrators, architects, process owners, QA, security, and support teams.
• Communicate progress, dependencies, technical risks, and blockers clearly.
• Provide knowledge transfer and support other developers or platform users when needed.
• Contribute to reusable components, coding standards, and continuous improvement initiatives.

Required Skills and Qualifications

• Professional experience developing or configuring solutions on the ServiceNow platform.
• Strong understanding of ServiceNow application development concepts, platform architecture, and the platform data model.
• Proficiency in JavaScript and experience with ServiceNow scripting.
• Practical experience with Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, and GlideRecord, as relevant to the role.
• Experience configuring tables, forms, lists, fields, roles, and access controls.
• Experience with Flow Designer or other appropriate ServiceNow automation capabilities.
• Understanding of REST APIs and experience integrating ServiceNow with external systems.
• Knowledge of import sets, transform maps, and data validation practices.
• Understanding of testing, debugging, defect management, and release processes.
• Familiarity with Git, update sets, or other change and version-control practices used in ServiceNow delivery.
• Ability to analyse requirements and convert them into reliable technical solutions.
• Strong problem-solving, documentation, communication, and collaboration skills.

Preferred Skills

• Experience with one or more relevant ServiceNow products or modules, such as:
  • IT Service Management (ITSM)
  • IT Operations Management (ITOM)
  • IT Asset Management (ITAM)
  • Customer Service Management (CSM)
  • HR Service Delivery (HRSD)
  • Strategic Portfolio Management (SPM)
  • Security Operations (SecOps)
  • Governance, Risk, and Compliance (GRC)
• Experience with Service Portal, Employee Center, UI Builder, or configurable workspace experiences.
• Experience with IntegrationHub, spokes, and reusable Flow Designer actions.
• Experience with ServiceNow Automated Test Framework (ATF).
• Familiarity with CMDB, configuration items, and data relationships, particularly for ITSM or ITOM roles.
• Exposure to ServiceNow platform upgrades, instance cloning, application scoping, and release management.
• Experience with ServiceNow source control integration, application deployment practices, or CI/CD tooling.
• Knowledge of performance troubleshooting, query optimisation, and platform health practices.
• Relevant ServiceNow certifications, such as Certified System Administrator (CSA) or Certified Application Developer (CAD), where applicable to the role.

Technical Skills Summary

Area	Technologies / Concepts
Platform	ServiceNow
Scripting	JavaScript, GlideRecord, ServiceNow APIs
Server-Side Development	Business Rules, Script Includes, Scripted REST APIs
Client-Side Development	Client Scripts, UI Policies, UI Actions
Automation	Flow Designer, subflows, actions, approvals
Service Catalog	Catalog Items, Record Producers, Catalog Client Scripts
Integrations	REST, SOAP where required, IntegrationHub
Data Management	Tables, Import Sets, Transform Maps, data validation
Security	Roles, Groups, ACLs, least-privilege access
Testing	Functional, regression, integration testing, ATF
Deployment	Update Sets, application deployment, approved CI/CD workflows
Collaboration	Agile/Scrum, documentation, code reviews

Professional Competencies

• Analytical thinking: Understands business processes and converts requirements into practical technical solutions.
• Quality focus: Produces secure, tested, maintainable, and well-documented platform changes.
• Problem-solving: Investigates issues systematically and identifies root causes.
• Communication: Explains technical options, dependencies, and risks clearly to technical and non-technical stakeholders.
• Collaboration: Works effectively with cross-functional teams and contributes to shared delivery goals.
• Ownership: Takes responsibility for implementation, testing, deployment readiness, and follow-up support.
• Continuous learning: Keeps up with relevant ServiceNow capabilities, release changes, and development practices.

What Success Looks Like

• ServiceNow features and workflows meet business requirements and acceptance criteria.
• Custom scripts and configurations are maintainable, secure, and aligned with platform best practices.
• Integrations exchange data reliably and provide appropriate error handling and operational visibility.
• Changes are tested, documented, and deployed through approved release processes.
• Access controls protect sensitive records and follow least-privilege principles.
• Platform issues are investigated promptly, with root causes and preventive actions documented.
• Stakeholders receive clear updates on delivery progress, risks, and dependencies.

Experience Level

3–6 years of professional experience, with hands-on ServiceNow development. Candidates should demonstrate hands-on experience delivering and supporting ServiceNow solutions in a development or enterprise environment.

Application Notes

Applicants should be prepared to discuss ServiceNow applications they have developed, scripting and automation patterns they have used, integrations they have implemented, their approach to ACLs and security, and how they test and deploy changes safely. The interview may include practical scenarios involving a business requirement, a script or flow design, API integration, and troubleshooting.