About this role
Accountabilities:
- Design, develop, configure, enhance, and deploy ServiceNow solutions and custom applications using established SDLC standards and out-of-the-box functionality where appropriate.
- Translate business requirements into scalable technical solutions in collaboration with Business Analysts, platform stakeholders, and business teams.
- Configure and enhance ServiceNow CSM/TPSM modules, workflows, forms, business rules, portals, and user experiences.
- Take ownership of an existing ServiceNow CSM environment and help transition it from third-party implementation support to internal platform stewardship.
- Review, validate, and improve partner-delivered configurations, update sets, and release artifacts to ensure quality, maintainability, and compliance with internal standards.
- Develop scalable workflow automation and enhance capabilities including Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, and enterprise integrations.
- Troubleshoot and resolve platform defects, workflow issues, integration challenges, and performance bottlenecks while minimizing regression risk.
- Maintain platform integrity across production and non-production environments and oversee environment promotion and release activities.
- Support User Acceptance Testing, release readiness, Change Review Board processes, customer cutover, and production deployment.
- Work closely with Business Analysts and business stakeholders to triage defects, support testing, and facilitate user validation.
- Help establish sustainable platform governance, technical standards, documentation, and development practices.
- Explore and apply relevant ServiceNow AI capabilities, including Now Assist, Predictive Intelligence, and intelligent workflow automation where appropriate.
Requirements:
- 5+ years of hands-on ServiceNow development experience, preferably within enterprise-scale implementations and fast-growing global organizations.
- Strong experience designing, configuring, developing, and supporting ServiceNow Customer Service Management (CSM) applications and workflows.
- Proven experience inheriting, stabilizing, and improving a ServiceNow environment originally implemented by a third-party partner.
- Ability to review complex existing configurations, identify improvement opportunities, and make changes without introducing unnecessary regression risk.
- Experience conducting peer reviews of partner-delivered configurations, update sets, and release artifacts.
- Strong hands-on expertise with scalable workflow development, case management, customer service portals, knowledge management, Agent Workspace, and enterprise integrations.
- Experience with ServiceNow platform stewardship, SDLC practices, release management, environment promotion, UAT, and production deployment.
- Strong troubleshooting and problem-solving skills, with the ability to diagnose workflow, platform, integration, and performance issues.
- ServiceNow Certified System Administrator (CSA) certification required.
- ServiceNow Certified Application Developer (CAD) certification required.
- Certified Implementation Specialist – Customer Service Management (CIS-CSM) certification is strongly preferred.
- Experience with ServiceNow AI capabilities such as Now Assist, Predictive Intelligence, or intelligent workflow automation is a plus.
- Strong communication and collaboration skills, with the ability to work effectively with technical teams, Business Analysts, and business stakeholders.
- Ability to support working hours with reasonable overlap across EMEA or APAC business hours.
- Strong ownership mindset and ability to operate effectively while managing multiple priorities in a fast-moving environment.
Benefits:
- Base salary range of $125,000–$165,000 USD.
- Remote position within the United States.
- Opportunity to take ownership of an enterprise ServiceNow CSM/TPSM environment.
- High-impact role combining hands-on development, platform engineering, release ownership, and technical stewardship.
- Opportunity to work across ServiceNow CSM, workflow automation, integrations, portals, knowledge management, and AI capabilities.
- Exposure to a platform transition from external implementation support toward internal ownership.
- Opportunity to influence technical standards, platform quality, scalability, and long-term maintainability.
- Collaborative environment working with Business Analysts, technical stakeholders, and business teams.
- Compensation determined based on factors including geographic location, education, experience, knowledge, skills, abilities, and applicable labor-market data.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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