Senior ServiceNow Engineer/Developer with GXP experience

Senior ServiceNow Engineer/Developer with GXP experience

Remote Project - 12 Months+

This is a hands-on technical role embedded directly within our organization, working large scale ServiceNow platforms for major customers.

The successful candidate will own the delivery of a substantial backlog of enhancements and change requests across our ITSM and ITOM (Discovery) modules, while also serving as the primary escalation point for diagnosing and resolving platform issues. You will work closely with our Project Manager, Technical Architect, business stakeholders, IT operations, and infrastructure teams to ensure our ServiceNow environment is stable, optimized, and continuously improving.

Key Responsibilities

ITSM Development & Enhancements

• Design, develop, and implement changes to ITSM modules including Incident, Problem, Change, Request, Service Catalog, and CMDB.
• Work through a prioritized backlog of enhancement requests submitted by business stakeholders, translating requirements into scalable ServiceNow solutions.
• Build and maintain workflows, Flow Designer flows, Business Rules, UI Policies, Client Scripts, and Scheduled Jobs.
• Develop and manage Service Catalog items, record producers, and variable sets to streamline end-user request experiences.
• Maintain and enhance SLA definitions, notification rules, and reporting dashboards.

ITOM Discovery Development & Support

• Administer and enhance ServiceNow Discovery, including MID Server management, discovery schedules, patterns, and probes/sensors.
• Implement new functionality per backlog developed by our team.
• Troubleshoot and resolve Discovery failures including credential issues, network accessibility problems, and CI population errors.
• Implement, maintain and extend CMDB health, CI class relationships, and reconciliation rules to ensure data accuracy and completeness.
• Support integration of Discovery data with dependent ITSM processes such as Incident, Change, and Problem management.
• Develop and manage Service Mapping configurations where applicable.

Incident Escalation & Platform Troubleshooting

• Act as the senior technical escalation point for platform issues, production defects, and urgent system problems.
• Diagnose root causes of recurring incidents, performance degradation, integration failures, and unexpected platform behavior.
• Perform thorough analysis of system logs, event logs, update sets, and transaction logs to isolate and remediate issues.
• Implement fixes and hotfixes with appropriate testing and change control, minimizing risk to production.
• Document findings and resolutions to build a knowledge base that reduces future escalation volume.

Platform Governance & Best Practices

• Enforce ServiceNow development standards, coding best practices, and platform governance guidelines.
• Manage update sets, source control practices, and deployment processes across development, test, and production instances.
• Conduct peer reviews of technical work and mentor junior team members or business analysts.
• Stay current on ServiceNow release notes and assess the impact of upgrades on existing configurations.
• Participate in and support bi-annual platform upgrades, ensuring regression testing and smooth rollout.

Stakeholder Collaboration

• Engage directly with business stakeholders to gather, refine, and document technical requirements.
• Provide clear status updates on backlog progress, issue resolution timelines, and platform health.
• Partner with infrastructure, networking, and security teams on Discovery, integrations, and compliance requirements.
• Contribute to roadmap planning sessions by identifying technical debt, platform risks, and improvement opportunities.

Required Qualifications

Experience

• 5+ years of hands-on ServiceNow development experience in an enterprise environment.
• Proven track record delivering complex ITSM customizations and enhancements in production environments.
• Demonstrated experience administering and troubleshooting ServiceNow Discovery, including MID Server configuration and pattern development.
• Experience managing and working through an active backlog of development requests in a customer or internal IT setting.
• Experience diagnosing and resolving escalated platform issues with minimal guidance.

Technical Skills

• Proficiency in JavaScript for ServiceNow (Business Rules, Script Includes, Client Scripts, Scheduled Jobs).
• Strong command of Flow Designer and/or Workflow Editor.
• Strong understanding and experience with ServiceNow ITSM modules.
• Deep understanding of the ServiceNow CMDB data model, CI classes, relationships, and reconciliation.
• Hands-on experience with ServiceNow Discovery: schedules, probes/sensors, patterns, MID Servers, and credential management.
• Familiarity with REST/SOAP integrations and the ServiceNow Integration Hub or spoke development.
• Proficient with update set management, scoped applications, and instance-to-instance deployment practices.
• Strong understanding of ITIL processes as implemented within ServiceNow.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist in ITSM or ITOM Discovery highly desirable.
• Understanding of Service Mapping, Event Management, or ITOM Visibility.
• Familiarity with the ServiceNow Service Graph Connector ecosystem (e.g., Terraform, cloud providers).
• Experience with Agile/Scrum methodologies and tools such as Jira or Azure DevOps for backlog management.
• Exposure to ServiceNow Performance Analytics or reporting dashboards.
• ITIL v3 or v4 Foundation certification.