ServiceNow Developer

Role Overview

This position is responsible for the day-to-day operation and evolution of the ServiceNow platform used by a global humanitarian organization. The developer handles configuration tasks, user support, testing, and documentation while working closely with internal teams and business stakeholders to turn needs into practical platform solutions. By maintaining core modules, improving workflows, and supporting incident and request resolution, this role directly contributes to platform stability and user adoption across the organization.

Key Responsibilities

• Act as the first and second line of support for ServiceNow incidents and requests, covering access issues, catalog items, reporting questions, and configuration problems, with complex technical matters escalated to senior platform engineers.
• Administer platform fundamentals such as user accounts, groups, roles, assignment rules, forms, lists, tables, notifications, reports, dashboards, and knowledge articles.
• Configure and maintain solutions across Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management modules.
• Build and refine catalog items, record producers, approvals, workflows, forms, dashboards, and automated processes using platform configuration tools and Flow Designer.
• Develop script-based customizations—including business rules, client scripts, UI policies, UI actions, script includes, scheduled jobs, and notifications—under the guidance of a senior system administrator.
• Support and troubleshoot integrations with other enterprise systems using REST/SOAP APIs or IntegrationHub, ensuring alignment with approved architectural standards.
• Gather requirements, document user stories, and collaborate with product owners and IT teams to define and deliver platform enhancements.
• Participate in release cycles by preparing test cases, conducting regression and user acceptance testing, logging defects, validating update sets, and supporting post-release checks; also create reports, dashboards, user guides, training materials, and knowledge base documentation, and conduct user training sessions at least once per quarter.

Requirements & Qualifications

• Bachelor’s degree in computer science, information systems, or a related field, or equivalent professional experience.
• At least three years of hands-on ServiceNow development experience.
• Active ServiceNow Certified System Administrator certification is required.
• Demonstrated experience with core ServiceNow modules, including Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.
• Practical knowledge of user administration, group management, role assignments, and basic security administration.
• Ability to configure forms, lists, tables, catalog items, record producers, reports, dashboards, workflows, and notifications.
• Basic to intermediate JavaScript skills applied within ServiceNow, including experience with business rules, client scripts, UI policies, UI actions, script includes, and scheduled jobs.
• Experience with testing, release validation, technical documentation, and end-user training.
• Strong analytical and troubleshooting skills, with clear written and verbal communication and the ability to work collaboratively across technical and business teams.
• Preferred: ServiceNow Certified Application Developer certification, experience with Flow Designer, approvals, automation, REST/SOAP integrations, Service Portal configuration, Automated Test Framework, update sets, upgrades, and ITIL-based processes.

What We Offer / Why Join

This role provides an opportunity to grow within a structured IT environment while receiving direct mentorship and technical direction from a senior system administrator and senior developer. You will be involved in continuous improvement initiatives, quarterly training delivery, and agile delivery practices, giving you exposure to both platform engineering and stakeholder engagement across a global organization.