About the role
The candidate will have responsibilities across the following functions:
Core Platform Development (ITSM and CSM):
- End-to-End Implementation: Design, configure, and deploy ServiceNow ITSM (Incident, Problem, Change, Knowledge, Service Catalogue) and CSM (Case Management, Customer Portal, Omni-channel engagement, Omni-channel routing) modules.
- Workflow Automation: Create and maintain complex workflows, business rules, UI actions, UI policies, client scripts, and flow designers to streamline service and support processes.
- Customer Experience Architecture: Configure CSM features like Agent Workspace, Advanced Work Assignment, and Playbooks to optimise the agent and customer experience.
Integrations and Architecture:
- System Integration: Architect, develop, and manage robust, bidirectional Integrations between ServiceNow and external enterprise systems (e. g., CRM, ERP, Monitoring tools, IAM tools).
- API Development: Utilise REST, SOAP, JSON, and Web Services alongside ServiceNow IntegrationHub to build secure and scalable integrations.
Platform Governance and Enhancement:
- Configuration Management: Support and mature the CMDB health, ensuring accurate configuration item (CI) relationships, data integrity, and dependency mapping.
- Operations Strategy: Assist in the roadmap execution of ITOM modules (specifically Discovery, Service Mapping, or Event Management) to bridge infrastructure alerts with service impact.
- Best Practices: Ensure code health, maintain update sets, perform upgrade impact analyses, and adhere strictly to ServiceNow development guardrails.