Senior ServiceNow Developer (ITSM/HRSD + ITOM/CMDB)

**Senior ServiceNow Developer (ITSM/HRSD \+ ITOM/CMDB)** The Sr. ServiceNow Developer is responsible for designing, developing, configuring, and maintaining solutions within the ServiceNow platform to support enterprise IT and business processes. This role serves as a subject matter expert, ensuring scalable, secure, and efficient implementations aligned with organizational standards. The developer will be responsible for supporting and enhancing core modules including Employee Center, Virtual Agent, HR Service Delivery, IT Service Management (ITSM), Configuration Management Database (CMDB), Asset/ITAM, IT Operations Management (ITOM), Knowledge Management, Change Management, and Integrations (e.g., Microsoft Teams, Outlook, APIs, external systems). **ESSENTIAL DUTIES AND RESPONSIBILITIES** 1\) Design, configure, and customize applications within the ServiceNow platform, with a focus on Employee Center, Virtual Agent, HR, ITSM, CMDB, Asset/ITAM, ITOM, Knowledge Management, Change Management, and related modules. 2\) Develop workflows, business rules, client scripts, UI policies, integrations, and automation in alignment with ServiceNow best practices. Leverage ServiceNow AI capabilities (e.g., Now Assist for ITSM and CSM) to enhance Virtual Agent and knowledge automation. This includes building AI\-powered knowledge workflows to improve automation and ticket deflection rates. 3\) Build and configure advanced capabilities such as Microsoft Teams/Outlook integrations, knowledge base workflows, and custom applications to extend ServiceNow functionality. Assist with future telephony integrations (e.g., RingCX) via CSM or other ServiceNow modules once APIs are available. 4\) Collaborate with business stakeholders to gather requirements, translate into technical solutions, and ensure proper documentation. 5\) Ensure platform security, including role\-based access, data integrity, and compliance with internal and regulatory requirements. 6\) Develop integrations with third\-party systems (e.g., Microsoft 365, HRIS, Finance, monitoring tools) using REST/SOAP APIs, MID Server, and IntegrationHub. Support ITOM Visibility and Discovery initiatives to improve asset inventory accuracy across roughly 6,500 assets. 7\) Troubleshoot, diagnose, and resolve complex technical issues across ServiceNow modules as the highest\-level support within the platform. 8\) Participate in Change Advisory Board (CAB) reviews and ensure adherence to organizational change management processes. 9\) Create and maintain technical documentation, configuration records, and knowledge articles to support IT and business teams. 10\) Stay current with new ServiceNow releases, features, and module enhancements to ensure platform alignment with organizational needs. Participate in the upcoming Zurich upgrade, and in the enablement of new platform features. **QUALIFICATIONS** EDUCATION: Minimum Bachelor’s Degree in Computer Science, Information Technology, or related field required; 5 years of experience in the field may substitute for the degree requirement. EXPERIENCE: · Minimum 5–7 years of ServiceNow development experience, including hands\-on expertise in Employee Center, Virtual Agent, HR, ITSM, CMDB, Asset/ITAM, ITOM, Knowledge Management, and Change Management. · Proven experience with scripting (JavaScript, Glide API, AngularJS, HTML/CSS) · Experience integrating ServiceNow with enterprise systems using REST/SOAP APIs · Healthcare industry or enterprise environment experience preferred LICENSURE / CERTIFICATION · ServiceNow Certified System Administrator (CSA) · ServiceNow Certified Implementation Specialist (ITSM, HRSD, ITOM, ITAM, or CSM) · ServiceNow Certified AI Specialist (Now Assist) preferred, or equivalent AI and automation experience · ITIL v4 Foundation or higher · Microsoft Azure or M365 certifications a plus KNOWLEDGE, SKILLS AND ABILITIES · Strong analytical, critical thinking, and problem\-solving skills with ability to resolve complex technical issues and propose innovative solutions. · Dependable and detail\-oriented with strong organizational and time management skills to handle high\-volume work and deliver high\-quality results under deadlines. · Able to work independently and in a collaborative team environment. · Excellent written, verbal, and interpersonal communication skills, with ability to effectively document technical solutions and communicate with both technical staff and end users. · Ability to work under pressure when presented with end\-user or technical issues. · Ability to travel, work flexible shifts, and adapt to changing work schedules. · Expert knowledge of ServiceNow platform architecture and supported modules (Employee Center, Virtual Agent, HR, ITSM, CMDB, ITAM, ITOM, Knowledge Management, Change Management). · Advanced understanding of ITSM and ITIL processes. · Experience with ITOM Discovery, IntegrationHub, and ServiceNow AI capabilities is highly desirable. · Commitment to continuous learning and staying current with ServiceNow releases and features.