Job Description

Overview:

The ServiceNow Developer is responsible for collaborating with Commonwealth personnel within the ITSM Bureau, other Office of Administration bureaus, System Specialists, Subject Matter Experts (SMEs), and suppliers. This role will work closely with Process Owners, Business Analysts, ServiceNow Administrators, and other ServiceNow Developers within the Enterprise Technology Solutions Office (ETSO).

Certification by ServiceNow as a Certified Developer is preferred but not mandatory.

Position Duties and Tasks (include but are not limited to):

• Design, develop, and implement ServiceNow applications and integrations.
• Customize core ITSM applications such as Incident, Problem, Change, Request , and CMDB .
• Develop and maintain custom applications/modules using ServiceNow Studio .
• Create workflows, business rules, client scripts, UI policies/actions, and automated tasks.
• Integrate ServiceNow with third-party tools via REST/SOAP APIs and MID Server .
• Collaborate with Business Analysts and stakeholders to gather and clarify requirements.
• Develop reports, dashboards, and Performance Analytics widgets.
• Conduct code reviews, perform unit testing, and ensure code quality and security compliance.
• Maintain detailed documentation on configurations, customizations, and system architecture.
• Ensure all work is documented for future reference and compliance purposes.
• Participate in Agile/Scrum development cycles and sprints.
• Demonstrate strong communication skills, both oral and written.
• Work effectively in a collaborative, team-based environment.

Required Skills and Qualifications:

• Bachelor’s degree in Computer Science, Information Systems , or a related field.
• Minimum of 7 years of hands-on ServiceNow development experience.
• Proficient in JavaScript, Glide API , and ServiceNow scripting best practices.
• Experience with ITSM and at least one additional ServiceNow module (e.g., ITOM, HRSD, SPM, Source2Pay).
• Familiarity with Agile/Scrum methodologies.
• ServiceNow Certified System Administrator (CSA) certification is required.
• ServiceNow Certified Application Developer (CAD) certification is strongly preferred.

Desired Skills and Certifications:

• ServiceNow Certified Implementation Specialist (CIS) – in ITSM, HRSD, or Discovery.
• Experience using Automated Test Framework (ATF) .
• Exposure to ServiceNow App Engine and Flow Designer .
• Understanding of CMDB architecture and Discovery processes.
• Knowledge of Employee Service Portal and custom widget development.

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