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Key Responsibilities and Required Skills for a ServiceNow Developer

💰 $95,000 - $160,000

Information TechnologySoftware DevelopmentEnterprise SoftwareITSM

🎯 Role Definition

A ServiceNow Developer is the technical heart of an organization's ServiceNow strategy. This role is responsible for transforming business, service, and operational requirements into powerful, automated solutions on the Now Platform. More than just a coder, a ServiceNow Developer is a problem-solver and an innovator who designs, develops, and maintains the applications and workflows that streamline processes across the enterprise, from IT Service Management (ITSM) to Human Resources, Customer Service, and beyond. At its core, this role ensures the platform is not just functional but is also scalable, efficient, and aligned with the company's strategic goals, directly impacting user experience and operational productivity.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Support Analyst / Help Desk Technician
  • Junior Software Developer
  • System Administrator (Windows/Linux)
  • Business Analyst (with a technical aptitude)

Advancement To:

  • Senior ServiceNow Developer
  • ServiceNow Technical Architect
  • ServiceNow Platform Manager or Owner
  • IT Development Lead

Lateral Moves:

  • DevOps Engineer
  • Cloud Solutions Engineer
  • IT Business Relationship Manager

Core Responsibilities

Primary Functions

  • Design, develop, and implement robust solutions on the ServiceNow platform, encompassing the creation and modification of applications, forms, UI pages, and complex workflows.
  • Translate business requirements and user stories from stakeholders into well-architected, scalable, and maintainable technical solutions within the ServiceNow ecosystem.
  • Perform comprehensive customization and configuration of core ServiceNow modules, including but not limited to ITSM (Incident, Problem, Change, Service Catalog), ITOM (Discovery, Service Mapping), HRSD, and CSM.
  • Develop and maintain client-side and server-side scripts, including Business Rules, Client Scripts, UI Policies, UI Actions, and Script Includes, using JavaScript and the Glide API.
  • Architect and manage integrations between ServiceNow and other enterprise systems using REST, SOAP, IntegrationHub, email, and MID Server technologies to ensure seamless data flow.
  • Build and enhance the user experience by developing intuitive and modern Service Portals using AngularJS, HTML, CSS, and Service Portal widgets.
  • Oversee the full software development lifecycle (SDLC) for ServiceNow development, from initial design and prototyping through to deployment, testing, and post-production support.
  • Manage and deploy code between ServiceNow instances using Update Sets and Scoped Application repository integrations, ensuring proper version control and deployment practices.
  • Proactively identify and implement performance enhancements and optimization opportunities to maintain the health, usability, and scalability of the ServiceNow platform.
  • Conduct platform upgrades and patching by performing impact analysis, leading testing efforts, and remediating any issues to ensure minimal disruption to business operations.
  • Create and maintain comprehensive technical documentation for all custom solutions, integrations, and configurations to facilitate knowledge sharing and future maintenance.
  • Develop and execute test plans for new and existing functionality using the Automated Test Framework (ATF) to ensure high-quality, defect-free releases.
  • Provide expert-level troubleshooting and technical support for complex incidents and problems escalated to the development team, performing root cause analysis and implementing permanent fixes.
  • Adhere to ServiceNow development best practices, including scoped application development, to ensure solutions are secure, upgradable, and do not compromise platform stability.
  • Collaborate closely with ServiceNow administrators, business analysts, and platform owners to align on priorities, manage the development backlog, and participate in Agile/Scrum ceremonies.
  • Design and manage the Configuration Management Database (CMDB), ensuring its accuracy and health through discovery, integrations, and data certification processes.
  • Develop custom reports, dashboards, and Performance Analytics solutions to provide stakeholders with actionable insights and visibility into key process metrics.
  • Mentor junior developers and citizen developers, providing guidance on coding standards, platform architecture, and established best practices.
  • Stay current with new ServiceNow features, modules, and releases, evaluating their potential impact and benefit to the organization and recommending adoption strategies.
  • Participate in solution architecture reviews and governance meetings to ensure proposed solutions align with the long-term platform strategy and technical standards.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis from the platform.
  • Contribute to the organization's overall ServiceNow platform governance and roadmap.
  • Collaborate with business units to translate complex data and process needs into engineering requirements.
  • Participate in sprint planning, retrospectives, and daily stand-ups as part of an agile development team.
  • Assist in training end-users and power-users on new features and functionalities.

Required Skills & Competencies

Hard Skills (Technical)

  • Expert-level proficiency in JavaScript, specifically within the ServiceNow context (Glide API, server-side/client-side scripting).
  • Deep expertise in ServiceNow platform administration, configuration, and customization.
  • Hands-on experience developing with core ITSM modules (Incident, Problem, Change, Service Catalog).
  • Proven ability to build and maintain integrations using REST/SOAP APIs, IntegrationHub, and MID Server.
  • Strong development skills in Service Portal, including experience with AngularJS, HTML5, CSS, and Bootstrap.
  • Proficiency with Flow Designer, Workflow Editor, and Business Rules for process automation.
  • Solid understanding of ServiceNow's data model, including table structures, CMDB, and data relationships.
  • Experience with update sets, scoped application development, and source control integrations (e.g., Git).
  • Familiarity with database technologies (e.g., SQL, relational databases) and data transformation.
  • Experience with the Automated Test Framework (ATF) for creating and managing test suites.
  • Knowledge of Agile and Scrum methodologies and working within a development sprint cycle.

Soft Skills

  • Exceptional analytical and problem-solving abilities to troubleshoot complex technical issues.
  • Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
  • Collaborative mindset with a proven track record of working effectively in a team environment.
  • Meticulous attention to detail and a commitment to delivering high-quality, well-tested code.
  • Adaptability and a willingness to learn, especially in keeping up with the rapidly evolving Now Platform.
  • Strong stakeholder management skills to gather requirements and manage expectations.
  • Proactive and self-motivated with a strong sense of ownership and accountability.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor’s degree or equivalent combination of relevant work experience and certifications.

Preferred Education:

  • Bachelor’s degree in a technical discipline.

Relevant Fields of Study:

  • Computer Science
  • Information Technology
  • Software Engineering
  • Management Information Systems

Experience Requirements

Typical Experience Range:

  • 3-7 years of dedicated ServiceNow development experience.

Preferred:

  • 5+ years of hands-on experience, possession of ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) certifications. Experience with ITOM, HRSD, or SecOps modules is a significant plus.
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