Senior ServiceNow Developer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior ServiceNow Developer based in United States.

This role offers the opportunity to take ownership of a critical ServiceNow environment supporting Customer Service Management and case management capabilities. You will design, develop, enhance, and support scalable solutions while helping transition the platform from external implementation support to internal ownership. Working closely with business analysts, technical stakeholders, and business teams, you will translate requirements into reliable technical solutions. The role combines hands-on development with platform stewardship, release management, quality assurance, and workflow automation. You will help ensure the environment remains maintainable, secure, scalable, and aligned with established development standards. Your expertise will directly contribute to improving platform performance, user experiences, and long-term operational stability.

Accountabilities:
- Design, develop, configure, enhance, and deploy ServiceNow solutions and custom applications using established SDLC standards and out-of-the-box functionality where appropriate.

- Translate business requirements into scalable technical solutions in collaboration with Business Analysts, platform stakeholders, and business teams.

- Configure and enhance ServiceNow CSM/TPSM modules, workflows, forms, business rules, portals, and user experiences.

- Take ownership of an existing ServiceNow CSM environment and help transition it from third-party implementation support to internal platform stewardship.

- Review, validate, and improve partner-delivered configurations, update sets, and release artifacts to ensure quality, maintainability, and compliance with internal standards.

- Develop scalable workflow automation and enhance capabilities including Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, and enterprise integrations.

- Troubleshoot and resolve platform defects, workflow issues, integration challenges, and performance bottlenecks while minimizing regression risk.

- Maintain platform integrity across production and non-production environments and oversee environment promotion and release activities.

- Support User Acceptance Testing, release readiness, Change Review Board processes, customer cutover, and production deployment.

- Work closely with Business Analysts and business stakeholders to triage defects, support testing, and facilitate user validation.

- Help establish sustainable platform governance, technical standards, documentation, and development practices.

- Explore and apply relevant ServiceNow AI capabilities, including Now Assist, Predictive Intelligence, and intelligent workflow automation where appropriate.

Requirements:

- 5+ years of hands-on ServiceNow development experience, preferably within enterprise-scale implementations and fast-growing global organizations.

- Strong experience designing, configuring, developing, and supporting ServiceNow Customer Service Management (CSM) applications and workflows.

- Proven experience inheriting, stabilizing, and improving a ServiceNow environment originally implemented by a third-party partner.

- Ability to review complex existing configurations, identify improvement opportunities, and make changes without introducing unnecessary regression risk.

- Experience conducting peer reviews of partner-delivered configurations, update sets, and release artifacts.

- Strong hands-on expertise with scalable workflow development, case management, customer service portals, knowledge management, Agent Workspace, and enterprise integrations.

- Experience with ServiceNow platform stewardship, SDLC practices, release management, environment promotion, UAT, and production deployment.

- Strong troubleshooting and problem-solving skills, with the ability to diagnose workflow, platform,