ServiceNow Developer

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Publicis Sapient brings the experts who understand your business and the platforms to modernize systems, scale AI agents and keep operations resilient.

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Job Summary:

We are looking for an experienced ServiceNow Administrator & Developer with 4+ years of hands-on experience in administering, configuring, and supporting the ServiceNow platform. The candidate will be responsible for platform administration, ITSM module configuration, workflow automation, integrations, user and role management, troubleshooting, and continuous improvement of the ServiceNow environment.

Key Responsibilities:

• Administer and maintain the ServiceNow platform, ensuring availability, performance, security, and reliability.
• Configure and customize ServiceNow modules based on business and operational requirements.
• Manage and support Incident, Problem, Change, Request, Knowledge, and Service Catalog modules.
• Create and maintain Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, Notifications, and ACLs.
• Configure workflows, Flow Designer flows, approvals, assignments, and automated notifications.
• Manage users, groups, roles, access controls, and platform permissions.
• Develop and maintain Service Catalog items, record producers, variables, and approval processes.
• Create and maintain reports, dashboards, performance analytics, and operational metrics.
• Troubleshoot platform issues related to ServiceNow functionality, integrations, workflows, and configurations.
• Support ServiceNow upgrades, patches, enhancements, and release activities.
• Perform configuration migration between instances using Update Sets and appropriate deployment mechanisms.
• Support integrations with external applications using REST/SOAP APIs, Integration Hub, MID Server, or other integration technologies.
• Maintain ServiceNow documentation, configuration records, technical procedures, and knowledge articles.
• Collaborate with stakeholders to gather requirements and translate business needs into ServiceNow solutions.

Required Technical Skills:

• 4+ years of hands-on experience as a ServiceNow Administrator, ServiceNow Analyst, or ServiceNow Engineer.
• Strong experience with ServiceNow ITSM.
• Good understanding of Incident, Problem, Change, Request, Service Catalog, Knowledge Management, CMDB fundamentals, and SLA management.
• Hands-on experience with ServiceNow configuration and administration.
• Strong knowledge of Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, ACLs, Notifications, Data Policies, and Dictionary configurations.
• Experience with Flow Designer / Workflow Editor.
• Experience creating reports, dashboards, and performance metrics.
• Working knowledge of JavaScript and ServiceNow scripting.
• Knowledge of REST/SOAP integrations and APIs.
• Experience with Update Sets, application deployment, and instance management.
• Good understanding of ServiceNow security, roles, groups, and access controls.
• Familiarity with MID Server and Integration Hub is preferred.
• Experience supporting ServiceNow upgrades and platform releases.

Preferred Skills:

• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Certified Application Developer (CAD) certification is an advantage.
• Experience with CMDB, Discovery, or Service Mapping.
• Experience with ITOM, ITSM Pro, HRSD, CSM, or SecOps modules.
• Experience integrating ServiceNow with Jira, Azure DevOps, Microsoft Teams, monitoring tools, identity platforms, or enterprise applications.
• Knowledge of Agile/Scrum methodologies.

Soft Skills:

• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder-management skills.
• Ability to work independently and collaboratively with cross-functional teams.
• Strong problem-solving and incident-resolution capabilities.
• Ability to translate business requirements into technical solutions.
• Good documentation and process-management skills.
• Strong ownership and customer-service mindset.

Education:

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. ServiceNow certifications will be an added advantage.

Key Performance Areas:

• ServiceNow platform availability and stability.
• Timely resolution of platform issues and requests.
• Quality and maintainability of ServiceNow configurations.
• Successful implementation of automation and process improvements.
• Integration reliability and data accuracy.
• SLA/KPI adherence and stakeholder satisfaction

Read about Publicis Sapient more on at Sapient Careers.