ServiceNow Developer

About NTT DATA Business Solutions:

NTT DATA Business Solutions Group is part of the NTT DATA Corporate Group, a top 10 global IT services provider headquartered in Tokyo, operating in more than 50 countries. We combine global reach with local intimacy to provide premier professional ServiceNow and SAP services, from deep industry expertise consulting to applied innovations in digital, cloud, automation, and system development to business IT outsourcing.

As a global SAP Platinum Partner, NTT DATA Business Solutions Group leverages its global expertise to deliver quality outcomes whether you are a multi-national or operate in a single country. With over 15,000 SAP experts across 31 countries, we have the capability and reach to help you solve real problems and seize the next opportunity for growth around your SAP strategy and operations.

As Global Elite Partner for ServiceNow, we bring an added dimension of expertise and excellence to our suite of services, ensuring comprehensive solutions for our clients' diverse needs.

Our global award-winning SAP practice, differentiated by innovation, is the undisputed leader in SAP S/4HANA, with about 500 SAP HANA clients and more than 300 SAP S/4HANA clients.

Our clients trust our deep experience and proven approaches - all around the world.

Job Summary

We are seeking an experienced ServiceNow Technical Consultant with strong hands-on expertise in CMDB, Discovery, Service Mapping and Event Management to join our growing ServiceNow practice.

You will design, develop and implement scalable ServiceNow solutions that improve service visibility, infrastructure discovery, operational insight and automation for enterprise customers. Working closely with Solution Architects, Business Analysts, Project Managers and customer stakeholders, you will translate business requirements into robust technical solutions aligned with ServiceNow best practices.

The ideal candidate will have at least three years of hands-on ServiceNow development and implementation experience, strong troubleshooting skills and a customer-focused approach to delivering high-quality solutions throughout the project lifecycle.

**This role requires active UK Security Check (SC) clearance and a willingness to work a rotating shift pattern, including occasional weekend on-call support.**

Key Responsibilities

Technical Design & Development:

• Translate business requirements and user stories into scalable technical solutions in collaboration with Business Analysts and Solution Architects.
• Design, configure and develop ServiceNow solutions across CMDB, Discovery, Service Mapping and Event Management.
• Develop and maintain Business Rules, Script Includes, UI Policies, Flow Designer workflows and custom applications where required.
• Build and maintain integrations using REST, SOAP, IntegrationHub and relevant third-party connectors.
• Support platform upgrades, releases and enhancements in line with ServiceNow development best practices.

CMDB, Discovery & Service Mapping

• Configure and maintain a healthy, accurate and well-governed CMDB, aligned with CSDM principles.
• Design, implement and maintain Discovery schedules, MID Server configurations and Discovery patterns.
• Implement and optimise Service Mapping to provide end-to-end visibility of critical business services, applications and infrastructure dependencies.
• Support data quality, configuration governance and the effective management of configuration items and relationships.

Event Management & ITOM

• Configure and maintain Event Management capabilities, including event rules, alert correlation, integrations and operational dashboards.
• Integrate third-party monitoring tools and infrastructure platforms to improve event visibility and operational response.
• Troubleshoot discovery, mapping and event-processing issues, performing root cause analysis and implementing sustainable fixes.
• Identify opportunities to improve service visibility, automate operational processes and enhance ITOM performance.

Project Delivery & Customer Engagement

• Collaborate with developers, consultants, architects and customer stakeholders throughout the delivery lifecycle.
• Participate in Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups and retrospectives.
• Perform technical testing, debugging and quality assurance to ensure reliable solution delivery.
• Produce clear technical documentation, solution designs and knowledge articles.
• Communicate technical concepts effectively to technical and non-technical stakeholders.
• Mentor junior consultants and share knowledge across the wider practice where appropriate.
• Maintain up-to-date knowledge of ServiceNow releases, certifications and emerging technologies.

Shift Patterns & On-Call Support

• Work a scheduled shift pattern to support customer operational requirements:
• Early shift: 08:00–16:00
• Late shift: 10:00–18:00
• Participate in an occasional weekend on-call rota as required.
• Demonstrate flexibility in supporting customer service commitments and operational priorities.

Essential Skills & Experience:

ServiceNow Technical Expertise

• At least three years of hands-on ServiceNow development and implementation experience.
• Strong practical experience with IT Service Management (ITSM).
• Proven experience with ServiceNow ITOM, particularly Discovery, Service Mapping and Event Management.
• Strong knowledge of CMDB architecture, configuration management, data quality and CSDM principles.
• Experience with IT Asset Management (ITAM).
• Proficiency in JavaScript and ServiceNow scripting, including Business Rules and Script Includes.
• Practical experience with Flow Designer and IntegrationHub.
• Experience designing, implementing and supporting enterprise-scale CMDB and ITOM solutions.

Infrastructure & Integration Knowledge

• Strong understanding of Windows and Linux operating systems, networking, virtualisation and cloud infrastructure.
• Experience configuring and troubleshooting MID Servers, Discovery patterns and infrastructure discovery.
• Experience integrating monitoring tools and third-party platforms with ServiceNow Event Management.
• Knowledge of API-based integrations using REST and SOAP.
• Understanding of ServiceNow platform architecture, technical design principles and development best practices.

Professional & Delivery Skills

• Strong analytical, troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to engage effectively with customers and technical teams.
• Ability to work independently while collaborating effectively within distributed project teams.
• Strong organisational skills and the ability to manage competing priorities.
• A customer-focused mindset and commitment to high-quality delivery.
• Willingness to work the specified shift patterns and participate in occasional weekend on-call support.

Security Clearance

• **Active UK Security Check (SC) clearance is mandatory. ** Candidates must hold valid, current SC clearance at the time of appointment.

Desirable Skills & Experience:

Experience in one or more of the following areas would be advantageous:

• Performance Analytics and Predictive Intelligence.
• Service Portal and ServiceNow App Engine.
• AppDynamics integrations.
• Cloud Discovery across AWS, Microsoft Azure or Google Cloud Platform (GCP).
• Kubernetes and container discovery.
• SCCM integrations.
• LDAP integrations.

Desirable Qualifications & Certifications:

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist – Discovery.
• ServiceNow Certified Implementation Specialist – Service Mapping.
• ServiceNow Certified Implementation Specialist – Event Management.
• ITIL Foundation certification.

Benefits:

Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 2024 SAP® Pinnacle Awards and the Top Employer Award 2024, we offer you the chance to make a significant impact while growing your career. Here, you’ll work alongside industry experts on cutting-edge projects, contributing to transformative solutions for our clients. Interested in shaping the future with us? We’d love to hear from you.

We offer a range of benefits designed to support your well-being, career growth, and work-life balance:

Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements, allowing you to manage your work environment effectively.

Generous Holiday Allowance: Benefit from 28 days of paid holiday annually (pro-rated for part time employees), providing ample time for relaxation and rejuvenation.

"Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge. (pro-rated for part time employees)

Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.

Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.

Income Protection: Gain peace of mind with our Group Income Protection plan, safeguarding your income in the event of unexpected circumstances.

Health and Well-being: Prioritise your health with our comprehensive Private group fund provided by WPA. Additional benefits provided include: 24/7 helpline, 1-2-1 Lifestyle coaching, financial and legal support etc.

Technology and Tools: Receive essential tools for success, including a laptop and mobile phone for both business and personal use, ensuring seamless connectivity and productivity.

Wellness Initiatives: Take advantage of our cycle to work scheme, promoting active commuting and supporting your well-being with sustainable transportation options.

Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme, contributing to a greener future while enjoying the benefits of eco-friendly transportation.