ServiceNow ITSM & Integration Developer

Job Title: ServiceNow ITSM & Integration Developer

Role Overview

The ServiceNow ITSM & Integration Developer is responsible for designing, developing, implementing, and supporting ServiceNow ITSM solutions and enterprise integrations. The role focuses on enhancing IT service management processes, automating workflows, and enabling seamless integration between ServiceNow and external business applications to support efficient service delivery and operational excellence.

Key Responsibilities

ITSM Development

• Design, develop, and maintain ServiceNow ITSM modules, including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Configure and customize forms, workflows, Flow Designer flows, business rules, UI policies, notifications, and service catalog items.
• Develop and support Service Portal and Employee Center solutions to improve the user experience.
• Analyze business requirements and translate them into scalable ServiceNow solutions aligned with best practices.
• Support platform enhancements, defect resolution, and process improvements.

Integration Development

• Design, build, and maintain integrations between ServiceNow and enterprise applications using REST APIs, SOAP APIs, IntegrationHub, web services, and MID Servers.
• Develop and support integrations with systems such as Active Directory, Azure AD, HR systems, ERP platforms, monitoring tools, and cloud services.
• Configure and manage IntegrationHub spokes, data synchronization processes, and inbound/outbound interfaces.
• Troubleshoot and resolve integration issues, ensuring data integrity and service reliability.
• Support API design, documentation, testing, and governance activities.

Platform Support & Administration

• Provide day-to-day support for ServiceNow applications and integrations.
• Support platform upgrades, patching activities, testing, and release deployments.
• Monitor platform health, scheduled jobs, integrations, and system performance.
• Manage users, groups, roles, and access permissions in accordance with security and governance requirements.
• Create and maintain technical documentation, solution designs, and knowledge articles.

Reporting & Continuous Improvement

• Develop dashboards, reports, and KPIs to monitor service performance and operational effectiveness.
• Identify opportunities for automation and process optimization.
• Collaborate with business stakeholders, architects, and support teams to deliver continuous improvements.

Required Skills

• Strong hands-on experience with ServiceNow ITSM modules:
• Incident Management
• Problem Management
• Change Management
• Request Management
• Knowledge Management
• Service Catalog
• Strong ServiceNow development experience, including:
• JavaScript
• Glide APIs
• Business Rules
• Script Includes
• Client Scripts
• UI Policies
• ACLs
• Experience with Flow Designer, IntegrationHub, and workflow automation.
• Strong experience developing integrations using:
• REST APIs
• SOAP APIs
• Web Services
• IntegrationHub
• MID Servers
• Experience integrating ServiceNow with third-party enterprise applications and cloud platforms.
• Good understanding of ServiceNow platform architecture, data model, and best practices.
• Knowledge of ITIL processes and service management principles.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and stakeholder management skills.

Preferred Skills

• Experience with Service Portal and Employee Center.
• Experience with SSO, LDAP, Azure AD, and identity integrations.
• Experience with cloud platforms such as Azure, AWS, or Google Cloud.
• Exposure to ITOM modules and CMDB integration concepts.
• Experience working in enterprise-scale ServiceNow environments.

Certifications

Mandatory

• ServiceNow Certified System Administrator (CSA)

Preferred

• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS) – ITSM
• ServiceNow Certified Integration Specialist (preferred)
• ITIL Foundation V4
• Micro-Certification: Flow Designer
• Micro-Certification: Integration Hub

Experience

• Total Experience: 5-8 years
• Relevant ServiceNow Experience: 3+ years in ITSM development and enterprise integrations

Work Arrangement

• Hybrid work setup at the Mall of Asia (MOA) Business Complex, Pasay City.
• Willingness to work on a shifting/rotating schedule, including night shifts as required by business needs.