ServiceNow Developer Principal

Accountabilities

ServiceNow platform development: Design, configure, enhance, and maintain ServiceNow applications and workflows, with a focus on improving functionality, usability, scalability, and operational performance.
IT Service Management: Develop and optimize Incident, Change, and Problem Management workflows, including state models, assignment rules, and user interfaces, to streamline service delivery and reduce resolution times.
Automation and orchestration: Implement advanced automation using Flow Designer, Business Rules, Client Scripts, UI Policies, and Script Includes to improve operational efficiency and reduce manual processes.
Service Catalog and self-service: Maintain and customize Service Catalog items, record producers, and Service Portal components to improve user experience and increase self-service adoption.
CMDB and data management: Maintain configuration item structures, relationship mappings, and reconciliation rules aligned with the Common Service Data Model (CSDM). Troubleshoot data accuracy issues, Identification and Reconciliation Engine (IRE) rules, and data transformation problems.
Custom application development: Design, build, and support upgrade-safe applications using ServiceNow Studio and Application Engine, ensuring appropriate application scoping, security controls, and maintainability.
Enterprise integrations: Develop and troubleshoot inbound and outbound REST and SOAP APIs, IntegrationHub spokes, and MID Server configurations to connect ServiceNow with external systems and enterprise platforms.
Technical design and governance: Collaborate with architects, product owners, process managers, and other stakeholders to define solution architectures, establish platform governance, and translate business requirements into technical specifications.
Agile delivery and planning: Participate in Scrum activities, facilitate demonstrations and collaborative work sessions, refine user stories, estimate development effort, and support prioritization across individual and team workloads.
Platform maintenance and quality assurance: Support platform upgrades, instance cloning, automated testing through the Automated Test Framework (ATF), and other activities that maintain platform stability and reliability.
Technical documentation and continuous improvement: Prepare technical documentation, contribute to proposals and solution designs, identify process gaps, and implement improvements aligned with software development lifecycle (SDLC) best practices.
Technical leadership and mentoring: Guide team members, support talent development, share technical expertise, and promote high-quality engineering practices while ensuring delivery commitments and customer expectations are met.
Continuous learning: Monitor new ServiceNow capabilities and evaluate opportunities to improve platform functionality, automation, and overall service delivery.
Requirements
Professional experience: At least five years of relevant professional experience in software development, ServiceNow implementation, platform administration, or related technical roles.
Education and training: Technical training, relevant certifications, or a degree in a related discipline.
Mandatory certification: ServiceNow Certified System Administrator (CSA).
ServiceNow expertise: Strong functional and technical knowledge of the ServiceNow platform, particularly Incident, Change, and Problem Management modules, along with experience in CMDB architecture and scoped application development.
Programming and development: Proficiency in JavaScript, Glide APIs, HTML/CSS, JSON, and XML, with practical experience building and maintaining ServiceNow applications and workflows.
Integration capabilities: Experience developing REST and SOAP integrations and working with IntegrationHub, MID Server administration, and third-party platform connectivity.
ITIL and service management: Solid understanding of ITIL processes and the ability to apply service management best practices to enterprise workflows and operational improvements.
Software development lifecycle: Strong understanding of SDLC methodologies, requirements gathering, testing, deployment, and platform maintenance, including experience working within Agile/Scrum environments.
Analytical and problem-solving skills: Ability to troubleshoot complex technical challenges, identify root causes, develop effective solutions, and address process inefficiencies.
Communication and stakeholder management: Excellent communication skills, with the ability to explain technical concepts, influence stakeholders at different levels, manage customer expectations, and collaborate across multidisciplinary teams.
Technical leadership: Experience guiding team progress, facilitating Agile ceremonies and Scrum demonstrations, reviewing solutions, estimating workloads, and mentoring colleagues to support professional development.
Documentation and solution design: Ability to produce clear technical documentation and contribute to proposals, architecture discussions, and solution design activities.
Innovation and adaptability: Creative thinking, a continuous improvement mindset, and the ability to adapt technical approaches to evolving business requirements.
Work authorization: Must qualify as a U.S. person under the role's stated eligibility requirements, which include U.S. citizens, lawful permanent residents, refugees, and asylees.
Background screening: Must be able to pass the required background investigation to obtain a Public Trust designation before starting the position.
Location and travel: The position is fully remote, with occasional travel expected at less than 10%.
Benefits
Annual salary: Estimated range of $112,840–$143,750, depending on experience, geographic location, and applicable contractual requirements. Actual compensation may vary.
Remote flexibility: Work remotely from an eligible location in the United States.
Flexible work schedule: Full-flex workweek options designed to support work-life balance.
Healthcare coverage: Multiple medical insurance plans, including options with Health Savings Accounts (HSAs), as well as dental and vision coverage.
Retirement savings: 401(k) retirement plan with employer matching contributions.
Paid time off: Typically 15 days of paid leave per calendar year for new employees, prorated based on the hire date, plus 10 paid holidays annually.
Family and personal leave: Eligible employees may access paid parental leave, military leave, bereavement leave, jury duty leave, and up to 160 hours of paid family leave within a rolling 12-month period.
Income protection: Short- and long-term disability coverage, life insurance, accidental death and dismemberment insurance, and additional protection plans.
Career development: Access to career development resources, an AI-powered career tool, and internal mobility support to help employees pursue new opportunities.
Professional growth: Opportunities to expand technical expertise, contribute to enterprise technology initiatives, and collaborate with experienced software engineering professionals.
Recognition and workplace culture: Employee rewards programs, a collaborative culture of innovation, and an environment that values professional development and inclusion.