ServiceNow Dev ITSM/CSM

We are looking for an experienced Senior ServiceNow Developer to design, develop and implement enterprise-scale solutions across ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM).

In this role, you will work closely with business stakeholders, functional consultants and technical teams to translate business requirements into scalable, maintainable ServiceNow solutions. You will have a hands-on role in development and platform customization, integrations and technical problem-solving while contributing to technical design discussions and ServiceNow development best practices.

Your responsibilities

• Design, develop and customize ServiceNow solutions across CSM and ITSM based on business and functional requirements.
• Translate functional requirements into scalable and technically sound platform solutions.
• Develop and configure workflows, business rules, UI policies, client scripts and Flow Designer automations.
• Configure and enhance CSM capabilities, including case management, entitlements, SLAs and customer communication channels.
• Support and enhance ITSM processes, including incident, request, problem, knowledge and service catalog management.
• Design and develop integrations between ServiceNow and external enterprise applications, including CRM platforms, contact center solutions and other third-party systems.
• Build and maintain APIs and integrations using REST, SOAP, IntegrationHub and other ServiceNow integration technologies.
• Develop and maintain custom applications and platform functionality.
• Support platform upgrades, releases, testing and deployment activities.
• Troubleshoot complex technical and production issues.
• Participate in technical design discussions and promote ServiceNow development best practices across the team.

What we're looking for

• 5+ years of hands-on experience in ServiceNow development and implementation.
• Strong practical experience with both ServiceNow ITSM and Customer Service Management (CSM).
• Strong hands-on experience with ServiceNow development and platform customization.
• Experience designing and developing integrations with external enterprise applications.
• Strong JavaScript scripting skills and a good understanding of ServiceNow development frameworks.
• Experience working with REST APIs, SOAP and IntegrationHub.
• Good understanding of ServiceNow platform architecture, data models and development best practices.
• Knowledge of CMDB, platform security and performance optimisation.
• Understanding of ITIL processes and service management principles.
• Ability to work independently while collaborating effectively with stakeholders and global delivery teams.
• Strong communication and stakeholder management skills.
• English proficiency at C1/C2 level.

Certifications

The successful candidate must hold:

• ServiceNow Certified System Administrator (CSA) certification.
• At least one additional ServiceNow certification, such as:
  • Certified Application Developer (CAD)
  • Certified Implementation Specialist – ITSM (CIS-ITSM)
  • Certified Implementation Specialist – CSM (CIS-CSM)

Nice to have

• Experience working in Agile delivery environments.
• Experience with Service Portal, Employee Center or Virtual Agent.
• Experience mentoring other developers or leading technical workstreams.
• Additional European language skills.
• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering or a related field.