ServiceNow ITSM Developer

Prudential is seeking a ServiceNow ITSM Developer to join its DPS – Enterprise Technology team. The successful candidate will work closely with the Sr. Manager – Process Management & Integration to enhance ServiceNow ITSM capabilities.

Job Description

• Design, develop, and customize ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Configure workflows using Flow Designer to automate ITSM processes and improve operational efficiency.
• Develop and maintain platform customizations such as Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, and Notifications.
• Implement and enhance Service Catalog items, Record Producers, and approvals aligned with business requirements.
• Integrate ServiceNow ITSM with external systems using REST/SOAP APIs, IntegrationHub, and MID Server where applicable.
• Collaborate with ITIL process owners to ensure ITSM implementations align with best practices and organizational standards.
• Perform code reviews, manage Update Sets, support release cycles, and ensure adherence to ServiceNow development best practices.
• Provide L2/L3 support for ITSM-related production issues, including troubleshooting and root cause analysis.
• Create technical documentation, solution designs, and knowledge articles for developed solutions.
• Support platform upgrades, patching activities, and regression testing (ATF basics).

Job Qualifications

• 6-9 years of ServiceNow development experience with strong ITSM focus.
• Bachelor’s degree in Engineering, Computer Science, or related discipline.
• Strong experience in core ITSM modules: Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Proficiency in JavaScript and ServiceNow scripting (Glide APIs, Script Includes, Business Rules, Client Scripts).
• Experience with Flow Designer, approvals, SLAs, notifications, and UI configuration.
• Solid understanding of ITIL concepts and ITSM processes.
• Experience working with ServiceNow SDLC practices including Update Sets, instance management, and release processes.
• Ability to troubleshoot complex issues and optimize existing implementations for performance and maintainability.
• Strong scripting skills in JavaScript and Glide APIs.
• Experience with MID Server configuration and troubleshooting.
• Experience integrating monitoring tools such as Dynatrace, AppDynamics, SolarWinds, Splunk, or similar.
• ServiceNow certifications such as CSA, CIS-ITSM, or ITIL Foundation.
• Experience with Performance Analytics, Virtual Agent, or Service Portal/Employee Center.
• Exposure to CMDB and its relationship with ITSM processes.
• Experience in agile delivery environments and collaboration with cross-functional teams.
• Familiarity with ServiceNow best practices for upgrades and instance health.
• Familiarity with ATF, ServiceNow release management, and instance management.