Manager, ServiceNow Developer

Job description

**Overview** The Manager, ServiceNow Developer is a hands-on technical contributor responsible for the development, implementation, and delivery of complex ServiceNow solutions from the development backlog. This role is focused on executing sprint stories with precision, delivering error-free, production-ready solutions that align with industry best practices and established platform standards. This engineer operates with minimal oversight, takes ownership of assigned backlog items end-to-end, and is expected to consistently deliver completed work that meets functional, technical, and quality expectations when stories are created with clear requirements and acceptance criteria. **Key Accountabilities and main responsibilities** Strategic Focus - Aligns with ServiceNow’s platform vision and reduces maintenance risk. - Strategically align to business needs and develop a portable and scalable solution - Establish enterprise grade data governance, stewardship, and semantic frameworks to democratize data access while maintaining compliance, quality, and control. Operational Management - Design, develop, and customize ServiceNow applications and modules based on business requirements. - Work closely with business process managers and other team members to collaborate on solutions involving ServiceNow functionality. - Create and manage workflows, business rules, UI actions, UI policies, and other ServiceNow components. - Implement and maintain ServiceNow integrations with other enterprise systems and applications such as Active Directory, Intune, HRIS, Jira, etc. - Perform system administration tasks including system configurations, updates, and user management. - Monitor and maintain the health, performance, and security of the ServiceNow platform. - Collaborate with stakeholders to understand and translate business requirements into technical solutions. - Provide technical support and troubleshooting for ServiceNow-related issues and inquiries. - Work closely with the IT team to ensure seamless integration and alignment with other IT initiatives. - Document system configurations, workflows, and other technical processes. - Provide training and support to end-users and administrators on ServiceNow functionalities and best practices. - Stay updated with the latest ServiceNow features, technologies, and best practices. - Identify opportunities for process improvements and recommend solutions to enhance the ServiceNow platform. People Leadership - Collaborate and work closely with business partners, Business Analysts, Project Managers, and other stakeholders. - Coordinate delivery of client requests and production fixes (also strategic). Governance & Risk - Familiarity with secure coding practices and encryption techniques for sensitive financial data. - Ensure adherence to enterprise data governance, security, and regulatory requirements, implementing proper access controls, encryption, data masking, lineage tracking, and compliance with SDLC and Change Management policies. - Reduce risk of outages, failed deployments, and compliance breaches. - Maintain platform stability, consistency, and long-term scalability. - Keep CMDB reliable for ITSM, ITOM, and governance reporting. - Enable transparency and audit-readiness. The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs. **Experience & Personal Attributes** Experience - Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience). - 8-12 years of experience developing functionality in ServiceNow. - Design and implement advanced ServiceNow solutions using Flow Designer, Script Includes, Business Rules, ACLs, Client Scripts, UI Policies/Actions, IntegrationHub, and custom scoped applications. - Develop scalable, reusable components and patterns that improve delivery speed and reduce technical debt. - Proven experience as a ServiceNow Developer with a strong understanding of ServiceNow platform and modules. - Proven track record of successfully delivering sprint-based development work with minimal oversight. - Strong expertise in ServiceNow scripting, platform architecture, and advanced development techniques. - Experience in ServiceNow scripting and development including JavaScript, AngularJS, and other related technologies. - Build and maintain reliable integrations using REST/SOAP APIs, IntegrationHub spokes, and MID Server-based patterns. - Ensure integrations are secure, performant, well-documented, and resilient to upstream/downstream failures. - Implement automation that reduces manual effort and improves operational efficiency. - Strong knowledge of IT Service Management (ITSM) processes and frameworks. - ServiceNow Certified Application Developer (CAD) or equivalent certification is highly desirable. - Additional ServiceNow certifications (CIS, IntegrationHub, CMDB/CSDM, ATF). - ITIL certification is a plus. Personal Attributes - Ability to work independently or as part of a team with limited day-to-day direction once requirements are established. - Take full ownership of assigned technical work from design through deployment and post-release validation. - Escalate risks, blockers, or requirement gaps proactively while proposing viable technical solutions. - Serve as a go-to technical resource for complex or high-impact backlog items. - Strong analytical and problem-solving skills required, and the ability to complete projects with little or no supervision. - Strong oral and written communication skills - Ability to guide and mentor junior team members on solution architecture and other technical topics. - Ability to work as part of a cross-cultural team - Must be able to operate in a stressful, quality and deadline driven environment while maintaining strict attention to detail and the ability to prioritize issues appropriately while managing multiple assignments. - Ability to take initiative