Senior ServiceNow Engineer/Developer

Dice is seeking a Senior ServiceNow Engineer/Developer for a remote project lasting over 12 months. The role involves hands-on technical work with large scale ServiceNow platforms, focusing on enhancements and change requests across ITSM and ITOM modules, while also troubleshooting platform issues and collaborating with various stakeholders.

Responsibilities:

• Design, develop, and implement changes to ITSM modules including Incident, Problem, Change, Request, Service Catalog, and CMDB
• Work through a prioritized backlog of enhancement requests submitted by business stakeholders, translating requirements into scalable ServiceNow solutions
• Build and maintain workflows, Flow Designer flows, Business Rules, UI Policies, Client Scripts, and Scheduled Jobs
• Develop and manage Service Catalog items, record producers, and variable sets to streamline end-user request experiences
• Maintain and enhance SLA definitions, notification rules, and reporting dashboards
• Administer and enhance ServiceNow Discovery, including MID Server management, discovery schedules, patterns, and probes/sensors
• Implement new functionality per backlog developed by our team
• Troubleshoot and resolve Discovery failures including credential issues, network accessibility problems, and CI population errors
• Implement, maintain and extend CMDB health, CI class relationships, and reconciliation rules to ensure data accuracy and completeness
• Support integration of Discovery data with dependent ITSM processes such as Incident, Change, and Problem management
• Develop and manage Service Mapping configurations where applicable
• Act as the senior technical escalation point for platform issues, production defects, and urgent system problems
• Diagnose root causes of recurring incidents, performance degradation, integration failures, and unexpected platform behavior
• Perform thorough analysis of system logs, event logs, update sets, and transaction logs to isolate and remediate issues
• Implement fixes and hotfixes with appropriate testing and change control, minimizing risk to production
• Document findings and resolutions to build a knowledge base that reduces future escalation volume
• Enforce ServiceNow development standards, coding best practices, and platform governance guidelines
• Manage update sets, source control practices, and deployment processes across development, test, and production instances
• Conduct peer reviews of technical work and mentor junior team members or business analysts
• Stay current on ServiceNow release notes and assess the impact of upgrades on existing configurations
• Participate in and support bi-annual platform upgrades, ensuring regression testing and smooth rollout
• Engage directly with business stakeholders to gather, refine, and document technical requirements
• Provide clear status updates on backlog progress, issue resolution timelines, and platform health
• Partner with infrastructure, networking, and security teams on Discovery, integrations, and compliance requirements
• Contribute to roadmap planning sessions by identifying technical debt, platform risks, and improvement opportunities

Requirements:

• 5+ years of hands-on ServiceNow development experience in an enterprise environment
• Proven track record delivering complex ITSM customizations and enhancements in production environments
• Demonstrated experience administering and troubleshooting ServiceNow Discovery, including MID Server configuration and pattern development
• Experience managing and working through an active backlog of development requests in a customer or internal IT setting
• Experience diagnosing and resolving escalated platform issues with minimal guidance
• Proficiency in JavaScript for ServiceNow (Business Rules, Script Includes, Client Scripts, Scheduled Jobs)
• Strong command of Flow Designer and/or Workflow Editor
• Strong understanding and experience with ServiceNow ITSM modules
• Deep understanding of the ServiceNow CMDB data model, CI classes, relationships, and reconciliation
• Hands-on experience with ServiceNow Discovery: schedules, probes/sensors, patterns, MID Servers, and credential management
• Familiarity with REST/SOAP integrations and the REST/SOAP integrations
• Proficient with update set management, scoped applications, and instance-to-instance deployment practices
• Strong understanding of ITIL processes as implemented within ServiceNow
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist in ITSM or ITOM Discovery — highly desirable
• Understanding of Service Mapping, Event Management, or ITOM Visibility
• Familiarity with the ServiceNow Service Graph Connector ecosystem (e.g., Terraform, cloud providers)
• Experience with Agile/Scrum methodologies and tools such as Jira or Azure DevOps for backlog management
• Exposure to ServiceNow Performance Analytics or reporting dashboards
• ITIL v3 or v4 Foundation certification