Specialist, Software Engineer - ServiceNow Platform

Nationwide is a technology-focused insurance organization seeking a Specialist, Software Engineer to join its Enterprise ServiceNow Platform team. The role designs, develops, configures, integrates, and supports ServiceNow solutions across ITSM, HRSD, CSM, ITOM, BCM, and other enterprise applications while providing platform governance, operational support, and continuous improvement.

Responsibilities:

• Design, develop, and maintain ServiceNow applications, workflows, integrations, and platform configurations
• Build scalable solutions using the variety of opportunities provided by the platform, including items such as : Flow Designer, Integration Hub, scripting, UI Policies and Actions
• Create and maintain Service Catalog items, record producers, knowledge management processes, and self-service experiences
• Develop custom applications while adhering to ServiceNow best practices and enterprise governance standards
• Participate in platform upgrades, patching activities, and technical debt remediation efforts
• Support and enhance Incident, Problem, Change, Request, Knowledge, and CMDB processes
• Develop automation solutions that improve operational efficiency and reduce manual effort
• Partner with service owners to optimize service management processes and improve user experiences
• Implement and maintain SLAs, OLAs, and operational performance reporting
• Configure and maintain HR case management workflows and employee service experiences
• Support HR knowledge management, employee journey automation, and case routing processes
• Ensure appropriate handling of sensitive employee data through role-based access controls and security best practices
• Enhance customer-facing service workflows and omnichannel service experiences
• Integrate customer service processes with enterprise systems and support tools
• Develop automations that improve customer satisfaction, case resolution times, and reporting capabilities
• Support ServiceNow Discovery implementation, configuration, and troubleshooting
• Assist with CMDB data quality initiatives and service mapping efforts
• Develop integrations and automation to improve configuration management accuracy
• Partner with infrastructure and operations teams to maintain reliable discovery schedules and data governance practices
• Support BCM application configuration and process automation
• Assist in the management of continuity plans, testing schedules, recovery documentation, and compliance reporting
• Collaborate with risk, compliance, and operational teams to improve resiliency processes
• Participate in Agile ceremonies, including sprint planning, refinement, reviews, and retrospectives
• Work closely with architects, product managers, business analysts, and platform administrators to deliver solutions aligned with enterprise roadmaps
• Provide production support, root cause analysis, and issue resolution for platform-related incidents
• Contribute to documentation, development standards, and knowledge-sharing activities
• Analyze solutions, develop, test, debug, document, and deploy software according to standards and best practices in an agile environment
• Apply secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities
• Use DevSecOps practices, tooling, and techniques
• Drive continuous improvement and learning through ongoing training, practice, and innovation
• Manage medium to large project priorities, deadlines, and deliverables proactively
• Provides technical guidance to others
• May perform other responsibilities as assigned

Requirements:

• 3-5 years of hands-on ServiceNow development experience in an enterprise environment
• Experience supporting multiple ServiceNow modules, including:
  • ITSM
  • HRSD
  • CSM
  • ITOM Discovery
  • SLO
• Strong JavaScript development skills
• Experience with ServiceNow Flow Designer and IntegrationHub
• Understanding of CMDB concepts (including CSDM), configuration management, and ITIL processes
• Experience working within Agile delivery teams
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent written and verbal communication skills
• Flow Designer
• IntegrationHub
• App Engine
• Service Catalog
• Service Portal
• UI Builder
• CMDB
• Discovery
• Business Rules
• Script Includes
• ACLs
• Transform Maps
• Import Sets
• Performance Analytics
• JavaScript
• REST APIs
• SOAP APIs
• JSON
• XML
• Git-based source control
• ITIL
• Agile/Scrum
• SDLC
• Change Management
• Platform Governance
• Strong customer and service orientation
• Ability to translate business requirements into technical solutions
• Effective stakeholder management and communication
• Continuous improvement mindset
• Ability to manage multiple priorities in a fast-paced enterprise environment
• Strong attention to detail with focus on quality and maintainability
• Completion of undergraduate studies in computer science, management information systems, or other related degrees
• Technology experience or non-traditional technology certificates can be substituted for an undergraduate degree
• Four or more years of software engineering, analysis, or related technology experience
• Proficiency in one or more programming languages such as Java, C++, Python, and JavaScript
• Strong knowledge of the software development lifecycle
• Proven ability to tackle complex business and development problems
• Ability to thrive in a team environment
• Insurance/financial services industry knowledge is a plus