Role Description We are looking for an experienced Senior ServiceNow Developer to join our ServiceNow Engineering Team. This role will be responsible for the development, administration, and implementation of ServiceNow solutions that support business objectives and IT service management processes. The ideal candidate will possess deep technical expertise in ServiceNow, experience in Agile environments, strategic outlook to drive continuous improvement and innovation within our IT environment. What You Will Be Doing - Build, develop, customize (only when needed!) and deploy ServiceNow applications and modules, including ITSM, SPM, HRSD, Employee Center Pro, and other enterprise solutions. - Collaborate with team members across IT and business units to define and develop technical solutions, ensuring the platform meets organizational goals. - Innovate and improve efficiency by finding opportunities for automation, optimization, and enhancement of existing ServiceNow processes and functionalities. - Stay updated on the latest ServiceNow releases, features, and industry trends to recommend and implement innovative solutions. - Develop and maintain documentation for system architecture, configurations, and workflows. Qualifications - 5+ years in ServiceNow development, engineering, or administration roles with proven track record with Incident Management, Catalog & Request Management, CMDB & Hardware Asset Management, and Service Portal. - Experience with Agile methodologies and project management frameworks. - Bachelor’s degree or equivalent experience in Information Technology, Computer Science, or a related field. - ServiceNow Certified System Administrator and additional certifications are helpful. Requirements - Experience with other ServiceNow applications like HRSD, SPM, NowAssist is a huge plus. - Proficient in JavaScript, REST/SOAP integrations, and ServiceNow scripting. - Solid understanding of ITIL processes and frameworks. - Familiarity with AI, cloud platforms, APIs, and integration technologies. Soft Skills - Excellent problem-solving, analytical, and decision-making abilities. - Good communication skills, capable of optimally conveying technical concepts to both technical and non-technical audiences. - Ability to handle multiple projects simultaneously and prioritize tasks in a fast-paced environment. - Strategic problem solver with a focus on innovation and continuous improvement. Compensation Compensation for this role is in the form of base salary. This role does not have a variable compensation component. The typical starting salary range for new hires in this role is: - $94,300 — $149,200 USD - In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply: - $113,300 — $179,200 USD Benefits - Competitive pay based on the work you do here and not your previous salary. - Health coverage for you and your family in many locations. - Ability to craft your calendar with flexible locations and schedules for many roles. - Generous number of vacation days each year. - Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service. - Up to 40 hours each year to use toward volunteer projects you love. - Embracing parenthood with a minimum of 16 weeks of parental leave. Additional Information Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

• Act as a liaison between the customer and the technical team • Explain industry and ServiceNow best practices • Assist in implementation of delivery projects • Conduct demos and working sessions with the client • Gather requirements from client • Identify gaps in customer processes • Draft Agile stories from business requirements • Support User Acceptance Testing (UAT) • Support Organizational Change Management (OCM)

• Act as a liaison between the customer and the technical team through the deployment of a Contender Solutions project in ServiceNow • Work with the Project Manager (PM) and Solution Architect (SA) to guide the client to decisions that provide value for their business while adhering to industry and Contender best practices • Understand and explain industry and ServiceNow best practices • Assist in the implementation of delivery projects, including: • Conducting demos and working sessions with the client • Gathering requirements from the client • Identifying gaps or weaknesses in customer processes • Drafting Agile stories from business requirements • Supporting User Acceptance Testing (UAT) • Supporting Organizational Change Management (OCM)

• Define, implement, and maintain the enterprise ITSM roadmap, anchored in ITIL best practices. • Establish and oversee governance frameworks, ensuring consistent execution of ITIL processes across all operational teams. • Develop process maturity assessments and drive continuous service improvement (CSI) initiatives. • Ensure compliance with SLA, OLA, KPI, and regulatory requirements. • Lead process ownership or co‑ownership for Incident Management, Problem Management, Change Enablement, Request Fulfillment, Knowledge Management, and Service Catalog Management. • Create, maintain, and evolve ITSM documentation standards, including SOPs, workflows, service definitions, and process guides. • Build and manage dashboards to track KPIs, SLA compliance, service health, and operational efficiencies. • Partner with IT leadership, engineering teams, call center operations, and product owners to align processes with organizational needs. • Identify automation opportunities via chatbots, workflow automation, self‑service enhancements, and AI‑driven service improvements.