Role Description The Application Developer (ServiceNow Developer) designs, develops, and maintains enterprise applications on the ServiceNow platform, with a primary focus on Customer Service Management (CSM) and Service Portals in an agile environment. This role translates business requirements into scalable workflows, integrations, and user experiences that support mission‑critical processes in a regulated client environment. Working closely with product owners, business stakeholders, and technical teams, the developer leads full application lifecycle activities—from requirements and design through build, testing, deployment, and post‑production support. The role leverages coding, Excel‑based analytics, AI/automation capabilities, and platform configuration to improve service delivery, performance, and user satisfaction. Key Responsibilities - Design, develop, configure, and maintain ServiceNow applications with an emphasis on CSM and Service Portals, ensuring solutions are robust, scalable, and aligned to enterprise standards. - Build and customize Service Portals using HTML, CSS, AngularJS, and responsive design principles to deliver intuitive, user‑friendly interfaces for diverse customer and agent populations. - Develop and maintain server‑side and client‑side scripts (JavaScript, Glide API) and workflows to automate business processes, enforce business rules, and optimize customer service operations. - Design, implement, and support integrations between ServiceNow and external systems using REST/SOAP APIs and middleware, ensuring data integrity, security, and reliable end‑to‑end workflows. - Apply agile practices (Scrum/Kanban), including backlog grooming, sprint planning, daily stand‑ups, and iterative delivery, to manage work effectively and improve team throughput. - Use Excel, ServiceNow reporting, and platform analytics to design dashboards, monitor KPIs, and optimize application performance and user experience. - Configure and leverage ServiceNow AI and automation capabilities (e.g., Virtual Agent, Predictive Intelligence) to streamline case handling, routing, and knowledge access. - Manage the application lifecycle, including version control, unit and regression testing, deployment planning, and post‑release support in collaboration with release and operations teams. - Engage stakeholders and end users to gather and analyze requirements, refine user stories, and translate business needs into clear technical designs and configuration specifications. - Ensure appropriate roles, groups, and access controls are applied within ServiceNow, supporting security and compliance expectations in a regulated enterprise environment. Qualifications - Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent relevant experience. - Approximately 3–7 years of experience in ServiceNow development or enterprise application development, including hands‑on work with CSM or similar service management modules. - Proven proficiency in ServiceNow platform development, including JavaScript/Glide scripting, workflow configuration, and module customization. - Demonstrated experience building and managing Service Portals using front‑end technologies such as HTML, CSS, and AngularJS, with responsive design best practices. - Experience designing and maintaining integrations using REST/SOAP APIs in an enterprise environment. - Strong understanding of agile methodologies (Scrum or Kanban), including practical experience participating in sprints and delivering iterative enhancements. - ServiceNow Certified System Administrator and ServiceNow Certified Application Developer credentials (required). - Strong communication, problem‑solving, and attention to detail, with the ability to work on complex projects and collaborate across multiple teams. Preferred Qualifications - Experience implementing ServiceNow CSM in large‑scale or highly regulated environments. - Exposure to AI/automation capabilities in ServiceNow, including Virtual Agent, Predictive Intelligence, and AI‑driven workflows. - Additional ServiceNow certifications such as Implementation Specialist in CSM or related areas. - Agile or Scrum certification (e.g., CSM, SAFe) and prior experience contributing to solution design or leading small development workstreams. Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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