ServiceNow Developer

DMI•Remote,

2d•Remote

About The Position

DMI is seeking a ServiceNow Developer to build, configure, and maintain platform improvements defined by our ServiceNow Architect. This role is central to DMI’s managed mobility and helpdesk operations, directly impacting the speed and quality of service delivered to customers. The environment includes a CSM-based helpdesk integrated with Genesys Cloud for communication channels, an extensive service catalog with multi-step catalog task workflows, and customer integrations connecting external ITSM platforms. Hardware Asset Management (HAM Pro) is used for record creation. The developer will execute against a maturity roadmap, focusing on simplifying record models, rationalizing workflows, building repeatable integration patterns, and improving user experience. Strong execution, comfort with architectural direction, and the ability to provide implementation feedback are essential.

Requirements

3+ years of hands-on ServiceNow development experience, with active work in CSM and service catalog configuration.
Proficiency in ServiceNow scripting: business rules, client scripts, script includes, UI policies, and Flow Designer.
Experience configuring and troubleshooting REST integrations into or out of ServiceNow.
Experience with catalog item and catalog task workflow development, including variable sets, catalog UI policies, and task routing.
Experience with HAM Pro or IT Asset Management, including asset record lifecycle and CI relationships.
Familiarity with SLA configuration, reporting, and Performance Analytics in a multi-customer or multi-team environment.
Ability to work from architectural direction and design specifications without requiring significant hand-holding on technical approach.
Strong written communication skills for documenting configurations, integration specs, and technical decisions.
Must be a U.S. Citizen.
Open to EST hours.

Nice To Haves

ServiceNow Certified System Administrator (CSA).
Certified Implementation Specialist in CSM, ITSM, or HAM (one or more).
Experience integrating ServiceNow with Genesys Cloud or similar CCaaS platforms, including CTI/screen pop configuration and interaction data sync.
Experience in a managed services or multi-customer BPO environment where a single platform instance supports multiple external customers.
Familiarity with mobile device management, telecom provisioning, or BYOD/eSIM/pSIM workflows.
Experience with the Automated Test Framework (ATF) for regression testing catalog and integration logic.
ITIL Foundation certification (v3 or v4).

Responsibilities

Configure and maintain the CSM workspace for efficient case handling across phone, chat, and email channels.
Implement and test the Genesys Cloud integration with the ServiceNow CSM workspace.
Build and refine CSM case flows, assignment rules, SLA definitions, and fulfillment notifications.
Develop and maintain catalog items and their associated catalog task workflows for mobility transactions.
Implement workflow standardization improvements to reduce variation while preserving necessary customer-type differences.
Improve fulfiller-facing task guidance, forms, and record layouts.
Build and maintain Flow Designer flows and business rules for catalog task automation.
Implement REST/SOAP integrations connecting external customer ITSM systems to the DMI service catalog.
Build from reusable integration patterns defined by the architect.
Develop inbound request handling, record mapping, error handling, and status callback logic for integrations.
Support customer onboarding teams with integration testing, troubleshooting, and documentation.
Develop and maintain automation for creating and updating hardware asset and phone number records triggered by catalog transactions.
Ensure asset lifecycle actions are correctly reflected in HAM Pro records.
Support SLA and reporting improvements by ensuring record data integrity.
Build and maintain ServiceNow reports, dashboards, and Performance Analytics indicators.
Configure catalog task list views and dashboard filters.
Support the architect’s SLA simplification initiatives by implementing updated SLA definitions and reporting structures.
Develop platform solutions including business rules, client scripts, UI policies, Flow Designer flows, and custom application logic.
Configure and maintain ITSM, CSM, and HAM Pro modules in alignment with DMI’s managed services workflows.
Perform day-to-day administration of the ServiceNow platform.
Build and maintain UI Builder workspaces and agent-facing views.
Design and implement bidirectional integrations using REST APIs, Integration Hub, and MID Server.
Follow integration standards and reusable patterns defined by the architect.
Document integration designs, data mappings, and error handling procedures.
Execute ServiceNow platform upgrades and patches, including regression testing.
Proactively identify and resolve platform issues; escalate to the architect when architectural decisions are required.
Maintain technical documentation for all configurations, customizations, and integrations.
Work directly from designs and requirements provided by the ServiceNow Architect.
Collaborate with fulfillment teams, depot staff, and helpdesk leads to understand operational pain points and translate them into platform improvements.
Participate in architecture reviews and contribute implementation perspective to design discussions.
Provide accurate effort estimates and status updates to support delivery planning.