ServiceNow ITSM Developer

Redwood Software

3d•Hybrid

About The Position

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback. We are seeking a highly experienced ServiceNow ITSM Developer to support the design, development, and operational excellence of the organization’s ServiceNow platform, with a strong emphasis on IT Service Management (ITSM) capabilities. This role is critical to ensuring the platform effectively enables ITIL-aligned processes through intuitive, user-friendly solutions that drive adoption and operational efficiency. While governance and process design are well established, this position focuses on translating those processes into scalable, low-friction experiences within ServiceNow. This position serves as a hybrid solution-oriented and hands-on technical role, combining solution design with active development, incident support, testing oversight, and stakeholder collaboration. The ServiceNow ITSM Developer will work closely with ServiceNow leadership, technical teams, and business partners to evolve the platform in alignment with both near-term operational needs and long-term strategic goals. The role supports a multi-year roadmap of enhancements, including service catalog expansion, user experience improvements, and continuous maturity efforts aligned to a Level 3 capability target.

Requirements

7+ years of ServiceNow experience focused on ITSM Modules
ACTIVE Secret Clearance
Strong development experience with ITSM modules and scripting
Experience supporting production environments
Strong understanding of ServiceNow architecture and ITIL
Incident Management (including Major Incident Management)
Request Management
Problem Management
Change Management/Change Enablement
Knowledge Management
Service Catalog
U.S. Citizenship Required

Nice To Haves

Hardware Asset Management
CMDB / Configuration Management
Service Operations Workspace (Next Experience UI / SOW)
Incident Communications / Major Incident tooling
On-call scheduling
Notifications & event-driven automation
Outage management
ServiceNow CSA or Implementation certifications
ITIL 4 Foundation
Experience with HAM, CMDB, and integrations
Experience in complex environments and Agile delivery

Responsibilities

Design and maintain scalable, secure, and maintainable ServiceNow solutions with a focus on ITSM modules
Develop using Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer
Configure core ITSM modules (Incident, Problem, Change, Request, Knowledge)
Optimize Service Catalog items and workflows for usability and adoption
Collaborate with stakeholders to simplify workflows and improve user experience
Support incident triage, root cause analysis, and platform stability
Maintain development standards and governance alignment
Support integrations (e.g., SAP)
Participate in testing, deployment, and support
Troubleshoot platform issues and provide resolutions