ServiceNow Senior Developer - IT Service Management (ITSM)

Mullers Solutions 1; Dubai; On-site; AED 260,000 - 420,000; Full time

Benefits offered by this job

Visa

Air Tickets

attractive package

Family Benefits

Job summary

Müller’s Solutions is seeking a senior ServiceNow Developer specializing in ITSM to design, implement, and optimize robust ITSM solutions for clients in Dubai. You will deliver hands-on development across Incident, Change, Problem, and Request modules, plus catalog and workflow automation within a live production setting.

The role requires 7+ years of ServiceNow experience, expertise in Flow Designer and UI policies, and strong collaboration with service owners and operations teams.

Qualifications

• Over 7 years of experience in ServiceNow development with focus on ITSM.
• Demonstrated hands-on expertise in Incident, Request, Change, and Problem management workflows.
• Experience with Service Catalog and request fulfillment processes.
• Strong technical skills in JavaScript and Glide API.

Responsibilities

• Design, configure, and maintain ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge).
• Provide hands-on development across the platform (Business Rules, Client Scripts, UI Policies, Flow Designer).
• Develop workflows and catalog configurations; implement SLA and approval logic.
• Support day-to-day BAU operations, investigate defects, and enhance ITSM processes.
• Collaborate with Service Owners, Operations, and backlog teams to deliver production-ready solutions.
• Assist release and deployment: update sets, testing, post-deploy issues.

Skills

ServiceNow

ITSM

JavaScript

Glide API

Flow Designer

UI Policies

Business Rules

Client Scripts

Workflows

BAU Support

Education

CSA certification

CIS-ITSM

CAD certification

Tools

IntegrationHub

APIs

Job description

Müller's Solutions is seeking a highly skilled ServiceNow Senior Developer – IT Service Management (ITSM) to join our innovative IT team. In this role, you will be instrumental in designing, developing, and implementing robust ServiceNow ITSM solutions that improve service delivery and operational efficiency for our clients.

Key Responsibilities:

• Design, configure, and maintain key ServiceNow ITSM modules, such as:
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Knowledge Management

• Provide hands‑on development throughout the platform, including:
  • Business Rules, Client Scripts, and UI Policies
  • Flow Designer and workflow automation
  • Form and catalog configurations
  • SLA and approval logic implementation

• Manage and support day‑to‑day operations (BAU) by:
  • Investigating and resolving defects (L2/L3 support)
  • Enhancing existing ITSM processes and workflows
  • Continuously improving service delivery logic and user experience

• Ensure that all solutions are developed in accordance with:
  • Platform standards
  • Reusable design patterns
  • Best practices for performance and scalability

• Collaborate closely with the following stakeholders to convert requirements into functional, production‑ready solutions:
  • Service owners
  • Operations teams
  • Demand and backlog teams

• Support release and deployment processes by:
  • Managing update sets
  • Providing testing support and validation
  • Resolving issues that arise after deployment

• Work alongside other module owners (such as ITOM, integrations, CSM, etc.) to maintain cross‑platform consistency and ensure integration stability

Requirements

Requirements:

• Over 7 years of experience in ServiceNow development, with a strong emphasis on ITSM.
• Demonstrated hands‑on expertise in building and supporting:
• o Incident, Request, Change, and Problem management workflows.
• o Service Catalog and request fulfillment processes.
• Solid technical skills in:
• o JavaScript and Glide API.
• o Flow Designer and workflow automation.
• o Business Rules, Client Scripts, and UI Policies.
• Experience operating within a live production support environment (BAU), including:
• o Managing enhancements, defect resolution, and operational changes.
• o Coordinating work within release cycles and adhering to change governance.
• Strong understanding of:
• o SLA configuration.
• o Approval workflows.
• o Fundamental ServiceNow data model concepts.
• Capability to independently manage delivery from requirements gathering through to deployment.
• Experience working in Agile or hybrid project delivery settings.
• Preferred / Additional Experience:
• Experience in large‑scale ServiceNow environments involving multiple modules and high user volumes.
• Familiarity with:
• o IntegrationHub and API‑based integrations.
• o ITOM and CMDB concepts, with cross‑module understanding.
• ServiceNow certifications including:
• o CSA (mandatory or highly preferred).
• o CIS-ITSM (preferred).
• o CAD certification is an advantage.

Benefits

1- Attractive Package.

2- Family Benefits.

3- Visa.

4-Air Tickets.