ServiceNow Developer / Architect / SME

Gratitude Philippines; Manila; Hybrid; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Hybrid work arrangement

Joining bonus up to ₱150,000

Job summary

Gratitude Philippines in Manila is seeking skilled ServiceNow Developers, Architects, and SMEs to deliver across planning, design, development, configuration, implementation, and support of ServiceNow applications. You will work in an Agile environment, develop scalable solutions, drive automation, and troubleshoot platform issues to align with business needs.

The role requires hands-on experience with the ServiceNow platform and its product lines, and a proactive, collaborative approach within

Qualifications

• Minimum 1 year hands-on experience in ServiceNow development and/or architecture.
• Strong understanding of software development and IT service management practices.
• Ability to translate requirements into technical solutions.

Responsibilities

• Provide functional and technical expertise for planning, analyzing, defining, designing, and implementing ServiceNow applications.
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• Design, build, configure, develop, and support ServiceNow applications and solutions.
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• Work across ServiceNow projects of different scopes and complexities.
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• Develop ServiceNow application code based on user stories and requirements.
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• Translate business and user requirements into testable and scalable ServiceNow solutions.
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• Support application architecture and technical solution design activities.

Skills

Agile / Scrum

Analytical and problem-solving

Communication

Team collaboration

Mentoring/sharing knowledge

Education

ServiceNow certification

ITIL certification

Tools

ServiceNow Platform

ITSM modules

ITOM module

SecOps module

IRM module

ITAM module

HRSD module

CSM module

SPM module

Generative AI awareness

Job description

Job Overview

We are looking for skilled and proactive ServiceNow Developers, ServiceNow Architects, and ServiceNow SMEs to provide functional and technical expertise across the planning, design, development, configuration, implementation, and support of ServiceNow applications.

The ideal candidate will have hands-on experience with the ServiceNow platform and its product lines, along with the ability to work in an Agile environment, develop scalable solutions, drive automation, troubleshoot platform issues, and deliver high-quality solutions aligned with business and technical requirements.

Key Responsibilities

ServiceNow Development & Architecture

• Provide functional and technical expertise for planning, analyzing, defining, designing, and implementing ServiceNow applications.

• Design, build, configure, develop, and support ServiceNow applications and solutions.

• Work across ServiceNow projects of different scopes and complexities.

• Develop ServiceNow application code based on defined user stories and requirements.

• Translate business and user requirements into testable and scalable ServiceNow solutions.

• Support application architecture and technical solution design activities.

• Apply ServiceNow best practices and software engineering principles.

ServiceNow Platform & Product Lines

Work with one or more ServiceNow product lines, including but not limited to:

• ITSM – IT Service Management

• ITOM – IT Operations Management

• SecOps – Security Operations

• IRM – Integrated Risk Management

• ITAM – IT Asset Management

• HRSD – Human Resources Service Delivery

• CSM – Customer Service Management

• SPM – Strategic Portfolio Management

Implementation, Testing & Deployment

• Implement, test, and deploy ServiceNow solutions.

• Perform functional and technical testing across ServiceNow applications.

• Conduct impact analysis for platform changes, patches, and upgrades.

• Support regression testing and ensure application stability following platform updates.

• Identify defects, issues, risks, and dependencies and recommend appropriate solutions.

• Ensure solutions meet agreed specifications, quality standards, and delivery timelines.

Agile Delivery

• Work with an Agile/Scrum mindset across ServiceNow projects.

• Participate in sprint planning, estimation, development, testing, and delivery activities.

• Facilitate impact assessments and contribute to effort estimates and technical solutions.

• Deliver project outputs according to agreed schedules and requirements.

• Collaborate with cross-functional teams throughout the development lifecycle.

Automation & Innovation

• Identify opportunities to automate manual processes and improve operational efficiency.

• Apply innovative ideas to enhance ServiceNow solutions.

• Promote an automation-first mindset.

• Explore emerging technologies and approaches, including Generative AI (GenAI) where applicable.

• Support continuous improvement of ServiceNow applications and processes.

Issue & Incident Resolution

• Identify, analyze, and resolve issues and incidents across multiple ServiceNow platform components.

• Perform root-cause analysis and recommend effective technical solutions.

• Proactively identify potential risks and issues.

• Provide mitigation strategies and elevate critical issues appropriately.

• Support platform maintenance, upgrades, and production activities.

Documentation & Stakeholder Management

• Produce technical and functional documentation according to defined standards.

• Maintain appropriate project and solution documentation.

• Communicate effectively with technical and business stakeholders.

• Collaborate with project teams to understand requirements and deliver appropriate solutions.

• Support knowledge sharing and contribute technical expertise across the broader team.

Required Qualifications & Experience

• Minimum 1 year of hands-on experience in ServiceNow development and/or architecture.

• Strong experience with the ServiceNow platform and its product lines.

• Hands-on ServiceNow development, configuration, implementation, or architecture experience.

• Ability to design, develop, configure, test, deploy, and support ServiceNow solutions.

• Strong understanding of software development and IT service management practices.

• Ability to analyze requirements and translate them into technical solutions.

• Strong troubleshooting and problem-solving skills.

• Ability to work effectively across multiple teams and projects.

Preferred Skills

• Experience with one or more ServiceNow modules such as:

  • ITSM

  • ITOM

  • SecOps

  • IRM

  • ITAM

  • HRSD

  • CSM

  • SPM

• Agile / Scrum methodology.

• Generative AI (GenAI) awareness or experience.

• ServiceNow certification(s).

• ITIL knowledge and/or certification.

• Systems engineering or software development background.

• Experience driving automation and process improvement.

• Strong ability to learn new technologies quickly and share knowledge with team members.

Certifications

ServiceNow certifications are preferred.

ITIL knowledge and/or certification is an added advantage.

Soft Skills

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Ability to collaborate effectively with technical and business stakeholders.

• Strong ownership and accountability.

• Ability to manage multiple priorities and deadlines.

• Proactive approach to identifying risks and solving technical issues.

• Strong learning agility and adaptability.

• Ability to mentor and share knowledge with team members.

• Strong customer and stakeholder focus.

• Ability to work effectively in a fast-paced Agile environment.

Work Setup & Eligibility

• Work Mode: Hybrid

• Location: Taguig, Philippines

• Shift: Shifting

• Candidates must currently be located in the Philippines.

• Candidates must already have the legal right to live and work in the Philippines.

• Candidates must be amenable to a hybrid work arrangement in Taguig.

• Candidates must be flexible to work in shifting schedules.

• Current or former employees of the hiring organization are not eligible for this role.

Joining Bonus

Qualified ServiceNow Developer hires may be eligible for a joining bonus of up to ₱150,000. Eligibility and applicable terms will be discussed during the offer stage.