Sr. ServiceNow Developer – ITSM/CSM

Euclid Innovations; Fort Mill (SC); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work arrangement

Equal Opportunity Employer

Accessible interview process

Job summary

Euclid Innovations in Fort Mill, SC is seeking an experienced Senior ServiceNow Developer with deep ITSM and CSM expertise to join our ServiceNow team.

The ideal candidate will lead Incident, Problem, Change, and Catalog workflows, build scalable ITSM/CSM solutions, and drive automation with Flow Designer and Predictive Intelligence. Hybrid role with 3 days per week in office.

Qualifications

• 5+ years hands-on ServiceNow development experience, ITSM focus.
• Expert knowledge of Incident, Problem, Change, Request, and Knowledge Management.
• Proficient in Flow Designer for complex workflows.
• Experience with Service Catalog, Record Producers, Workflows, and Approvals.
• Service Portal development with AngularJS, HTML/CSS.
• Hands-on with Virtual Agent and Predictive Intelligence.
• Strong integration experience using REST/SOAP and IntegrationHub.
• Experience leading upgrades and mitigating business disruption.
• Familiar with Performance Analytics and standard reporting.
• Financial services exposure preferred

Responsibilities

• Design, develop, and implement scalable ITSM/CSM solutions on ServiceNow.
• Serve as ITSM SME for Incident, Problem, Change, and Request workflows.
• Build and optimize workflows with Flow Designer for low-code automation.
• Develop and maintain Service Catalog items and widgets, and Service Portal UX.
• Configure Virtual Agent for self-service and automation scenarios.
• Integrate ServiceNow with third-party systems via REST/SOAP and IntegrationHub.
• Leverage Predictive Intelligence for categorization and assignment automation.
• Manage platform upgrades with minimal disruption.
• Create and maintain Performance Analytics dashboards and reports.
• Participate in Agile sprints, code reviews, and production support.

Skills

ServiceNow Development

ITSM Expertise

CSM & ITOM Knowledge

Flow Designer

Service Portal (AngularJS)

REST/SOAP Integrations

Predictive Intelligence

Upgrade & Deployment

Agile/Scrum

Education

ServiceNow CSA

CIS - ITSM

Agile / Scrum Certification

Tools

IntegrationHub

MID Server

REST/SOAP APIs

ServiceNow Catalog

Job description

Location: Fort Mill, SC – Hybrid role (3 Days/Week)

12 + Months

Position Summary:

We are seeking an experienced Senior ServiceNow Developer with deep expertise in IT Service Management (ITSM) and Customer Service Management (CSM) to join our high-performing ServiceNow team. The ideal candidate will be a subject matter expert in Incident, Problem, Change, and Service Catalog as well as Developing workflows in Customer Service Management. Candidate will have strong hands-on experience with platform integrations and a deep understanding of best practices to mitigate business disruptions due to any migrations.

This individual must also bring working knowledge of ServiceNow's Artificial Intelligence capabilities, especially Predictive Intelligence, to help drive intelligent automation and smarter decision-making across the platform.

Key Responsibilities:

• Design, develop, and implement scalable solutions within the ServiceNow platform focused on ITSM and CSM capabilities.
• Serve as the ITSM Subject Matter Expert, delivering best-practice configurations for Incident, Problem, Change, and Request workflows.
• Build and optimize workflows using Flow Designer, emphasizing low-code automation best practices.
• Develop and maintain Service Catalog items, custom widgets, and dynamic user experiences using the Service Portal.
• Configure and enhance the Virtual Agent for self-service and automation scenarios.
• Integrate ServiceNow with third-party systems using REST/SOAP APIs, IntegrationHub, and MID Servers.
• Leverage Predictive Intelligence to enable categorization, prioritization, and assignment automation using AI/ML models.
• Manage and execute platform upgrades, ensuring full functionality and minimal disruption.
• Build and maintain custom Performance Analytics dashboards and reporting solutions to support operational and strategic metrics.
• Participate in Agile sprints, peer code reviews, and continuous improvement efforts.
• Troubleshoot issues, provide production support, and ensure platform stability and performance.

Required Skills & Experience:

• 5+ years of hands-on ServiceNow development experience, with strong focus on ITSM module. Intermediate level of knowledge, or greater, of CSM module.
• Expert-level knowledge of Incident, Problem, Change, Request, and Knowledge Management.
• Strong experience designing and maintaining complex workflows using Flow Designer.
• Demonstrated experience with Service Catalog, Record Producers, Workflows, and Approvals.
• Proficient with Service Portal development (custom widgets, AngularJS, HTML/CSS).
• Hands-on experience with Virtual Agent and conversational automation design.
• Experience working with Predictive Intelligence features, including model training, implementation, and tuning.
• Extensive experience integrating third-party systems with ServiceNow via REST/SOAP and IntegrationHub. Deep understanding of mitigating business disruptions during these integrations.
• Proven ability to lead and support platform upgrades and manage upgrade-related issues. Deep understanding of mitigation business disruption during these upgrades.
• Familiarity with Performance Analytics and standard reporting capabilities.
• Ability to work independently, mentor junior developers, and engage with stakeholders across the enterprise.
• Must have Financial Services experience

Required Qualifications:

• ServiceNow Certified System Administrator (CSA)
• CIS - ITSM
• Experience working in Agile / Scrum environments
• Strong communication, collaboration, and problem-solving skills

Preferred Qualifications:

• CIS - CAD
• Experience with ITOM, CSM, or ITAM is a plus

Euclid Innovations is an Equal Opportunity Employer

We do not discriminate against any applicant or employee based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

At Euclid Innovations, we embrace individuals of all abilities and strive to ensure that our hiring and interview processes are accessible and accommodating to meet the needs of all applicants.