Senior Software Engineer – ServiceNow

The ServiceNow Team is responsible for operating and customizing/developing Enterprise Service Management and custom applications on the ServiceNow platform. As Senior ServiceNow Developer - IT Request Fulfillment, you will develop reliable, scalable ServiceNow solutions that automate and enhance Request Fulfillment processes, Service Catalog capabilities, and enterprise workflow automation across the organization.

Roles & Responsibilities

• Responsibility for implementing and operating the supported solutions within the DevOps team.
• Ensuring implementation that stays close to the standard in order to avoid technical debt and make optimal use of platform enhancements.
• Developing high-quality, sustainable solutions with a forward-looking view across the entire product lifecycle.
• Responsibility for the security of the products and solutions to be supported.
• Close collaboration across teams and products with other ServiceNow product teams.
• Active contribution as a central part of the DevOps product team, including the integration of connected products and systems.
• Use AI technologies to fulfill role responsibilities, improve development, automate tasks, and enhance efficiency and quality.
• Explore, evaluate, and empower the adoption of new AI technologies within the product team and the broader ServiceNow platform.

Product Specific Responsibilities

• Develop custom catalog items, forms, modules and portal components to address business requirements.
• Design, build and optimize Workflows, Business Rules, Script Includes, Scheduled Jobs, Client Scripts, UI Policies, UI Actions and Notifications to automate manual processes and improve operational efficiency.
• Design and maintain Request Fulfillment solutions including Service Catalog Items, Requests, Approvals, Standard Change Requests and Notification frameworks.
• Manage platform security using ACLs, Roles, Groups in alignment with governance and compliance requirements.
• Perform data migration, transformation and bulk data load activities using Import Sets, Transform Maps, and integration frameworks.
• Develop server-side and client-side solutions using JavaScript, Glide APIs, Script Includes, Business Rules, and ServiceNow best practices.
• Design reports, dashboards, interactive filters, metrics and KPI visualizations to provide actionable business insights and operational transparency.
• Integrate ServiceNow with external enterprise systems using REST APIs, SOAP APIs, Import Set APIs and other integration technologies.
• Collaborate closely with stakeholders, Product Owners, Process Owner and technical teams in Agile/Scrum environments for requirement gathering, solution design, development, testing and delivery.
• Troubleshoot, investigate and resolve priority incidents across Request Fulfillment and Service Catalog solutions through root cause analysis, defect remediation and continuous process improvements.
• Drive scalable automation initiatives using a structured, framework-first mindset to ensure reusability, maintainability and long-term platform sustainability.

Education & Work Experience

• Completed a degree in Computer Science, Information Technology, Software Engineering, or a related field.
• 5+ years of professional experience and proven success as a ServiceNow Application Specialist / Developer with strong focus on Request Fulfillment and Service Catalog capabilities.
• Strong hands-on experience in JavaScript development, including object-oriented programming principles and ServiceNow scripting best practices.
• Deep expertise in Service Catalog, Request Fulfillment, Approval Workflows, Standard Change Requests, Notifications and Catalog Development.
• Strong knowledge of Flow Designer, IntegrationHub, Workflow Automation, Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions and Scheduled Jobs.
• Reverse engineering skills
• Deep understanding of system components and dependencies inside and outside ServiceNow (e.g., External Systems, MID Server, PowerShell integrations)
• Proven experience designing and implementing integrations using REST, SOAP and ServiceNow Import Set technologies.
• Experience working with the Configuration Management Database (CMDB), including data modeling, relationship management, data quality governance and configuration item lifecycle management.
• Experience working with Service Portal technologies (AngularJS, CSS) and Employee Center Pro, including customization, configuration and user experience optimization.
• Proven experience in troubleshooting, performance optimization, root cause analysis and production support.
• Proven experience managing ServiceNow implementation projects
• Experience with data migration, transformation and platform upgrade activities.
• Strong understanding of platform security, ACLs, role-based access controls and governance practices.
• Experience working in Agile/Scrum environments and delivering solutions in cross-functional DevOps teams.
• Basic knowledge of AI technologies and their practical application.
• Basic understanding of ServiceNow AI platform capabilities such as Now Assist.
• ITIL Foundation certification and ServiceNow Certified System Administrator / Certified Application Developer certifications are advantageous.
• Experience designing scalable automation frameworks and enterprise workflow solutions is highly desirable.

Your ZEISS Recruiting Team:

Saptarshi Chowdhury