Location: Remote - LATAM
Overview:
The client is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, the client supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, the client is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results.
Responsibilities:
The client is seeking a ServiceNow Developer to build, configure, and maintain the platform improvements defined by our ServiceNow Architect. This role sits at the center of client’s managed mobility and helpdesk operations — the work you do directly affects the speed and quality of service delivered to our customers.
Our environment includes a CSM-based helpdesk integrated with Genesys Cloud for phone, chat, and email interactions; an extensive service catalog covering mobility transactions with multi-step catalog task workflows that vary by customer type; and a set of customer integrations connecting external ITSM platforms to our service catalog for automated request submission. Hardware Asset Management (HAM Pro) underpins phone number and device record creation that flows from catalog transactions.
We are in an active improvement cycle. The developer in this role will be executing against a structured maturity roadmap: simplifying record models, rationalizing catalog workflows, building repeatable integration patterns, and improving the fulfiller and agent experience. Strong execution skills, comfort working from architectural direction, and the ability to surface implementation details back to the architect are all essential.
Priority Delivery Areas:
- CSM & Contact Center Integration
- Configure and maintain the CSM workspace to support efficient case handling across phone, chat, and email channels
- Implement and test the Genesys Cloud integration with the ServiceNow CSM workspace, including screen pop, case creation, and activity logging
- Build and refine CSM case flows, assignment rules, SLA definitions, and fulfillment notifications
- Service Catalog & Catalog Task Workflows
- Develop and maintain catalog items and their associated catalog task workflows for 20 mobility transaction types
- Implement workflow standardization improvements as defined by the architect, reducing variation while preserving necessary customer-type differences
- Improve fulfiller-facing task guidance, forms, and record layouts to reduce errors and ambiguity in day-to-day operations
- Build and maintain Flow Designer flows and business rules that drive catalog task automation
- Customer ITSM Integrations
- Implement REST/SOAP integrations connecting external customer ITSM systems to the client service catalog
- Build from reusable integration patterns defined by the architect to reduce per-customer implementation effort
- Develop inbound request handling, record mapping, error handling, and status callback logic for each integration
- Support customer onboarding teams with integration testing, troubleshooting, and documentation
- HAM Pro & Asset Record Automation
- Develop and maintain automation that creates and updates hardware asset and phone number records triggered by catalog transactions
- Ensure asset lifecycle actions (provisioning, swap, return, deactivation) are correctly reflected in HAM Pro records
- Support SLA and reporting improvements by ensuring record data integrity across Cases, Requested Items, and Catalog Tasks
- Reporting & Operational Visibility
- Build and maintain ServiceNow reports, dashboards, and Performance Analytics indicators for operations, SLA tracking, and management visibility
- Configure catalog task list views and dashboard filters to support fulfiller and depot staff workflows
- Support the architect’s SLA simplification initiatives by implementing updated SLA definitions and reporting structures
Duties and Responsibilities:
- Development & Configuration
- Develop platform solutions including business rules, client scripts, UI policies, Flow Designer flows, and custom application logic
- Configure and maintain ITSM, CSM, and HAM Pro modules in alignment with client’s managed services workflows
- Perform day-to-day administration of the ServiceNow platform, including approved changes to processes, workflows, and workspace configuration
- Build and maintain UI Builder workspaces and agent-facing views for CSM and fulfiller operations
- Integration Development
- Design and implement bidirectional integrations using REST APIs, Integration Hub, and MID Server as appropriate
- Follow integration standards and reusable patterns defined by the architect to ensure consistency and maintainability
- Document integration designs, data mappings, and error handling procedures
- Upgrades & Platform Health
- Execute ServiceNow platform upgrades and patches, including regression testing against catalog workflows, integrations, and CSM configuration
- Proactively identify and resolve platform issues; escalate to the architect when architectural decisions are required
- Maintain technical documentation for all configurations, customizations, and integrations
- Collaboration & Delivery
- Work directly from designs and requirements provided by the ServiceNow Architect; surface implementation questions and constraints early
- Collaborate with fulfillment teams, depot staff, and helpdesk leads to understand operational pain points and translate them into platform improvements
- Participate in architecture reviews and contribute implementation perspective to design discussions
- Provide accurate effort estimates and status updates to support delivery planning
