ServiceNow Senior Developer - IT Service Management (ITSM)

United Arab Emirates·Dubaisenior

OtherIt Services Technician

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Quick Summary

Key Responsibilities

Design, configure, and maintain key ServiceNow ITSM modules,

Technical Tools

OtherIt Services Technician

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.

Responsibilities

~1 min read

→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

~1 min read

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.