Technical Analyst - ServiceNow Developer

Responsibilities

• Develop and implement changes to ITSM modules including Incident, Problem, and Change management.
• Create and manage custom applications, field forms, and UI elements to meet business needs.
• Write and maintain complex scripts such as Business Rules, Script Includes, and Client Scripts using JavaScript.
• Utilize Flow Designer and Workflow Editor to build and manage automated workflows.
• Integrate ServiceNow with third-party systems using IntegrationHub, REST, and SOAP APIs.
• Configure and maintain the Configuration Management Database (CMDB), ensuring accurate CI relationships and dependencies.
• Customize forms, lists, and dashboards to enhance user experience and streamline interactions.
• Create reports and utilize Performance Analytics to provide insights into ITSM performance and metrics.
• Provide regular BAU support during UK/India business hours, including 24/7 on-call and weekend rotation.

Requirements

• 3-4 years of progressive experience in ServiceNow Platform Development.
• Hands-on experience with ITSM modules (Incident, Problem, Change, and Knowledge Management).
• Proficiency in ServiceNow development tools including Form Designer, Workflow Editor, and Flow Designer.
• Strong expertise in JavaScript for automating processes and extending functionality.
• Experience with ServiceNow APIs (REST, SOAP), MID servers, and third-party integrations.
• Certified System Administrator (CSA).
• Certified Application Developer (CAD).
• Certified Implementation Specialist (CIS) in ITSM.

Preferred Qualifications

• Experience implementing AI/ML integrations and predictive analytics within ServiceNow.
• Familiarity with PowerShell or Python for task automation and integration facilitation.
• Basic knowledge of HTML and CSS for interface customization.

About the Company

Fidelity International has been helping clients build better financial futures for over 50 years. Our ServiceNow Platform Team is part of Enterprise Technology Services, supporting a strategic platform that provides enterprise-level solutions for managing and automating IT services, operations, and workflows globally.