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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in ServiceNow platform analysis, configuration, and custom application development, with a strong focus on integrating enterprise systems and enhancing user experience. Proficient in translating business requirements into functional specifications and managing platform upgrades while ensuring compliance and data governance.
Highest-signal resume keywords
ServiceNow Platform AnalysisCustom Scoped Application DevelopmentServiceNow Certified System Administrator (CSA)ServiceNow Certified Application Developer (CAD)Integration with Salesforce and Enterprise Systems
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
JavaScriptGlide APIsFlow DesignerWorkflow StudioServiceNow CSMServiceNow MCOServiceNow SOMSQLREST/SOAPAgile Delivery
Soft Skills
CommunicationMentoringProblem-SolvingCollaborationDocumentation
Tools & Technologies
ServiceNowSalesforceJiraAzure DevOpsPerformance Analytics
Certifications & Qualifications
ServiceNow Certified System Administrator (CSA)ServiceNow Certified Application Developer (CAD)
Industry Keywords
Incident ManagementRoot-Cause AnalysisData GovernanceProcess MappingUser Story Writing
Tech Stack
Tools & technologiesAzureERPJavaScriptServiceNowSOAPSQL
About the role
Key responsibilities & impact- Gather, document, and refine business requirements through workshops, interviews, and process mapping
- Translate requirements into functional specifications, user stories with acceptance criteria, and ServiceNow solution designs
- Assess platform upgrades, new releases, and process changes and recommend out-of-the-box approaches
- Configure and enhance ServiceNow CSM, MCO, and SOM capabilities
- Design and build custom scoped applications using Flow Designer, Workflow Studio, Business Rules, Script Includes, UI Policies, Client Scripts, UI Builder, Workspaces, and Service Portal
- Build and maintain integrations between ServiceNow and Salesforce, on-premise applications, databases, ERP, PLM, MES, telephony, and other enterprise systems
- Implement and tune ServiceNow AI features and measure their impact on case deflection, resolution time, and agent productivity
- Develop test plans and test cases, execute functional and regression testing, and coordinate UAT
- Manage update set and application repository deployments across instances
- Produce release notes, training materials, and knowledge articles and support end-user and super-user training
- Provide Tier 2/3 production support, incident triage, root-cause analysis, and permanent fixes within SLA targets
- Monitor platform health, data quality, and performance and address process or configuration gaps
- Support platform upgrades, family release adoption, and technical debt reduction
- Maintain solution documentation, data models, and process flows; contribute to the product backlog and sprint planning
- Uphold standards for security, ACLs, data governance, and compliance
- Report on solution adoption and process KPIs using Performance Analytics and dashboards
- Mentor junior analysts and share knowledge across the ServiceNow community of practice
Requirements
What you’ll need- Bachelor's degree in Information Systems, Computer Science, Engineering, Business, or a related field, or equivalent practical experience
- 5+ years of hands-on ServiceNow experience as a platform analyst, administrator, or developer
- Implementation and support experience in at least two of CSM, MCO, and SOM
- Experience developing custom scoped ServiceNow applications from requirements through deployment and support
- Experience supporting production ServiceNow environments, including incident management, root-cause analysis, upgrades, and release cycles
- ServiceNow Certified System Administrator (CSA) certification required
- ServiceNow Certified Application Developer (CAD) certification required
- Strong knowledge of ServiceNow data model, tables, ACLs, roles, and CMDB / Customer Service data structures
- Proficiency with JavaScript, Glide APIs, Flow Designer, Workflow Studio, and scoped application development
- Experience with Salesforce, on-premise applications, and database integrations using SQL, JDBC, REST/SOAP, Integration Hub, MID Server, import sets, and transform maps
- Hands-on experience with ServiceNow AI capabilities, Now Assist, Virtual Agent, AI Search, and Now Assist Skill Kit
- Working knowledge of agentic AI, AI Agents, agentic workflows, model providers, Now Assist administration, licensing tiers, and guardrails
- Experience with Customer Service Portal, Service Portal, UI Builder, and Workspaces
- Understanding of order-to-cash, quote-to-order, entitlement, warranty, and contract processes
- Familiarity with Agile delivery, user story writing, ServiceNow Agile Development, Jira, or Azure DevOps
- Ability to write functional specifications, test cases, and process documentation and present solutions to technical and non-technical audiences
- Candidates must be local to the position location
- Position is not eligible for visa sponsorship
Benefits
Comp & perks- Primarily remote-based work arrangement
- Occasional travel
- Participation in an on-call rotation for critical production issues
- Occasional after-hours release or upgrade support