ServiceNow ITSM Developer (Employee Center Pro)

• Configure and customize ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog).
• Develop and enhance Employee Center Pro experiences, including landing pages, topic pages, catalog items, and guided journeys.
• Build intuitive Service Portal and Agent Workspace features to improve user experience.
• Work with stakeholders to design taxonomy, content delivery, and knowledge management in Employee Center Pro.
• Configure and implement navigation, targeted campaigns, and audience-based content visibility.
• Develop scripts, workflows, Flow Designer actions, and UI policies to automate ITSM processes.
• Integrate Employee Center Pro with HR, IT, and other enterprise services for a single unified portal.
• Support upgrades, platform health checks, and ensure compliance with best practices.
• Create reports and dashboards to track ITSM and Employee Center adoption metrics.
• Collaborate with cross-functional teams in an agile environment to deliver business requirements.

• 3–5 years of hands-on ServiceNow development experience.
• Strong knowledge of ITSM modules (Incident, Change, Problem, Request, CMDB).
• Hands-on experience with Employee Center Pro – including page configuration, taxonomy, and personalization.
• Proficiency in JavaScript, Glide APIs, Flow Designer, and UI Builder.
• Experience developing in Service Portal and Agent Workspace.
• Understanding of content delivery, knowledge management, and audience targeting in Employee Center.
• Strong problem-solving skills with ability to troubleshoot and resolve platform issues.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) certification (required or in progress).
• ServiceNow Certified Implementation Specialist – ITSM or Employee Center certification.
• Experience with HRSD or CSM modules for broader portal use cases.
• Familiarity with CSDM framework and CMDB data modeling.
• Prior experience in global enterprise ServiceNow implementations.