The ServiceNow Senior Developer Tier 2 is responsible for handling complex production issues, performing advanced development and configuration, and delivering minor to medium enhancements on the ServiceNow platform. This role serves as a technical escalation point for Tier 2 engineers and Tier 1 teams, while collaborating closely with Tier 3 platform engineering teams for major architectural changes.
The position requires solid development expertise, deep platform knowledge, and the ability to troubleshoot and resolve complex technical problems across modules and integrations.
Key Responsibilities
Advanced Incident & Problem Resolution
- Handle complex incidents escalated from Tier 1 teams.
- Perform deep technical troubleshooting involving scripts, workflows, integrations, and data issues.
- Identify root causes and implement permanent fixes.
- Participate in Major Incident (P1/P2) troubleshooting calls.
- Lead Root Cause Analysis (RCA) activities and prepare technical RCA documentation.
- Develop reusable fixes and automation to prevent recurring incidents.
- Execute Platform Clone and Upgrade activities.
Development & Enhancements
- Design and implement medium-complexity enhancements on the ServiceNow platform.
- Develop and modify:
- Business Rules
- Script Includes
- Client Scripts
- UI Policies
- UI Actions
- Flow Designer workflows
- Service Catalog items
- Develop integrations using REST/SOAP APIs.
- Enhance existing modules while maintaining platform best practices.
- Ensure all development aligns with coding standards and governance policies.
Integration & Automation Support
- Troubleshoot complex integration failures and API issues.
- Configure and maintain integrations using:
- REST APIs
- SOAP APIs
- MID Servers
- Support automation initiatives across ServiceNow modules.
- Optimize integration performance and reliability.
Platform Optimization & Performance
- Analyse performance issues related to scripts, workflows, and database operations.
- Optimize scripts and workflows to improve system performance.
- Review logs and identify inefficient processes.
- Implement performance improvements and technical enhancements.