- 5+ years of hands-on ServiceNow Development experience.
- Minimum 3+ years of ITSM & CSM implementation/custom development.
- Solid expertise in ITSM modules Incident, Problem, Change, Request and Service Catalog.
- Hands-on experience in ServiceNow CSM Case Management, customer workflows, SLA/Entitlements.
- Strong HRSD exposure with Case Management and Employee Service Center.
- Excellent hands-on experience with Flow Designer, Workflow and Orchestration.
- Strong ServiceNow scripting: Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions and ACLs.
- Experience with Import Sets, Transform Maps, Update Sets, Scheduled Jobs and Email Notifications.
- Strong experience in REST/SOAP integrations, IntegrationHub and MID Server.
- Good knowledge of Glide APIs and JavaScript.
- Experience with Service Portal / Employee Center is preferred.
- Strong communication and customer-facing skills.
- Ability to work independently, gather requirements and deliver solutions in an enterprise environment.
Preferred
- ServiceNow CSA certification.
- Experience in customer-facing / government-related projects.
- Strong understanding of ITIL processes and Agile/Scrum.