Senior ServiceNow Developer - IT Service Management

Wells Fargo is seeking a Senior Software Engineer. We are looking for an experienced Senior Software Engineer – ServiceNow Developer with strong expertise in IT Service Management (ITSM) to design, engineer, and optimize enterprise-grade ITSM solutions on the ServiceNow platform. This role focuses on delivering high-quality configurations, customizations, and integrations aligned to ITIL processes and business needs.

In this role, you will:

• Lead moderately complex initiatives and deliverables within technical domain environments

• Contribute to large scale planning of strategies

• Design, code, test, debug, and document for projects and programs associated with technology domain, including upgrades and deployments

• Review moderately complex technical challenges that require an in-depth evaluation of technologies and procedures

• Resolve moderately complex issues and lead a team to meet existing client needs or potential new clients needs while leveraging solid understanding of the function, policies, procedures, or compliance requirements

• Collaborate and consult with peers, colleagues, and mid-level managers to resolve technical challenges and achieve goals

• Lead projects and act as an escalation point, provide guidance and direction to less experienced staff.

Required Qualifications:

• 4+ years of Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:

1. ITSM Module Expertise

• Design, implement, and enhance ServiceNow ITSM modules, including:

  • Incident Management

  • Problem Management

  • Change Management

  • Request Management (RITM/Catalog)

  • Knowledge Management

  • CMDB (ITSM integrations)

• Configure SLAs, workflows, business rules, notifications, and catalog items to improve ITSM process maturity.

2. Custom Development & Scripting

• Develop solutions using:

  • Glide Scripting

  • Business Rules

  • Client Scripts

  • Script Includes

  • UI Policies/UI Actions

  • Flow Designer & Workflows

• Build custom logic to meet ITSM automation, data transformation, and orchestration requirements.

3. Integrations & Automation

• Implement and support integrations between ServiceNow and IT tools (e.g., monitoring, ticketing, CMDB sync, AD, messaging systems).

• Develop REST/SOAP APIs, IntegrationHub spokes, and automated workflows to streamline ITSM operations.

• Collaborate with platform architects for robust, secure, and scalable integration design.

4. Platform Administration & Governance

• Perform platform configuration, ACL management, access roles, and data policies related to ITSM.

• Support instance upgrades, manage update sets, resolve conflicts, and ensure pre/post-upgrade validation.

• Monitor platform health, performance, and adherence to best practices.

5. Technical Leadership & Process Improvement

• Work closely with ITSM process owners to translate ITIL-aligned requirements into technical solutions.

• Provide technical leadership in design discussions, peer reviews, and architectural decisions.

• Mentor junior developers and support team knowledge growth.

• Identify opportunities for automation, optimization, and continuous improvement in ITSM processes.

6. Agile Delivery

• Participate in Scrum ceremonies, backlog refinement, PI planning, and sprint execution.

• Provide accurate estimations, technical feasibility analysis, and risk identification.

Job Expectations:

• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.

• 4+ years of experience in ServiceNow development with a strong ITSM module focus.

• Hands-on expertise with:

  • Incident/Problem/Change/Request/Knowledge modules

  • Service Catalog & Record Producers

  • CMDB relationships supporting ITSM

  • Workflows & Flow Designer

• Strong knowledge of ITIL v4 principles.

• Proficiency in JavaScript, Glide APIs, JSON, XML, and ServiceNow UI configuration.

• ServiceNow certifications:

  • CSA – Certified System Administrator

  • CAD – Certified Application Developer

  • CIS – ITSM (highly preferred)

• Experience with ATF (Automated Test Framework).

• Familiarity with DevOps, Git, Azure DevOps, or similar tooling.

• Exposure to ITOM Foundation (Discovery, Event, CMDB enrichment) is a plus.

• Experience working in large-scale enterprise environments.

• Strong communication and stakeholder engagement skills.

• Ability to guide solution design and influence ITSM architecture.

• Analytical thinker with strong debugging and problem‑solving capabilities.

• Team player with a collaborative, proactive mindset.

• Opportunity to lead ITSM transformation initiatives.

• Collaborative, dynamic engineering culture.

• Professional development, certifications, and continuous learning opportunities.

• Ability to influence and shape enterprise ITSM strategy.