Job Title: ServiceNow Developer

Location: Toronto, ON (Hybrid)
    
Estimated Duration: 12 Months

ServiceNow Developer
Our client in the public sector is seeking two skilled Service Now Developers to join their ServiceNow platform team to develop and support the optimization, and governance of ServiceNow modules related to IT Asset Management (ITAM)- HAM and SAM and IT Service Management (ITSM) processes to enhance service delivery, asset lifecycle visibility, and compliance.  
 

Assignment Duties

• Maintain and Develop the Hardware Asset Management (HAM) and Software Asset Management (SAM) modules.
• Support end-to-end asset lifecycle tracking from procurement to retirement.
• Implement and manage asset normalization, license reconciliation, and compliance reporting.
• Assist in HAM /SAM Pro configurations including onboarding of publishers, models, entitlements, and reclamation rules.
• Support core ITSM modules: Incident, Change, Request, and Knowledge Management.
• Configure workflows, business rules, SLAs, and UI policies to align with organizational ITIL processes.
• Assist in integrations, automating service request fulfillment and incident resolution via catalog items and Flow Designer.
• Collaborate with support teams to improve MTTR, first-call resolution, and user satisfaction.
• Scripting capabilities using JavaScript, Glide Record, and Script Includes.
• Automation through Flow Designer, Business Rules, Scheduled Jobs, and Notifications.

 
Additional Good to have: As Event management Module in ITOM is coming up this year ? Setup and tuning of Event Rules, Alert Rules, and Alert Correlation policies.

• Configuration of impact mapping and CI relationships for real-time health monitoring.

 
Experience and Qualifications

1. Bachelor’s degree in computer science, Information Technology, Data Science, or related field. 
2. Minimum of 5 years of experience in customizing and configuring module, data analysis, reporting, and visualization. 
3. Knowledge of ServiceNow ITIL processes, particularly in Hardware and Software Asset Management, Change Management, and Incident Management. 
4. Proficient in developing and configuring core module (e.g. Asset Management, etc.) and integrating ServiceNow with other enterprise systems.
5. Technical Capabilities:
6. Expertise in Hardware Asset Management (HAM) and Software Asset Management (SAM) modules.
7. Configuration of asset lifecycle stages (receive, deploy, maintain, retire).
8. Integration of asset discovery sources to have the CMDB updated and healthy.
9. Configuration of software models, entitlements, license metrics, and reclamation rules.
10. Management of Asset Normalization and data compliance using Content Library and Normalization Data Services (NDS).
11. Implementation of barcode/RFID integrations and automated stockroom workflows.
12. Scripting & Automation:
13. Scripting capabilities using JavaScript, Business Rules, Client Scripts GlideRecord, and Script Includes.
14. Integration experience and Automation through Flow Designer, Scheduled Jobs, and Notifications.
15. Experience in development of ServiceNow workflows and forms of various complexity (ranging from simple to complex) as required.
16. Proficient in ServiceNow reporting and creating custom dashboards, performance analytics, and reports. 
17. Strong understanding of data governance principles and best practices.
18. Proficiency in ServiceNow’s Development best practises.  
19. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. 
20. Strong analytical and problem-solving skills, with a keen attention to detail. 
21. Ability to work independently and manage multiple priorities in a fast-paced environment. 
22. ServiceNow Certified Application Developer (CAD) is required. 

 

Deliverables     

Asset Management (HAM/SAM):

• Develop the hardware and software asset lifecycle workflows and complete the Audit Gap items in the CITY’s scope of asset management.
• Integrated asset discovery and normalization.
• License compliance dashboards and optimization reports.
• Inventory management, procurement integration, and asset audits.

  ITSM:

• Configure and optimize Incident, Change, and Request modules.
• Develop Service Catalog items with approvals and fulfillment workflows.
• SLA reports and agent performance dashboards.
• Knowledge base setup and self-service portal enhancements.

General:  

• Integration blueprints, documentation and API documentation.
• Test plans and UAT sign-off artifacts.
• Support handover documentation and knowledge articles.
• Governance framework and compliance checklists.