ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
The Opportunity:
ECI is seeking a Senior ServiceNow Developer to design, build, and optimize scalable ServiceNow solutions across ITSM, CSM, FSM, and digital experiences including Service Portal, Mobile Apps, and Agent Workspace. This role is critical in delivering high-quality, user-centric, and automation-driven solutions that support both internal teams and external clients.
The ideal candidate is a hands-on technical leader who can translate business requirements into clean, maintainable, and performant ServiceNow configurations and custom applications while following platform best practices.
This is a Hybrid role.
What you will do:
Responsibilities:
1. Platform Development:
- Design and develop solutions across ITSM, CSM, and FSM modules
- Build and enhance Service Portal and Next Experience / UI Builder based experiences
- Develop and maintain ServiceNow Mobile App solutions (Field Service Mobile, Agent Mobile)
- Configure and extend Agent Workspace and CSM Workspace for optimal agent efficiency
- Create custom applications, tables, flows, UI policies, client/server scripts, and business rules
- Lead the development and customization of the ServiceNow platform, including scripting, UI customization, and data management.
2. Module Development and Management:
- Develop and manage ServiceNow modules such as Incident Management, Problem Management, Change Management, Asset Management, and CMDB.
- Create and maintain workflows, forms, and scripts to meet specific business requirements.
- Design and implement Flow Designer, Integration Hub, and workflow automations
- Develop reusable Script Includes and APIs following ServiceNow best practices
- Implement advanced UI actions, macros, dynamic forms, and conditional logic
- Optimize performance and ensure scalability across high-volume environments
- Configure Case Management, Entitlements, SLAs, Playbooks, and Omni-Channel routing (AWA)
- Implement FSM features including Work Orders, Dispatching, Scheduling, Mobile execution, and task automation
- Support field and customer-facing experiences with intuitive mobile and portal designs
3. Technical Incident and Problem Resolution:
- Act as the primary technical contact for ServiceNow-related incidents and problems.
- Troubleshoot and resolve complex platform issues, ensuring timely resolution and minimal impact on operations.
4. Process and Technical Improvement:
- Identify and implement technical enhancements to improve the efficiency and effectiveness of ServiceNow operations.
- Collaborate with stakeholders to translate business requirements into detailed technical specifications.
- Collaborate with Product Owners, Architects, Admins, and Business Stakeholders
- Review designs and code developed by other team members
- Provide technical guidance and mentorship to junior developers and admins
- Participate in design reviews, sprint planning, and backlog grooming
5. Project Implementation and Integration:
- Lead and execute ServiceNow projects, including module implementations, platform upgrades, and system integrations.
- Ensure technical projects are delivered on time, within scope, and budget.
6. Technical Leadership:
- Provide technical guidance and mentorship to junior developers and the ServiceNow support team.
- Foster a collaborative environment and promote knowledge sharing.
7. Compliance and Documentation:
- Ensure technical compliance with ITIL best practices, corporate policies, and regulatory requirements.
- Maintain comprehensive technical documentation for ServiceNow configurations, processes, and procedures.
8. Training and Technical Support:
- Develop and deliver technical training programs for end-users and administrators.
- Provide advanced support to users, ensuring effective utilization of the platform.
9. Stakeholder Collaboration:
- Build and maintain strong technical relationships with key stakeholders, including IT, business units, and external vendors.
- Act as a liaison between technical teams and business stakeholders to ensure alignment and effective communication.
Who you are:
- Bachelor’s degree in computer science, Information Technology, or a related field.
- 6+ years of hands-on ServiceNow development experience
- Strong expertise in ITSM, CSM, and FSM
- Extensive experience with:
- Service Portal / UI Builder
- Agent Workspace & CSM Workspace
- ServiceNow Mobile App & FSM Mobile
- Experience in MSP or multi-tenant environments
- Exposure to ITOM, AI/ML, Virtual Agent, or Predictive Intelligence
- Experience with performance analytics and reporting
- ServiceNow certifications (CSA, CAD, CIS – ITSM/CSM/FSM)
- Strong proficiency in JavaScript, Glide API, Script Includes, Business Rules
- Experience with Flow Designer, Integration Hub, REST/SOAP integrations
- Experience designing role-based UX and secure ACL structures
- Strong understanding of CMDB relationships and data modeling
Bonus points if you have:
- Excellent problem-solving and troubleshooting skills.
- Strong communication and interpersonal skills.
ECI’s culture is all about connection – connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more! If you believe you would be a great fit and are ready for your best job ever, we would like to hear from you!
Love Your Job, Share Your Technology Passion, Create Your Future Here!
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