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 Sr. ServiceNow Developer who will be—building and enhancing ServiceNow capabilities while also supporting and resolving platform-related cases. This role is ideal for someone who enjoys hands-on development, troubleshooting real-world issues, and keeping the platform stable, scalable, and user-friendly.
The role requires strong technical development skills along with a solid understanding of incident, case, and request support workflows within ServiceNow.
The ideal candidate is a hands-on technical 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:
- Assist in the development and customization of the ServiceNow platform, including scripting, UI customization, and data management.
- Develop and enhance functionality across ITSM, CSM, and FSM.
- Configure workflows, Flow Designer, business rules, UI policies, client scripts, and script includes.
- Build and maintain Service Portal / UI Builder components.
- Enhance Agent Workspace and customer-facing experiences.
- Support integrations using REST APIs and Integration Hub.
- Ensure development follows ServiceNow best practices and remains upgrade safe.
2. Technical Incident and Problem Resolution:
- Provide support for ServiceNow-related Cases, incidents and problems.
- Assist in troubleshooting and resolving complex platform issues, ensuring timely resolution and minimal impact on operations.
- Resolve ServiceNow-related incidents, requests, and defect tickets.
- Troubleshot issues related to:
- Forms, fields, UI behavior, Access control (ACLs & roles), Workflow and automation failures, Integrations and data issues, perform root cause analysis and implement permanent fixes.
- Support production issues with appropriate prioritization (P1–P3).
- Monitor platform health and address recurring issues proactively.
3. Process and Technical Improvement:
- Identify and suggest technical enhancements to improve the efficiency and effectiveness of ServiceNow operations.
- Collaborate with stakeholders to translate business requirements into detailed technical specifications.
- Work closely with admins, product owners, and business stakeholders.
- Participate in sprint planning, backlog grooming, and daily standups.
- Document fixes, enhancements, and known issues in KBs.
- Support platform upgrades, testing, and post-upgrade validation.
- Balance time effectively between new development and support work.
4. Technical Leadership:
- Receive technical guidance and mentorship from senior developers and the ServiceNow support team.
- Foster a collaborative environment and promote knowledge sharing.
5. 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.
6. Training and Technical Support:
- Assist in developing and delivering technical training programs for end-users and administrators.
- Provide support to users, ensuring effective utilization of the platform.
7. 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:
4+ years of experience in ServiceNow development and support.
- Bachelor’s degree in computer science, Information Technology, or a related field.
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Strong experience supporting live ServiceNow production environments
Working knowledge of CSM, FSM, ITSM processes (Incident, Request, Change, Problem)
Strong communication and interpersonal skills.
Experience in MSP environments with high ticket volumes
Experience supporting Agent Workspace or Virtual Agent
ServiceNow certifications (CSA, CAD, CIS – ITSM/CSM/FSM)
Extensive experience with scripting languages (JavaScript, Glide, etc.).
Proficiency in web technologies (HTML, CSS, XML, etc.).
Experience with integration tools and techniques (REST, SOAP, etc.).
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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