ServiceNow Developer

JOB SUMMARY

We are looking for a ServiceNow Developer with deep ServiceNow ITOM expertise to drive the CMDB enrichment and Hardware Asset Management (HAMPRO) implementation as part of a global AIOps transformation programme. The role will own the end-to-end technical design and delivery of CMDB population across Digital and Retail domains — covering manual CI import for Digital applications, automated CI discovery via Service Graph Connectors (Meraki, Workspace ONE, InTune, Azure) for the retail hardware estate, and full HAMPRO lifecycle implementation.

JOB RESPONSIBILITIES

CMDB Design & Delivery

• Lead the CMDB upliftment programme — owning CI class model design, CI relationship mapping, and the end-to-end population strategy across domains
• Design and implement manual CSV import process for Digital application CIs — defining import templates, field mapping and Transform Map configuration
• Configure and validate Service Graph Connectors: — ensuring accurate CI discovery and store hierarchy population
• Design the store hierarchy and validate API integration for Asset reference data
• Define CMDB data quality rules — master join key, duplicate CI prevention, device retirement process, firmware/OS currency — and implement enforcement via Transform Map validation
• Establish CMDB completeness reporting using Platform Analytics and define completeness KPIs

HAMPRO Implementation

• Lead the Hardware Asset Management Professional (HAMPRO) implementation — covering hardware lifecycle tracking, warranty management, financial asset records and device replacement workflows
• Design HAMPRO CI model for hardware — aligning to the CMDB hardware CI class model
• Configure warranty expiry alerting, EOL management workflows and procurement integration for automated device refresh
• Build Flow Designer workflows for device replacement RITMs — procurement request, device provisioning, monitoring onboarding, and retired asset decommissioning
• Integrate HAMPRO asset records with Event Management incident enrichment — ensuring hardware incidents are enriched with warranty status, device age and replacement eligibility at creation time

Technical Leadership & Governance

• Provide technical direction and code/configuration review for Developers
• Translate Architect designs into sprint-ready technical tasks — breaking down epics into developer stories with clear acceptance criteria
• Maintain design documentation, integration specifications and runbooks in Confluence
• Participate in sprint ceremonies, provide technical estimates and flag risks and blockers to the Architect and Programme Manager
• Conduct CMDB health assessments — identifying orphan CIs, stale records, missing relationships and prioritising remediation
• Liaise with various product & ops teams to coordinate API access and validate data quality

JOB QUALIFICATIONS

• 6–9 years of ServiceNow experience with at least 3 years focused on ITOM and CMDB
• Proven hands-on experience with ServiceNow Discovery, Service Mapping and CMDB 360 (multisource)
• Experience configuring Service Graph Connectors
• Strong understanding of CMDB CI class model, CI relationships and the Common Service Data Model (CSDM)
• Experience with Hardware Asset Management (HAMPRO) or IT Asset Management (ITAM) in ServiceNow
• Proficient in ServiceNow Transform Maps, Import Sets and data normalisation techniques
• ServiceNow Flow Designer and scripting (JavaScript / Glide API) for workflow automation
• Experience leading a team of 2–4 developers and providing technical mentorship
• Ability to produce clear technical documentation for Confluence
• ServiceNow Certified Implementation Specialist — ITOM or ITSM a plus but not required.