ITSM Lead Engineer, Software Development

Overview:

Role Overview

Waters is seeking a skilled Senior ServiceNow Developer to design, configure, and support solutions across the ServiceNow platform, with a strong focus on IT Service Management (ITSM) and related enterprise modules. This role will work closely with stakeholders to gather requirements, perform systems analysis, and deliver scalable solutions that improve service delivery, user experience, and operational efficiency, while leveraging out-of-the-box platform capabilities wherever possible.

Responsibilities:

Key Responsibilities

ServiceNow Development & Configuration: As a member of the ServiceNow Development team:

• Design, configure, and implement workflows, business rules, UI policies, script includes, client scripts, and integrations within ServiceNow.
• Configure and enhance core ITSM modules, including:
• • Incident
  • Problem
  • Change
  • Request / Service Catalog
  • CMDB
• Develop, maintain, and enhance Service Catalog items, including forms, workflows, approvals, and integrations.
• Build and support solutions aligned with business and IT requirements, prioritizing out-of-the-box functionality and platform best practices.
• Support platform upgrades, testing, and continuous improvement initiatives.
• Troubleshoot and resolve platform and application issues, leveraging log analysis, script debugging, and integration failure triage.
• Participate in Proof of Concepts (POCs) to evaluate new platform capabilities.

Requirements Gathering & Systems Analysis

• Partner with stakeholders (IT, business teams, and vendors) to gather, analyze, and document requirements.
• Translate business needs into scalable ServiceNow solutions using standard platform capabilities.
• Conduct systems analysis, including process mapping, gap analysis, and solution design.
• Provide recommendations to improve workflows, automation, and service delivery while minimizing deviations from standard functionality.

Integration & Automation

• Develop and maintain integrations with enterprise tools (monitoring, endpoint management, identity systems, etc.).
• Leverage Flow Designer, IntegrationHub, and scripting (JavaScript/Glide API) to automate workflows where appropriate.
• Identify opportunities to reduce manual effort through automation and orchestration.
• Contribute to automation initiatives across ITSM and related domains.

Governance & Compliance

• Ensure solutions align with ITIL best practices and Waters’ governance standards.
• Promote use of standard ServiceNow capabilities to support maintainability, scalability, and upgradeability.
• Support audit readiness and compliance with ISO 20000, ISO 27001, SOC 2, and internal controls.
• Follow established SDLC practices, including documentation, testing, and change management.

Collaboration & Support

• Collaborate with global IT teams, vendors, and stakeholders to deliver scalable solutions.
• Provide technical documentation and knowledge transfer to support and operations teams.
• Assist in troubleshooting and resolving platform and application issues.
• Work effectively across time zones, including collaboration with teams in the Americas.

Required Skills & Experience

• 5–7 years of hands-on experience in ServiceNow development and configuration (JavaScript, Glide API, Flow Designer).
• Strong expertise in ITSM modules (Incident, Problem, Change, Request, Service Catalog).
• Hands-on experience developing and maintaining Service Catalog items (forms, workflows, approvals) and familiarity with Employee Center / Service Portal page design, UI Builder, portal widgets.
• Strong expertise with Performance Analytics, dashboards, and reporting, including deep understanding of the underlying ServiceNow database tables and data.
• Experience in requirements gathering, systems analysis, and solution design.
• Working knowledge of CMDB, including familiarity with discovery, service mapping, and the CSDM data model.
• Experience with integrations (REST, SOAP, MID Server).
• Strong understanding and experience applying best practices in instance health monitoring and platform security.
• Solid understanding of ITIL processes and service management frameworks.
• Demonstrated ability to deliver solutions using standard platform capabilities and best practices.
• Strong analytical, problem-solving, and communication skills.

Preferred Skills & Experience

• Experience with additional ServiceNow modules such as:
• • HAM / SAM
  • HR SD
• Exposure to AI-d…