Application Development Architect, ServiceNow, ITSM &CMDB

The ServiceNow Developer – ITSM & CMDB is a technical role responsible for the design, development, configuration, and continuous improvement of the ServiceNow Now Platform®, with a primary focus on IT Service Management (ITSM) modules—including Incident, Problem, Change, Request, Knowledge, and Service Catalog—and CMDB management aligned with the Common Service Data Model (CSDM). The role ensures the delivery of secure, scalable, maintainable, and upgrade-ready solutions by following ServiceNow best practices, prioritizing out-of-the-box capabilities, configuration over customization, and custom development only when necessary. The position works closely with product owners, platform owners, architects, process owners, and managed service partners to achieve business objectives.

This role involves hands-on ServiceNow development across DEV, TEST, and PROD environments, including client-side and server-side scripting, Flow Designer, UI Builder/Service Portal development, data modeling, security and ACL configuration, integrations, and Automated Test Framework (ATF) implementation. The developer also supports release management, regression testing, platform upgrades, and patching activities to ensure platform stability, reliability, and performance.

Key Responsibilities

• Act as the technical owner and subject matter expert (SME) for assigned ServiceNow products and modules.

• Translate business requirements into scalable technical designs aligned with a 12–18 month platform roadmap.

• Enforce development standards, naming conventions, governance controls, and documentation practices.

• Participate in backlog refinement, sprint planning, and Agile delivery activities.

• Collaborate with Product Owners and Process Owners to gather requirements, define user stories, and support UAT activities.

• Prepare technical demos, status updates, KPI reporting, and provide user enablement and knowledge transfer.

• Coordinate with managed service providers and third-party vendors when required.

ServiceNow Development & Configuration

• Configure and enhance ITSM, CMDB, and SPM capabilities using:

  • Business Rules

  • Client Scripts

  • Script Includes

  • UI Policies and UI Actions

  • Catalog Items

  • Flow Designer and Workflows

• Develop scoped applications where necessary.

• Design and maintain CMDB data models, CI relationships, and lifecycle management processes.

• Implement role-based security and ACL controls.

• Build dashboards, reports, and performance analytics.

• Develop and support integrations using REST/SOAP APIs, IntegrationHub, Import Sets, Transform Maps, and scheduled jobs.

• Implement automated testing using ATF and support CI/CD or controlled deployments using update sets and source control.

Service Operations & Platform Support

• Support ITIL service operation processes, including event, incident, problem, access, request fulfillment, operations, and documentation management.

• Perform daily operational activities to ensure platform health, availability, and service functionality.

• Manage platform upgrades and application patching to maintain supported and secure environments.

• Provide emergency and on-call support as needed.

Skills and Experience

• Strong hands-on experience in ServiceNow platform development and administration

• 6–8 years of experience in ITSM and CMDB implementation/support

• Strong knowledge of CMDB (CSDM framework, CI lifecycle management, Data modeling and CI relationships, Data quality management)

• Hands-on experience with ServiceNow development using:, JavaScript scripting, Client Scripts, Business Rules, Script Includes, Flow Designer, UI Policies and UI Actions

• Experience with Service Portal and/or UI Builder

• Experience developing and supporting integrations using REST/SOAP APIs, IntegrationHub, Import Sets, Transform Maps, Scheduled Jobs, and automation

• Hands-on experience with Automated Test Framework (ATF)

• Experience supporting ServiceNow upgrades, patches, releases, and regression testing

• Knowledge of ServiceNow security architecture, including roles and ACLs

• Understanding of Agile methodologies, including sprint planning and backlog refinement

• Knowledge of ITIL Service Operation processes and ServiceNow operational workflows

• Ability to work across DEV/TEST/PROD environments

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Goodyear is one of the world's largest tire companies. It employs about 63,000 people and manufactures its products in 49 facilities in 19 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate

Goodyear is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.