#EG ServiceNow Lead Developer

Job Description

Development & Technical Implementation

• Design, configure, develop, and maintain ServiceNow applications for workforce management and employee services using HRSD and App Engine.
• Configure HR services, case management, employee service workflows, lifecycle events, portals, catalog items, and related HRSD capabilities.
• Build scoped applications, data models, forms, business rules, UI policies, client and server scripts, and automated workflows using App Engine Studio and Flow Designer.
• Develop and maintain integrations using Integration Hub and REST/SOAP APIs where required.
• Apply ServiceNow development standards and reusable design patterns to deliver secure, scalable, maintainable, and supportable solutions.
• Ensure solutions comply with organisational architecture, security requirements, IM8, and SGTS standards.

Business Analysis, Stakeholder Engagement & User Experience

• Engage business stakeholders to understand workforce-management and employee-service needs, pain points, policies, and operational processes.
• Facilitate requirements workshops and translate business needs into clear process flows, functional requirements, user stories, acceptance criteria, and solution designs.
• Communicate solution options, constraints, risks, and trade-offs clearly to both business and technical stakeholders.
• Apply empathy and user-centred design principles to understand employees’ and service teams’ contexts, challenges, and behaviours, and translate these insights into intuitive, inclusive, accessible, and efficient experiences.
• Validate proposed designs with users and stakeholders through walkthroughs, prototypes, and feedback sessions, and refine the solution based on evidence and user feedback.
• Balance user needs with business objectives, policy requirements, security controls, and platform standards.

Agile Delivery, Testing & Rollout

• Work within a Scrum-lite delivery model and contribute actively to backlog refinement, sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Collaborate with stakeholders and the Product Owner to develop, prioritise, estimate, and refine user stories and acceptance criteria.
• Plan sprint commitments based on priorities, dependencies, risks, and team capacity, and track delivery progress and blockers.
• Prepare test scenarios and test data, support system and integration testing, coordinate user acceptance testing, and ensure defects are tracked to closure.
• Plan and coordinate user briefings, training, communications, and operational-readiness activities.
• Develop rollout and deployment plans, including release readiness, cutover activities, rollback considerations, release documentation, and post-deployment verification.
• Support production deployment, stabilisation, and handover to operations and support teams.

Security, Compliance & Quality Assurance

• Implement role-based access controls and appropriate safeguards for sensitive employee and workforce data.
• Adhere to IM8, SGTS, organisational security requirements, and applicable data-protection policies throughout the development lifecycle.
• Establish and maintain automated tests using ServiceNow Automated Test Framework where appropriate.
• Support code reviews, quality checks, release controls, and CI/CD practices for ServiceNow deployments.
• Remediate vulnerabilities, defects, and audit findings within agreed timelines.

System Maintenance, Support & Documentation

• Perform sprint-based maintenance, including incident resolution, defect fixes, performance tuning, and enhancements.
• Monitor application health, investigate issues, and resolve incidents in accordance with agreed service levels.
• Maintain functional and technical documentation, including requirements, process flows, solution designs, configuration records, integration specifications, test evidence, deployment guides, and support procedures.
• Create knowledge articles and conduct knowledge transfer to support teams and business users.
• Use operational feedback and sprint retrospectives to improve solution quality, delivery practices, and user experience.

Technical Leadership, Reusable UI/UX Capabilities & Design Governance

• Design, build, document, and govern a reusable library of UI/UX components, widgets, patterns, templates, and supporting utilities that developers across ServiceNow squads can adopt in their applications.
• Provide fit-for-purpose reusable capabilities across Service Portal, Employee Center, and UI Builder, taking account of the distinct architecture, lifecycle, and constraints of each experience technology.
• Define component interfaces, configuration options, usage guidance, versioning, testing, security, accessibility, performance, and release practices so that shared assets remain reliable, upgrade-compatible, maintainable, and easy to consume.
• Establish contribution, review, publishing, adoption, and deprecation processes for the shared library; maintain related documentation and reference implementations; and gather developer feedback to improve it.
• Partner with the ServiceNow UI/UX Designer to develop and maintain an internal design system that sets the visual and interaction language for Xponent Hub, the employee front door to application and workflow services.
• Translate the design system into practical standards, design tokens, patterns, templates, and reusable coded assets that deliver a coherent, accessible, responsive, and user-friendly experience across Xponent Hub services.
• Provide technical guidance to developers on architecture, solution design, platform capabilities, coding standards, reuse, security, performance, maintainability, and upgrade considerations, while enabling teams to retain ownership of delivery.
• Lead design and code reviews for higher-risk, shared, or complex solutions; document review outcomes and technical decisions; identify cross-application dependencies; and ensure significant issues are resolved before release.
• Evaluate when to use out-of-the-box capabilities, configure existing components, extend shared assets, or build custom solutions, balancing user needs, delivery effort, platform alignment, technical debt, and long-term supportability.

Strategic Engineering Enablement

• The Lead Developer will also work with the team to explore, define, and deliver the following strategic engineering outcomes:
• Establish a standardised application deployment pipeline to improve release consistency, control, and efficiency.
• Explore and validate a secure approach for transferring ServiceNow Protected Platform (SPP) vibe-coded solutions to the on-premises environment, or, to deploy Build Agent directly onto the on-premises environment.
• Define and implement an appropriate developer role and access model for ServiceNow developers, balancing delivery needs with security and governance requirements.
• Undertake other ad hoc technical explorations, proofs of concept, or short-term assignments as required to address emerging needs and support the App Dev squads.

System Maintenance, Support & Documentation

• Perform sprint-based maintenance, including incident resolution, defect fixes, performance tuning, and enhancements.
• Monitor application health, investigate issues, and resolve incidents in accordance with agreed service levels.
• Maintain functional and technical documentation, including requirements, process flows, solution designs, configuration records, integration specifications, test evidence, deployment guides, and support procedures.
• Create knowledge articles and conduct knowledge transfer to support teams and business users.
• Use operational feedback and sprint retrospectives to improve solution quality, delivery practices, and user experience.

Qualifications

• Minimum 5 years of relevant experience delivering enterprise ServiceNow solutions, including substantial hands-on experience in HRSD and App Engine.

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