Sr. Service Now Developer

Team: Engineering

Location: Argentina, Brazil, Chile, Ciudad de Mexico, Colombia, Costa Rica, Paraguay, Uruguay

Commitment: Contractor

Workplace Type: remote

Summary

The Senior Developer is a hands‑on technical leader responsible for designing, building, and extending solutions across the Kelly platform. This role spans CSM, ITSM, HRSD, and SLO modules and focuses on production-proven delivery of scalable, secure integrations and platform features.

You will work across IntegrationHub, MID Server, REST/SOAP APIs, Workflow Data Fabric and Azure DevOps to deliver Now Assist (GenAI) capabilities, Agent Workspace enhancements, and robust integrations to systems such as Workday and PeopleSoft. This is an individual contributor role with leadership responsibilities for code quality, platform governance, and mentoring mid-level engineers.

Responsibilities

• Design and develop advanced configurations and customizations across CSM, ITSM, HRSD, and SLO modules.
• Architect and implement integrations using IntegrationHub, MID Server, REST/SOAP APIs, and Workflow Data Fabric.
• Build and maintain business rules, client scripts, script includes, UI actions, and scheduled jobs using server-side JavaScript and Glide APIs.
• Lead technical design reviews and code reviews, enforcing Azure DevOps stage gates and SDLC standards.
• Deliver Now Assist (GenAI) feature rollouts including AI-assisted case deflection and knowledge article generation.
• Partner with platform administrators on upgrade readiness, patching cycles, and regression test planning.
• Translate complex HRSD, IT Service Desk, and CSM requirements into scalable technical solutions with complete documentation.
• Produce and maintain technical design documents, integration specifications, and operational runbooks.
• Mentor mid-level developers and system administrators on platform best practices, performance tuning, and security hardening.
• Ensure deployments follow Dev > Test > Prod update set pipelines and Azure DevOps release controls.

Requirements

• 5+ years of hands-on development experience in a production enterprise environment.
• Demonstrated delivery across at least three of: CSM, ITSM/HRSD, SLO Management, IntegrationHub, or Service Portal.
• Deep scripting proficiency with server-side JavaScript, Glide API, GlideRecord, GlideSystem, REST message scripting, and transform maps.
• Production integration experience connecting to external systems via REST, SOAP, JDBC, or MID Server, including error handling and retry logic.
• Experience with Workflow Data Fabric or equivalent event-driven integration patterns on .
• Working knowledge of security model including ACLs, roles, user criteria, and data isolation patterns.
• Fluency in Azure DevOps or equivalent SDLC tooling: branching strategy, code review gates, and deployment pipelines for update sets.
• Ability to self-manage delivery across multiple concurrent workstreams in an Agile/Scrum environment without an assigned PM.
• Track record of writing clear, auditable technical documentation and runbooks.
• Bachelor’s degree in Computer Science, Information Systems, or equivalent demonstrated experience.

Nice to Have

• Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) in CSM, ITSM, or HRSD.
• Hands-on experience with Now Assist, AI Search, or other GenAI capabilities on the platform.
• Familiarity with Performance Analytics, reporting frameworks, and executive dashboard design in .
• Experience supporting or leading a major version upgrade (Utah, Vancouver, Washington DC, Zurich or later).
• Exposure to multi-instance architectures and cross-instance data patterns.
• ITIL v4 Foundation or higher with applied experience.
  

  Engagement & Logistics

  • Engagement Length: 6 to 11 months.
  • Time Zone: ET
  • Overtime Required: No
  • Equipment: BYOD (Bring Your Own Device)

    Selection process

    1. Meeting with Resilient Co. team.
    2. Client technical interview
    3. Client interview (Cultural fit)