Spinnaker Support is seeking a Senior ServiceNow Developer to design, develop, enhance, and support Customer Service Management (CSM) and case management solutions on the ServiceNow platform. This role is focused on owning and extending an existing ServiceNow CSM/TPSM implementation, reducing reliance on external implementation partners, and ensuring the platform remains scalable, supportable, and auditable.
The ideal candidate brings strong experience in ServiceNow development, workflow automation, integration design, release management, and platform stewardship, particularly in environments where the developer must inherit and improve an instance originally configured by a third party. This role starts while the platform is still being implemented with an external partner. The successful candidate will work alongside that partner through user acceptance testing, production deployment, and customer cutover before the engagement closes, which is the fastest path to full ownership of the platform.
The Senior ServiceNow Developer is responsible for solution build, technical quality, environment promotion, and release ownership. This model mirrors the company’s broader platform operating structure by clearly separating business ownership from technical delivery.
Requirements:
- 5+ years of hands-on ServiceNow development experience
- Experience supporting enterprise-scale ServiceNow implementations in a fast-growing global business
- Strong hands-on experience designing, configuring, developing, and supporting ServiceNow CSM applications and workflows
- Experience inheriting and stabilizing a ServiceNow environment originally implemented by a third party
- Demonstrated ability to review, understand, and improve existing configurations without introducing regression risk
- Experience performing peer review of partner-delivered configuration, update sets, and release artifacts
- Strong experience developing scalable workflows
- Experience enhancing Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, Enterprise integrations
- Able to support working hours with overlap across EMEA or APAC business hours
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- Certified Implementation Specialist, Customer Service Management (CIS-CSM) strongly preferred
- Exposure to ServiceNow AI capabilities such as Now Assist, Predictive Intelligence, or intelligent workflow automation is a plus
Responsibilities:
- Design, build, enhance, and deploy ServiceNow solutions and custom applications using established SDLC standards and out-of-the-box functionality where appropriate
- Translate business requirements into scalable technical solutions in partnership with the Business Analyst, platform stakeholders, and business teams
- Configure and enhance ServiceNow CSM/TPSM modules, workflows, forms, rules, and user experiences
- Review, validate, and improve partner-delivered configuration for quality, maintainability, and adherence to internal standards
- Troubleshoot and resolve platform defects, workflow issues, and performance bottlenecks
- Maintain platform integrity across production and non-production environments Support UAT, release readiness, and Change Review Board processes
- Work closely with the Business Analyst and business stakeholders to triage and resolve defects, support testing and user validation
We are committed to fair and equitable compensation practices. As such, compensation will ultimately be in line with the labor market data, and the location in which the position is filled. Final compensation for this role will be determined by various factors such as education, experience, knowledge, skills, and abilities of the candidate, and alignment with labor market data and geographic location.
For California based applicants, see our CCPA policy here - Privacy Policy
Skills Required
- 5+ years of hands-on ServiceNow development experience
- Experience supporting enterprise-scale ServiceNow implementations in a fast-growing global business
- Strong hands-on experience designing, configuring, developing, and supporting ServiceNow CSM applications and workflows
- Experience inheriting and stabilizing a ServiceNow environment originally implemented by a third party
- Ability to review, understand, and improve existing configurations without introducing regression risk
- Experience performing peer review of partner-delivered configuration, update sets, and release artifacts
- Strong experience developing scalable workflows
- Experience with Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, and enterprise integrations
- Availability to support working hours with overlap across EMEA or APAC business hours
- ServiceNow Certified System Administrator (CSA) certification
- ServiceNow Certified Application Developer (CAD) certification
- Certified Implementation Specialist, Customer Service Management (CIS-CSM) certification
- Exposure to ServiceNow AI capabilities such as Now Assist, Predictive Intelligence, or intelligent workflow automation
What We Do
Spinnaker is the premier global provider of on-premise and cloud-based enterprise software support services. Mid-size to Fortune 100 global enterprises and public sector organizations that run Oracle, SAP, and Salesforce software turn to us for third-party support, managed services, and/or consulting services. Our exacting standards, proven processes, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. The type of services we provide for our customers are critical to their successful operation. We monitor, maintain, enhance, and secure their software through changing business conditions to ensure it is always operating at peak performance. In 2021, we announced Ultimate support Guarantee, our commitment to delivering a high-quality support experience to our customers and the first and only such Guarantee in the market. We embrace and resolve complex challenges that others in our industry shy away from – and we always do it at a fair price
