ServiceNow Solutions Developer

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Job Title

ServiceNow Solutions Developer

Office Location

London or Birmingham

Department

IT Service Management Applications

Working Hours

35 hours per week, 9:30am to 5:30pm but additional hours may be required.  We are happy to consider agile and flexible working patterns.  Our approach to hybrid working allows for up to 40% of time working from home and 60% working in the office, please contact a member of the recruitment team to discuss further.

Role Overview

This role blends technical and functional ServiceNow expertise with strong business analysis and communication skills to turn agreed business requirements into effective, scalable solutions. The role holder manages their own work with minimal supervision, uses sound judgement where there is no clear precedent, and escalates complex architecture, advanced scripting or specialist engineering decisions to the Principal ServiceNow Developer where needed.

ServiceNow is an enterprise-wide platform supporting Business Teams and functions across the firm, including Information Technology, M&BD, Finance, People, Knowledge, the Office of the General Counsel, Operations and Communications. It operates across one production and four sub-production instances and includes a broad range of ServiceNow products, custom scoped applications and enterprise integrations.

The right candidate has strong ServiceNow expertise and good business acumen and takes a pragmatic, collaborative approach. They are comfortable working with stakeholders to understand the why and how behind a requirement and translating agreed business needs into reliable, user-focused solutions that balance business outcomes, user experience, technical feasibility and long-term platform health.

Key Responsibilities

Specific duties or responsibilities may be reviewed from time to time to reflect changes in personnel and management structure, staff location or services. All members of the firm participate in our Responsible
Business program.

• Work with the ServiceNow Engagement Lead and business stakeholders to translate agreed requirements into functional and technical solution designs, contributing to and, where appropriate, facilitating solution-design workshops.

• Design, configure, develop and implement end-to-end ServiceNow solutions, including Flow Designer workflows, Business Rules, Client Scripts, UI Policies, UI Actions, access controls, notifications, catalog items, forms and applications, through to testing support, deployment and post-implementation support.

• Look for opportunities to simplify and improve business processes through workflow automation, self-service and a better user experience, feeding recommendations into the platform roadmap.

• Design, configure and help embed approved ServiceNow AI capabilities, including Now Assist and AI Agents, into new and existing solutions. Work with the Principal ServiceNow Developer on more advanced agentic use cases and contribute to the platform's AI roadmap.

• Design, develop and support integrations between ServiceNow and other enterprise systems, working with the Principal ServiceNow Developer on complex integrations and technical design decisions.

• Produce and maintain functional and technical documentation, including solution designs, configuration records, technical test requirements and operational support documentation, making sure solutions are secure, scalable, maintainable, performant and easy to upgrade in line with ServiceNow and firm standards.

• Assess the impact of ServiceNow releases, upgrades, patches and new capabilities on solutions within their area of responsibility. Work with the Principal ServiceNow Developer, Test Engineers and ServiceNow Platform Specialist to identify risks, define testing requirements, resolve defects and support deployment and operational handover.

• Provide technical expertise for platform incidents and problems escalated by the ServiceNow Platform Specialist, and share solution-specific documentation, technical guidance and knowledge across the ServiceNow Platform team.

• Work with the ServiceNow Data and CMDB Specialist where solutions create, use or change CMDB or platform data, to keep data quality and governance on track.

• Collaborate across the ServiceNow Platform team, business stakeholders, other IT functions and managed service partners to deliver joined-up services, drawing on a good understanding of the firm's services, processes, policies and operating environment.

• Work within agile delivery practices, including backlog refinement, sprint planning, reviews and retrospectives, and help drive service excellence and continual improvement in how the team works.

• Help build a supportive workplace where colleagues can do their best work, and take part in the firm's Responsible Business programme.

Skills & Experience

Experience

• Typically, at least five years' hands-on experience designing, developing, configuring and implementing ServiceNow solutions across the full lifecycle, from discovery and design through to testing, deployment and operational handover, ideally in a complex, global organisation.

• Very good functional knowledge of the ServiceNow platform, supported by a sound understanding of its architecture and development best practices. Able to engage stakeholders, contribute to solution-design workshops and turn business requirements into effective solutions, explaining the benefits, limitations and technical implications to both business and technical audiences.

• Strong experience configuring Flow Designer, Business Rules, Client Scripts, UI Policies, UI Actions, access controls, notifications, forms and catalog items.

• Experience developing or supporting integrations using REST, SOAP, APIs, IntegrationHub, MID Server and Import Sets, with working knowledge of JavaScript, Glide APIs, HTML, CSS, XML and other relevant ServiceNow technologies.

• Experience building custom scoped applications from scratch and delivering enterprise workflows across multiple ServiceNow product areas, such as Security Operations, Workplace Service Delivery, Contract Management, Discovery and ITSM, including CMDB and external data integration where relevant.

• Experience configuring or implementing ServiceNow AI capabilities is desirable. Candidates should otherwise demonstrate a strong understanding of, and ability to develop expertise in, Now Assist, AI Agents and AI Agent Studio.

• Strong analytical and problem-solving skills, with the ability to apply expertise, assess options and recommend proportionate solutions where there may be no clear precedent.

• Able to recognise when specialist technical input is needed and to manage and deliver work with minimal supervision, balancing competing priorities in a busy, global environment and working within Agile methods, including Scrum.

Qualifications

• ServiceNow Certified System Administrator and / or ServiceNow Certified Application Developer certification, or equivalent demonstrable platform experience, is desirable.

• ServiceNow Certified Implementation Specialist certification in a relevant product area is desirable.

Skills

• Strong written and verbal communication skills, able to explain technical concepts clearly to non-technical audiences and build good relationships across business and technical teams.

• Able to see how individual requirements fit into wider business processes, with a genuine commitment to service excellence, continual improvement and a positive customer experience.

• Happy to share knowledge and give solution-specific guidance to colleagues, helping build a collaborative, supportive team culture in line with the firm's values.

Equal Opportunities Statement

It is the policy of Hogan Lovells Cadwalader to provide equal opportunities for all employees in relation to recruitment, training and promotion. Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of racial or ethnic origin, religion, sex, gender and gender identity, age, sexual orientation, marital and civil partnership status, pregnancy or disability.

Our goal is to embed flexibility across our business by giving everyone the opportunity to work in an agile way, whether as a regular pattern or on an ad hoc basis, and we will be happy to discuss this further.