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 workalongside that partner through user acceptance testing, production deployment, and customer cutover before theengagement 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
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 environmentsSupport 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.
US - Pay Transparency $125,000—$165,000 USD For California based applicants, see our CCPA policy here - Privacy Policy
Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to over 1,300 organizations across 104 countries. Founded in 2008, the company specializes in third-party software support services for major enterprise platforms including Oracle, SAP, JD Edwards, and VMware. Spinnaker Support is recognized as the industry's highest-rated provider for third-party software support services and differentiates itself through customer focus, business integrity, exacting standards, and deep technical expertise. The company's international team delivers customized, exceptional services designed to ensure customer operational success.
