We are seeking a ServiceNow Subject Matter Expert (SME) to lead the development, configuration, and ongoing evolution of our ServiceNow platform. In this role, you will serve as a technical leader and trusted advisor, ensuring ServiceNow is leveraged to deliver scalable, automated, and high-quality IT services across the enterprise.
As the ServiceNow SME, you'll partner with technical and non-technical stakeholders to translate business requirements into robust solutions, drive platform governance, and lead continuous improvement initiatives. You will be hands-on in designing, developing, and implementing workflows, integrations, and custom applications while guiding the team in best practices and platform standards.
This is a strategic role where you'll have significant impact on how we deliver IT and business services globally. You will bring deep technical expertise, excellent problem-solving skills, and the ability to balance operational excellence with innovation.
Key job responsibilities
Platform Ownership & Development – Serve as the ServiceNow SME, designing and developing custom applications, workflows, and automations.
Configuration & Scripting – Customize forms, fields, UI policies, and scripts using JavaScript, Glide API, and ServiceNow development tools.
Process Automation – Create and optimize business rules, flows, and automation scripts to streamline service delivery.
Integrations & APIs – Design, implement, and maintain integrations with external systems (REST/SOAP APIs, MID Servers, third-party tools).
Release & Upgrade Management – Lead platform upgrades, new module deployments, and release cycles while ensuring stability and compatibility.
Governance & Standards – Define and enforce development best practices, coding standards, and platform governance.
Mentorship & Enablement – Coach team members and partners on ServiceNow capabilities, design approaches, and implementation strategies.
Reporting & Analytics – Develop dashboards, performance reports, and data insights to support leadership decision-making.
Cross-Functional Collaboration – Work with infrastructure, operations, and business teams to translate requirements into scalable ServiceNow solutions.
A day in the life
As a ServiceNow Application Developer SME, you will work across IT and infrastructure teams to design and deliver scalable solutions on the ServiceNow platform. Your day will include collaborating with product owners and business stakeholders to translate requirements into workflows, automations, and integrations that improve service delivery.
You will partner with system development engineers on AWS middleware, ensuring integrations with Amazon internal systems are secure and reliable. In addition to building new capabilities, you will support release management, troubleshoot issues, and mentor team members on ServiceNow best practices.
Your work improves how Amazonians access and experience IT services at scale.
Basic Qualifications
Preferred Qualifications
Bachelor's degree in Information Technology, Computer Science, MIS, or equivalent work experience.
Proven expertise integrating applications with external systems via REST/SOAP APIs.
Experience working in Agile (Scrum/Kanban) environments.
Deep understanding of ITSM, ITAM, and related ServiceNow modules.
Certified ServiceNow Administrator (CSA) or higher-level ServiceNow certification.
ITIL Foundation certification or equivalent process knowledge.
Experience leading upgrades, module deployments, and enterprise-scale implementations for applications like ServiceNow, SAP, Salesforce, Workday, Oracle, or Microsoft Dynamics.
Strong communication skills with ability to translate technical concepts to business stakeholders.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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