Senior Software Engineer-Service Now developer, ITSM

About this role:
Wells Fargo is seeking a Senior Software Engineer. We are looking for an experienced Senior Software Engineer - ServiceNow Developer with strong expertise in IT Service Management (ITSM) to design, engineer, and optimize enterprise-grade ITSM solutions on the ServiceNow platform. This role focuses on delivering high-quality configurations, customizations, and integrations aligned to ITIL processes and business needs.
In this role, you will:

• Lead moderately complex initiatives and deliverables within technical domain environments
• Contribute to large scale planning of strategies
• Design, code, test, debug, and document for projects and programs associated with technology domain, including upgrades and deployments
• Review moderately complex technical challenges that require an in-depth evaluation of technologies and procedures
• Resolve moderately complex issues and lead a team to meet existing client needs or potential new clients needs while leveraging solid understanding of the function, policies, procedures, or compliance requirements
• Collaborate and consult with peers, colleagues, and mid-level managers to resolve technical challenges and achieve goals
• Lead projects and act as an escalation point, provide guidance and direction to less experienced staff.

Required Qualifications:

• 4+ years of Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:
1. ITSM Module Expertise

• Design, implement, and enhance ServiceNow ITSM modules, including:
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management (RITM/Catalog)
  • Knowledge Management
  • CMDB (ITSM integrations)
• Configure SLAs, workflows, business rules, notifications, and catalog items to improve ITSM process maturity.

2. Custom Development & Scripting

• Develop solutions using:
  • Glide Scripting
  • Business Rules
  • Client Scripts
  • Script Includes
  • UI Policies/UI Actions
  • Flow Designer & Workflows
• Build custom logic to meet ITSM automation, data transformation, and orchestration requirements.

3. Integrations & Automation

• Implement and support integrations between ServiceNow and IT tools (e.g., monitoring, ticketing, CMDB sync, AD, messaging systems).
• Develop REST/SOAP APIs, IntegrationHub spokes, and automated workflows to streamline ITSM operations.
• Collaborate with platform architects for robust, secure, and scalable integration design.

4. Platform Administration & Governance

• Perform platform configuration, ACL management, access roles, and data policies related to ITSM.
• Support instance upgrades, manage update sets, resolve conflicts, and ensure pre/post-upgrade validation.
• Monitor platform health, performance, and adherence to best practices.

5. Technical Leadership & Process Improvement

• Work closely with ITSM process owners to translate ITIL-aligned requirements into technical solutions.
• Provide technical leadership in design discussions, peer reviews, and architectural decisions.
• Mentor junior developers and support team knowledge growth.
• Identify opportunities for automation, optimization, and continuous improvement in ITSM processes.

6. Agile Delivery

• Participate in Scrum ceremonies, backlog refinement, PI planning, and sprint execution.
• Provide accurate estimations, technical feasibility analysis, and risk identification.

Job Expectations:

• Bachelor's or Master's degree in Computer Science, Engineering, or related field.
• 4+ years of experience in ServiceNow development with a strong ITSM module focus.
• Hands-on expertise with:
  • Incident/Problem/Change/Request/Knowledge modules
  • Service Catalog & Record Producers
  • CMDB relationships supporting ITSM
  • Workflows & Flow Designer
• Strong knowledge of ITIL v4 principles.
• Proficiency in JavaScript, Glide APIs, JSON, XML, and ServiceNow UI configuration.
• ServiceNow certifications:
  • CSA - Certified System Administrator
  • CAD - Certified Application Developer
  • CIS - ITSM (highly preferred)
• Experience with ATF (Automated Test Framework).
• Familiarity with DevOps, Git, Azure DevOps, or similar tooling.
• Exposure to ITOM Foundation (Discovery, Event, CMDB enrichment) is a plus.
• Experience working in large-scale enterprise environments.
• Strong communication and stakeholder engagement skills.
• Ability to guide solution design and influence ITSM architecture.
• Analytical thinker with strong debugging and problem-solving capabilities.
• Team player with a collaborative, proactive mindset.
• Opportunity to lead ITSM transformation initiatives.
• Collaborative, dynamic engineering culture.
• Professional development, certifications, and continuous learning opportunities.
• Ability to influence and shape enterprise ITSM strategy.

Posting End Date:
27 Jun 2026
*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.