ServiceNow Platform Developer

ServiceNow Platform Developer

Cooley is seeking a ServiceNow Platform Developer to join the Technology Platforms and Applications team.

Position summary: Cooley Technology embraces a culture of customer service excellence, and all members of the department are expected to move this agenda forward. We are dedicated to leveraging advanced technologies to optimize firm technical operations and deliver impactful business outcomes.

The ServiceNow Platform Developer is responsible for the development, and implementation of ServiceNow solutions across multiple domains. This role focuses on Hardware Asset Management (“HAM”), Software Asset Management (“SAM”), Strategic Portfolio Management (“SPM”), and Security Operations (“SecOps”), including Vulnerability and Incident Response. Additional responsibilities include Employee Center, Workspaces, AI features, HR Service Delivery, and core platform capabilities. The ServiceNow Platform Developer will also support ongoing ITSM processes while delivering new initiatives in Asset Management, SecOps, SPM, and HR.  Specific duties and responsibilities include, but are not limited to, the following:

Position responsibilities:

• Design, configure, and implement ServiceNow solutions with a focus on ITAM
• Experience with ITOM modules (Discovery, Event Management, Service Mapping)
• Implement and enhance SecOps modules (Vulnerability Response, Security Incident Response)
• Manage and maintain ongoing ITSM workflows (incident, problem, change, request)
• Build custom applications, workflows, and integrations following ServiceNow best practices
• Enhance user experience through Workspaces, Employee Center, and AI-powered features
• Automate asset lifecycle management from procurement to decommissioning
• Develop dashboards, reports, and KPIs to provide actionable insights for IT and business leaders
• Collaborate with stakeholders to translate business requirements into technical solutions
• Support upgrades, patching, and continuous improvement of the ServiceNow platform
• Manage HR Service Delivery by automating and improving employee-facing workflows
• Lead development and delivery of SPM to support portfolio planning, tracking, and governance
• Ensure compliance with governance standards, security policies, and performance requirements
•  Provide technical support, troubleshooting, and root-cause analysis for ServiceNow issues
• Stay current with ServiceNow platform releases and recommend adoption of new features
• Work closely with the Technology and Platforms Applications management team to develop short and long-term strategies
• Work with various ServiceNow stakeholders, drive innovation, establish new approaches on improving productivity
• Ensuring 24/7 access to ServiceNow applications that are continually protected and on-line
• Constant tracking bugs, fixes, and testing of mission-critical applications
• Research anomalies and workarounds
• Design proper update and backup procedures, documentation of same, including functioning rollback plans
• Responsible for change control and coordination of the release management process for ServiceNow
• Evaluate and report on the health of firm’s ServiceNow instances
• Ensure platform alignment with the business strategy
• Provide consultative technical leadership to the platform team 
• All other duties as assigned or required

Skills and experience:

Required:

• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
• Ability to work extended and/or weekend hours, as required
• 5+ years direct applicable experience (e.g., technical-related experience specializing in ServiceNow development, architecture, and implementations). Senior level candidates must have 6+ years' experience.
• Expertise in HAM and SAM (ITAM)
• Experience leading SPM and SecOps (Vulnerability Response, Security Incident Response) initiatives
• Experience with CMDB and ITOM (Discovery, Service Mapping, Event Management)
• Proficiency with ServiceNow scripting (JavaScript, Glide API, Business Rules, Client Scripts)
• Strong understanding of ITIL processes (incident, problem, change, asset, portfolio)
• Expertise and experience with ServiceNow and a focus on experience with discovery, and configuration management (CMDB)
• Expertise with scripting languages such as JavaScript, Python, or PowerShell Web service proficiency (REST, SOAP) as well as XML and JSON knowledge
• Experience taking in requirements and coordinating with BA's and developers

Preferred:

• Bachelor’s degree or equivalent in computer science or related information systems experience
• Advanced degree in related disciplines
• Strong technical writing and documentation experience
• Familiarity with HR Service Delivery workflows
• Experience with Service Portal, Catalog Items, Flows/Workflows, and Integrations (REST/SOAP APIs)
• Experience supporting and managing implemented ITSM processes
• ServiceNow expertise (supporting modules, configuration changes, identify performance issues)
• Extremely proficient in ServiceNow as well as experience in interpreting the AJAX/JavaScript code to identify where ServiceNow templates can be used versus customization
• AJAX and Javascript knowledge to interpret code and help provide customization advice
• Strong understanding of SPM (Strategic Portfolio Management)
• ServiceNow certifications (CSA, CAD, ITAM/ITOM/SecOps/SPM Implementation Specialist)Extensive experience as a ServiceNow developer, with proficiency in scoped application development, platform customization, and scripting (JavaScript, Glide API)
• Strong knowledge of ServiceNow ITOM (Discovery, Service Mapping) and ITAM modules
• Proven ability to design and manage integrations with external systems using REST, SOAP, and custom connectors
• In-depth understanding of CMDB data models, relationship mapping, and governance
• Expertise in asset lifecycle automation and alignment with ITIL processes
• Experience with Workspaces, Employee Center, and AI features
• Familiarity with hybrid cloud environments and integration challenges
• Advanced knowledge of asset lifecycle automation and alignment with ITIL practices
• Prior law firm experience

Competencies:

• Outstanding problem solver and ability to lead by example 
• Strong quantitative, analytical, strategic thinking and orientation to detail 
• Relies on experience and judgment to plan and accomplish goals 
• Exceptional customer service, initiative, and get-it-done attitude 
• Self-motivated with a strong desire to contribute to the success of the department and company 
• Communicate effectively at all levels within the organization 
• Flexible and agile, ability to reprioritize with changes in the business 
• Ability to work independently and under pressure in a fast-paced environment 
• Ability to meet deadlines and effectively complete operational and project-based assignments 
• Strong organizational skills including time and task management 
• Attributes expected of all candidates include responsibility, honesty, reliability, initiative, patience, attention to detail, determination, taking pride in one’s work, and a desire to learn 
• Interpersonal skills necessary to interact and work productively as part of the Technology team, delivering high quality services to the firm and our clients 
• Excellent spoken and written communication as well as receptive listening skills, with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences 
• Service oriented mentality, high sense of ownership of the problems and requests assigned, focus on managing and resolving issues in a timely fashion, establishing, and maintaining communication with technology customers to keep them updated with status of their requests, initiating, and performing changes on the production systems and proactively escalating any issues that cannot be resolved within the established timeframes 

Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices. EOE.

The expected annual pay range for this position is $115,000 - $170,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate. Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience.

We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off (“PTO”) and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.