PepsiCo - Senior Manager - ServiceNow Development

Role Summary :

The Lead ServiceNow Developer is a senior hands-on technical role responsible for leading complex platform development, guiding developers, reviewing code, enforcing standards and ensuring high-quality delivery across ITSM, HRSD and ESM. The role combines deep development expertise with leadership accountability for technical execution.

This role works closely with Technical Leads, Product Managers, Architects and Scrum teams to translate product priorities into technically sound and maintainable ServiceNow capabilities. The Lead Developer also mentors junior developers and supports global/offshore delivery teams through clear guidance, reusable patterns and high-quality technical documentation.

Key Responsibilities :

ServiceNow Development & Configuration :

- Develop ServiceNow configurations, customizations and enhancements based on approved user stories and technical designs.

- Build and maintain Service Catalog items, Record Producers, catalog variables, workflows, Flow Designer flows and approvals.

- Create and maintain Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, notifications and scheduled jobs.

- Configure forms, lists, dashboards, reports, knowledge articles and employee-facing portal experiences.

- Maintain development documentation, configuration notes and deployment records.

ITSM Delivery :

- Develop enhancements for Incident, Problem, Change Enablement, Request Management, Service Catalog, Knowledge and CMDB processes.

- Support workflow automation, SLA configuration, assignment logic, notifications, templates and reporting requirements.

- Assist with ITSM process improvement by translating functional requirements into platform configuration and scripts.

HRSD Delivery :

- Configure and enhance HR Case Management, Employee Center, Lifecycle Events, Employee Journeys and HR Knowledge capabilities.

- Support confidential HR workflows through proper role, group, data and access-control configuration.

- Improve employee self-service through catalog design, knowledge surfacing, case deflection and digital experience improvements.

ESM Delivery :

- Build enterprise service workflows for Workplace Services, Facilities, Finance, Procurement, Legal and Corporate Functions.

- Develop request intake, approvals, routing, case handling, fulfillment workflows and reporting for non-IT service teams.

- Support expansion of ServiceNow as a shared enterprise workflow platform.

Testing, Deployment & Support :

- Perform unit testing, peer testing and support system, integration and user acceptance testing.

- Prepare update sets or deployment packages in alignment with release management practices.

- Support production troubleshooting, root cause analysis, defect remediation and go-live hyper-care.

- Contribute to upgrades, patching, regression testing and platform health activities.

Qualifications :

Required Qualifications & Experience :

- Candidate should have 9 - 11 Years of total experience.

- 4 - 6+ years of ServiceNow development and administration experience.

- Hands-on experience with ITSM and exposure to HRSD and/or ESM workflows.

- Strong JavaScript knowledge and experience with ServiceNow scripting patterns.

- Experience working with Agile delivery teams, user stories and acceptance criteria.

- Experience developing integrations using REST, SOAP or Integration Hub.

- Bachelor's degree in Computer Science, Information Systems or equivalent practical experience.

Technical Skills :

- ServiceNow : Service Catalog, Flow Designer, ITSM, HRSD, Employee Center, Knowledge, Reports, Dashboards and CMDB fundamentals.

- Scripting : JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, ACLs and UI Policies.

- Web Technologies : HTML, CSS, Angular, AJAX, JSON, XML and web services.

- Integration : REST, SOAP, Integration Hub, OAuth concepts and API troubleshooting.

- Delivery Tools : Azure DevOps or similar backlog tools, release tracking, test documentation and deployment checklists.

Certifications :

- Required : ServiceNow CSA; ServiceNow CAD preferred for hands-on development roles.

- Preferred : CIS-ITSM, CIS-HRSD and ITIL v4 Foundation.