ServiceNow Communities Developer/Administrator

Join us as a ServiceNow Communities Developer/Administrator
The Software Engineering team delivers next-generation application enhancements and new products for a changing world. Working at the cutting edge, we design and develop software for platforms, peripherals, applications and diagnostics — all with the most advanced technologies, tools, software engineering methodologies and the collaboration of internal and external partners.

What you will do
We are looking for a low code cloud-based SaaS platform Communities Specialist to design, build, and maintain our external customer/internal employee community portal. You will be responsible for the technical health of the Communities module, including forum architecture, gamification logic (badges/points), and the seamless integration of community content into our Knowledge Management and Case systems. Your role is to bridge the gap between technical platform capabilities and a seamless user experience.

 You will:

Community Architecture & Development 

• Portal Design: Develop and maintain the ServiceNow Community Portal using Service Portal, UI Builder, and Seismic. 
• Custom Widgets: Create custom widgets using AngularJS, HTML, and CSS to enhance community engagement (e.g., custom gamification leaderboards, specialized search filters). 
• Integration: Connect Community data with CSM (Customer Service Management) so that forum threads can be converted into support cases when necessary. 

Platform Administration 

• Governance: Configure forum structures, sub-forums, and topic hierarchies. 
• Access Control: Manage granular permissions for different user personas (e.g., customers, MVPs, partners, and internal employees). 
• Gamification: Design and manage the community reputation system, including badges, point levels, and achievement triggers. 

Moderation & Automation 

• Moderation Tools: Configure automated moderation rules using RegEx and keywords to flag inappropriate content. 
• Now Assist Integration: Implement AI-driven features like auto-tagging of posts, AI-generated summaries for long threads, and "Similar Content" recommendations. 
• Harvesting Knowledge: Develop workflows to "harvest" high-quality community solutions and convert them into official Knowledge Base (KB) articles. 

What you’ll need to succeed in this role

Experience: 10+ years of hands-on experience in Community development and administration in an enterprise environment and 3+ years of experience in low code cloud-based SaaS platform; ServiceNow experience is a plus.

• Education: Master’s degree in computer science, Information Technology, or a related field.
• Core Platform: Business Rules, Script Includes, Flow Designer, Access Control Lists, and Data Policies
• Web Technologies: JavaScript, Angular JS, CSS/SASS and HTML5
• Modules: ServiceNow Communities, Customer Service Management, and Knowledge Management or equivalent modules in other community SaaS platform
• UI/UX: Experience with Service Portal and the Now Experience Framework or similar using Angular JS or React JS
• Community-First Mindset: You understand that a technical "fix" must also provide a positive social experience.
• Analytical Skills: Ability to use Performance Analytics to track community health (e.g., time-to-first-reply, deflection rates).
• Collaboration: Ability to work closely with Marketing and Customer Success teams to align the portal’s look and feel with brand standards.
  Additional experience desired
  Certified System Administrator (CSA)
  Certified Application Developer (CAD)
  CIS - Customer Service Management
  ServiceNow Micro Certification: communities
  
  
  #LI-AS1