ITSM Lead Engineer - Software Development

Waters GCC is seeking a skilled Sr. ServiceNow Developer to design, develop, and implement solutions on the ServiceNow platform. The role will play a critical part in enhancing IT Service Management (ITSM) capabilities and driving the adoption of NowAssist to improve operational efficiency, incident prediction, and proactive remediation.

What We Offer

• Opportunity to lead cutting-edge AI adoption within Waters GCC.
• Collaborative environment with global IT teams.
• Professional growth through exposure to enterprise-scale ServiceNow implementations.

• ServiceNow Development & Customization
• As a member of the ServiceNow Development team:
• Design and implement workflows, forms, and integrations within ServiceNow.
• Develop custom applications/modules aligned with Waters’ ITSM processes.
• Maintain and optimize Service Catalog, Incident, Problem, Change, and CMDB modules.
• Support upgrades and Proof of Concept (POC) opportunities to expand platform.
• NowAssist Development and Support
• Collaborate with other developers to implement, support and enhance ServiceNow Now Assist workflows. This includes skills and agents across all applications.
• Configure predictive analytics, anomaly detection, and automated remediation workflows.
• Propose agents and agentic workflows to automate repeat processes.
• Monitor performance to improve containment/deflection and triage outcomes. 
• Report on performance and return on AI investments.
• Integration & Automation
• Build and maintain integrations with third-party tools (monitoring, SIEM, endpoint management).
• Implement automation workflows to reduce manual effort and improve response times.
• Governance & Compliance
• Ensure solutions align with ITIL best practices and Waters’ governance standards.
• Support audit readiness and compliance with ISO 20000, ISO 27001, and SOC 2.
• Collaboration & Support

• Partner with global IT teams, vendors, and stakeholders to deliver scalable solutions.
• Provide technical guidance and documentation for ServiceNow enhancements.

Required Skills & Experience

• Five to seven years hands-on experience in ServiceNow development (JavaScript, Glide API, Flow Designer).
• Proven expertise in ITSM modules (Incident, Problem, Change, Request).
• Knowledge of other modules (Hardware Asset Management, Software Asset Management, and ITOM)
• Experience with NowAssist implementations and development.
• Knowledge of integration technologies (REST, SOAP, MID Server).
• Familiarity with ITIL processes and enterprise IT governance.
• Strong problem-solving, analytical, and communication skills.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• ServiceNow Certified Application Developer (CAD) or System Administrator (CSA) preferred.
• Exposure to AIOps platforms and IT monitoring tools is a plus.

Waters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide. 

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.