ServiceNow Engineer – Backend Configuration

Description

At Norstella, our mission is simple: to help our clients bring life-saving therapies to market quicker—and help patients in need.

Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle —and get the right treatments to the right patients at the right time.

Each organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making. Together, via our market-leading brands, we help our clients:

• Citeline – accelerate the drug development cycle
• Evaluate – bring the right drugs to market
• MMIT – identify barrier to patient access
• Panalgo – turn data into insight faster
• The Dedham Group – think strategically for specialty therapeutics

By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. As one of the largest global pharma intelligence solution providers, Norstella has a footprint across the globe with teams of experts delivering world class solutions in the USA, UK, The Netherlands, Japan, China and India.

We are seeking a ServiceNow Engineer with deep backend and configuration experience to support and optimize Norstella's ServiceNow instance for IT ServiceDesk operations. This role is focused on backend engineering, including workflow automation, system integrations, catalog creation, business rules, and custom scripting.

The ideal candidate will improve service delivery, enable self-service efficiencies, ensure data integrity, and provide the technical backbone that powers operational excellence.

• Engineer and maintain robust backend configurations across Incident, Request, Change, Problem, Knowledge, and CMDB modules.

• Design, build, and maintain automated workflows, custom scripts, catalog items, and UI actions that support streamlined ITSM processes.

• Implement backend changes using ServiceNow Studio, Flow Designer, Script Includes, Business Rules, and REST integrations.

• Collaborate with Service Desk leadership and IT Operations teams to understand requirements and translate them into scalable ServiceNow configurations.

• Ensure consistency, accuracy, and automation of data population and maintenance across ServiceNow tables.

• Build and enhance performance dashboards and metrics engines to improve visibility and accountability.

• Maintain and manage custom apps or integrations with other systems (e.g., identity platforms, monitoring tools, asset tracking).

• Participate in testing, promotion, and documentation for all backend changes.

• Adhere to and evolve governance and change management policies for ServiceNow deployments.

• Lead backend implementation of self-service and automation features to reduce ticket
  
  volumes and improve response times.

### Requirement:

• 3–5+ years of experience in backend ServiceNow development, scripting, and configuration.
  
  Hands-on experience with JavaScript, Glide scripting, and REST/SOAP APIs within the ServiceNow ecosystem.
• Strong knowledge of core ITSM modules (Incident, Request, Change, CMDB, Knowledge).
• Experience with ServiceNow Flow Designer, Business Rules, Script Includes, UI Policies, ACLs, and MID Server configuration.
• Familiarity with ServiceNow Studio and App Engine.
• ServiceNow Certified System Administrator (CSA) required; Developer or Implementation
• Specialist certification is highly desirable.
• Ability to manage complex back-end workflows and translate operational requirements into scalable system logic.

Preference of Qualifications:

• Experience working in a multi-team enterprise environment with service delivery SLAs.
• Familiarity with ITOM, Asset Management, or Virtual Agent for back-end configuration is a plus.
• Understanding Agile development, version control, and change request workflows.
• Previous work supporting healthcare or regulated industry is beneficial.
• Experience with JIRA, Git, or other CI/CD tools for ServiceNow development is a plus.

### Benefits:

• Health Insurance
• Provident Fund
• Reimbursement of Certification Expenses
• Gratuity
• 24x7 Health Desk

### The guiding principles for success at Norstella:

01: Bold, Passionate, Mission-First

We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.

02: Integrity, Truth, Reality

We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn't. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.

03: Kindness, Empathy, Grace

We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.

04: Resilience, Mettle, Perseverance

We will persevere – even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.

05: Humility, Gratitude, Learning

We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.

Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people's differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual's abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment.

Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we're just as excited about you.