ServiceNow Developer

  • Full-time

Company Description

Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. Merkle’s expertise has earned recognition as a “Leader” by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. For more information, visit

Job Description

Main tasks

  • You will manage the general support, administration, and maintenance of the ServiceNow platform and associated applications.
  • You will perform daily support and maintenance, work with the functional team to develop solutions in ServiceNow CSM, and coordinate support and development efforts within the admin team.
  • You will work with the ServiceNow functional team to build requested items and tasks, using workflows to manage processes from the customer to the fulfillment teams.
  • You will develop training plans for end-users and customizing the platform to meet evolving organizational needs.
  • You will develop, configure, and improve core and custom applications and work directly with end-users to resolve support issues.
  • You will also monitor the health, usage, and compliance of ServiceNow and develop system integrations and process automation.
  • You will have to create and configure business rules, UI policies, UI actions, client scripts, and ACLs.
  • You will have to create and configure notifications, UI pages, UI macros, script includes, formatters
  • You will guide development of ServiceNow modules to help leaders measure project success by capturing data related to Cost, Schedule, Quality, and Effectiveness.
  • Lastly, you will coordinate application and platform upgrades, load, manipulate, and maintain data between ServiceNow and other systems, and create ServiceNow reports and dashboards.


  • Minimum 2 years of hands-on experience with ServiceNow, especially Customer Service Management, Flow Designer and Integration Hub
  • Experience translating process designs (BPMN) into workflow solutions in ServiceNow
  • Configure and extend (coding) ServiceNow capabilities
  • And shape the design of ICRC's ServiceNow solution,
  • Experience with ServiceNow Robotic Process Automation, Document Intelligence, App Engine a big plus
  • ServiceNow System Administrator Certification is preferred.
  • Knowledge of technical architecture activities
  • Use Microsoft Windows and tools
  • Very good written and spoken English, ability to work and communicate in this language with ICRC support and other remote contacts (providers and editors), through video conferencing (French is a plus)

Additional Information

We do not sponsor work visa.

For those who don't have Portuguese documents (NIF and NISS), we suggest you to search for more information at local country Social Security entities, and on SEF (Serviços Estrangeiros e Fronteiras), for possible roles in Merkle Portugal.


Benefits and perks:

  • The latest Technology & Latest IT tools
  • Software-house environment
  • Agile and Flexible working hours
  • Hybrid work system (remote friendly)
  • Digital nomad policy
  • Focus on career development
  • Health insurance (also included for the household)
  • Mental health support
  • Volunteer experiences and sustainable mindset
  • 25 vacation days + 3 wellness days per year
  • Beers (after 6pm), foosball, and ping-pong! #workhardplayhard
  • Free breakfast every second Monday of the month
  • Employee discounts
  • Team & Company events 🎉

Inclusion & Diversity

We value the strength diversity brings to our business and are working to build a more inclusive workplace through partnerships with Stonewall, Business Disability Forum and Business in the Community's race and gender equality campaigns. We are happy to discuss all flexible and agile approaches to working for all our roles – we can't promise we will offer you everything you want or need but we do promise to discuss it with you openly and honestly.

If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with the recruiter who contacts you.


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