ServiceNow IT Service Management Developer, Hybrid

General Summary

The ITSM Developer is responsible for working to develop and implement technical solutions on the ITSM platform for UMMS. The ITSM Developer will provide administration, application development, maintenance, and technical support using best practice product programming techniques to configure robust solutions to the organization using the designated UMMS ITSM platform.

The ITSM Developer will work with a team of Healthcare professionals to deliver solutions involving all aspects of service delivery including ITIL Request, Incident, Problem, Change, Knowledge, Asset, and other modules designed to automate and add meaningful value to the organization. The ITSM Developer will use software development methodologies best practices to conduct requirements analysis, system design, and play a vital role throughout the entire development lifecycle in a high-velocity organization.

Principal Responsibilities and Tasks:

• Work with both department and organizational stakeholders to research, analyze, and implement enterprise-wide solutions/capabilities/enhancements to support the organization's business/mission goals and objectives.
• Create, maintain, and enhance Incident Management, Problem Management, Service Request Management, Change Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign-on (SSO) capability, as well as integrations and workflows supporting operational integrity and ease of use.
• Maintain Forms, Reports, Views, Workflows, Groups, and Roles, including custom Roles when necessary.
• Coordinate application and platform upgrades, including robust and complete test models.
• Troubleshoot and resolve problems; Orchestrate and automate tasks.
• Design and develop solutions that leverage ITSM modules such as HR, ITSM, Discovery, CMDB, Knowledge, and ITOM using configuration and custom JavaScript.
• Coach and train co-workers, and maintain working relationship to coordinate development and maintenance of the ITSM system.
• Lead discovery sessions and process definitions with stakeholders and developers.
• Develop Reports, Dashboards, and analytical reports supporting business objectives and summarization of activities and trends.

Company Description

The University of Maryland Medical System is a 14-hospital system with academic, community, and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women's and children's health, and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you'll enjoy as a member of our team.

Qualifications

• HS Diploma and 3+ years of experience as a ServiceNow Administrator/Developer in an enterprise environment.
• 5+ years of experience in IT Service Management Process, Design, and Administration (may include the 3+ years of experience as a ServiceNow Administrator/Developer)
• 3+ years of RESTful or SOAP web services
• 3+ years of experience with HTML and JavaScript
• 3+ years of experience with the key technologies relevant to ServiceNow integration solutions including: ServiceNow APIs, SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
• ServiceNow Certified Systems Administrator (CSA)

Note: Eligible candidates must possess all qualifications stated in 1. through 6. above.

Preferred Qualifications:

• Bachelor's degree in information systems, Business Administration, or related field
• ITIL Foundations Certification
• Agile Training/Certification
• ServiceNow Certified Implementation Specialist (CIS)
• ServiceNow Certified Application Developer (CAD)
• Asset Management Experience
• ITBM Experience

Knowledge, Skills, and Abilities:

• Strong demonstrated understanding of ITSM configuration process including health, maintenance, building, and configuring UI policies, actions, scripts, pages, and business rules
• Strong demonstrated understanding of the ServiceNow platform and underlying modules
• Strong demonstrated understanding of ITSM processes
• Strong demonstrated ability to build tables, views, dashboards, UI navigation principles
• Strong demonstrated ability to build complex workflow including the use of JavaScript and other configuration scripts in a ServiceNow environment
• Strong demonstrated ability to define SLAs within the environment
• Strong demonstrated ability to create/service catalog items, record generators, orders
• Strong demonstrated ability to create reports and integrating them into distributed dashboards
• Strong demonstrated analysis and problem-solving skills to assess the customer needs and determine appropriate solutions.
• Strong demonstrated ability to create users, roles, and maintain cost-effective and secure user management

Addtional Information

All your information will be kept confidential according to EEO guidelines.