ServiceNow Developer (Catalog and Knowledge) Application Support Senior

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it’s at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Continue your career journey where your work contributes to a greater purpose.

Position Overview:

This position will focus on supporting the ServiceNow Request Management (Catalog – Self Service Portal) and Knowledge modules. The Application Support Senior will demonstrate excellent development and best practice skills to deliver functional value in the Service Request and Knowledge Management modules. This role will require Operational support, design and development of approved requirements, and technical support of the ServiceNow platform Catalog and KM modules. The role involves creating and maintaining catalog items, self-service portal, managing workflows for requests, ensuring service delivery aligns with SLAs, and often includes reporting and analytics.

The ServiceNow Developer will demonstrate skills in areas for the development, documentation, and technical support of the ServiceNow platform. This position will focus on designing and delivering technical solutions developed on the ServiceNow platform and adapting existing methods to create possible solutions for Service Request Management (Catalog), Service Portal, and Knowledge areas.

Our Impact:

EOT Service Management team delivers value to our customers by providing solution analysis and execution of platform support to align with Freddie Mac organizational objectives. This role involves stakeholder working sessions, requirements gathering and refinement, creating and maintaining catalog items, self-service portal, managing workflows for requests, ensuring service delivery aligns with SLAs, and often includes reporting

Your Impact:

Perform day-to-day development activities including administration of the ServiceNow system, making approved changes to forms, tables, reports, and workflows. Build, test, and implement new solutions in ServiceNow to meet approved customer requirements. Coordinate with Business Analysts understanding requirements and design, assessing LOE for the work, troubleshoot problems, implement bug fixes and perform root cause analysis.

This role will require a strong knowledge and hands on experience of the IT Service Management Modules and Automation Workflows (Service Catalog kicking off Ansible via Jenkins and other workflows) and enablement of end to end /single ticket effort (outcome-based service offerings). This role also requires a strong architectural knowledge of the Service Now platform.

Qualifications:

• 5+ years of IT and Web Development/Front-End experience, including experience utilizing programming languages such as JavaScript, ServiceNow Scripting, Web Services, Angular JS, CSS, XML, Shell Scripting, REST API.
• Strong knowledge of ITIL and ITSM concepts especially Service Request management (Catalog) and Knowledge Management, Change Management, Configuration Management (CMDB)
• Possessing a Bachelor's of Science in Computer Science, Computer Engineering or related field is required.
• ITIL, SAFe Agile, ServiceNow Certified Application Developer (CAD), ServiceNow Certified Systems Administrator (CSA), or other ServiceNow certifications are preferred.

Keys to Success in this Role:

• Governance and Collaboration: Work with business analysts, peer development and platform team leads and stakeholders to understand requirements and translate them into technical solutions.
• Development and Configuration: Design, develop, and implement ServiceNow intakes for catalog, services, knowledge articles and design workflows, including UI/UX, reports, and dashboards following governance standards
• Integration: Assist with Build and maintaining integrations between ServiceNow and other systems using APIs and web services as related to the catalog and knowledge areas.
• Customization: Customize the ServiceNow platform to meet approved business requirements and optimize user experience.
• Testing and Support:Conduct testing, troubleshoot issues, and provide support to users of ServiceNow applications.
• Adaptability: Willingness to adapt to changing business and technical priorities.

We consider all applicants for all positions without regard to gender, race, color, religion, national origin, age, marital status, veteran status, sexual orientation, gender identity/expression, physical and mental disability, pregnancy, ethnicity, genetic information or any other protected categories under applicable federal, state or local laws. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Freddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs. Information on these benefit programs is available on our Careers site.

This position has an annualized market-based salary range of $107,000 - $161,000 and is eligible to participate in the annual incentive program. The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.