ServiceNow IT Service Management Developer, Hybrid

Job Description

The IT Service Management Developer plays a crucial role in developing and implementing technical solutions on the IT Service Management platform for the University of Maryland Medical System. The developer will provide administration, application development, maintenance, and technical support using best practice product programming techniques to configure robust solutions to the organization.

The IT Service Management 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 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 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 IT Service Management modules such as HR, ITSM, Discovery, CMDB, Knowledge, and ITOM using configuration and custom JavaScript.
• Coach and train co-workers, and maintain working relationships to coordinate development and maintenance of the IT Service Management 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.