IT Service Management Specialist

ServiceNow ITSM Expert

A leading organization seeks a highly skilled ServiceNow ITSM expert to join their team. As a ServiceNow ITSM expert, you will be responsible for the design, development, and implementation of ServiceNow's ITSM, OMT, TSM, and TSOM modules.

Key Responsibilities:

• Configure and implement ServiceNow's ITSM, OMT, TSM, and TSOM modules.
• Create and maintain Forms, Reports, Views, Workflows, Groups, and Roles.
• Design and develop Dashboards and reporting, including scheduled reports.
• Integrate tools with ServiceNow (Elastic, Netcool, Kafka, etc).
• Coordinate and support application and platform upgrades.
• Assist with design, creation, and cataloging of business process flows.
• Work with other members of the ServiceNow development team to propose solutions based on business needs and strategies.
• Perform necessary tasks to design and configure ServiceNow functions to meet operational needs.
• Support business process re-engineering activities to move ticketing and order management capabilities into ServiceNow.
• Identify trends and patterns in unstructured and semi-structured customer data that can be used to create a more positive customer experience and increase overall network performance.
• Interact with customers to address Systems Engineering technical considerations and associated problems, issues, or conflicts.
• Develop, configure, and customize the ServiceNow platform to fit business requirements.
• Troubleshoot and resolve problems.
• Orchestrate and automate tasks.
• Responsible for the design and build of ServiceNow Applications and integration to other applications and platforms.
• Provide strong development and project management skills and collaborate on an ongoing project in both new and enhancements development between engineers, developers, analysts, and other team members.
• Follow, maintain, and apply documentation best practice policies, procedures, and processes throughout ServiceNow development.
• Collaborate with cross-functional teams to gather input to support ongoing business needs for Service Now configuration, implementation, and support.
• Review and apply any additional UI/UX requirements from external and internal teams and align into ServiceNow development.
• Utilize available programming methodologies and languages and adhere to coding standards, procedures, and techniques while contributing to the technical code documentation.
• Support data migration as needed.
• Design and implement solutions following established Configuration Management policies and standards.
• Integrate data from multiple data sources into a unified CMDB, ensuring data quality and integrity are maintained.
• Willingness to further grow and enhance skillset from more senior developers throughout each project.

Requirements:

• US Citizenship required.
• Active security certification that meets DOD IAT level II or higher.
• Must hold an active DoD Secret clearance.
• Bachelor's degree from an accredited college in a related discipline or equivalent experience/combined education.
• At least 8 years of professional experience with technology infrastructure design, development, and support.
• At least 5 years of ServiceNow development experience.
• Experience with ServiceNow upgrades.
• Excellent customer service skills and ability to work independently.
• Ability to multi-task and self-assign work in a fast-paced environment.
• Strong communication skills to effectively collaborate with virtual teams.
• Demonstrate potential and willingness to learn and adapt to rapid changes in technology.
• Open to receiving mentoring from senior developers.

PREFERRED QUALIFICATIONS:

• ServiceNow Certified Application Developer.
• Experience with Agile development and testing methodology.
• Familiarity with ServiceNow applications like Telecommunication Management System (TMS), Telecommunications Network Inventory (TNI), Order Management Telecommunications (OMT) modules, etc.
• Experience with JIRA, Git, and Confluence.
• Understanding of ITIL foundation or ITIL certified.
• AWS cloud and ServiceNow certifications.
• Bachelor's degree in a technical field like System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline.
• Experience working with large software systems including hardware integration and test.
• Experience working with multi-disciplinary technical development teams.
• Experience using SAFe as the agile development methodology.
• Experience moving from a legacy application to a new application.
• Experience applying test automation, test-driven development, continuous integration, and continuous deployment to achieve built-in quality by the team.
• Experience using Kanban to improve flow on support teams.