Developer – ServiceNow

Job Description

The successful candidate will work closely with business units to analyze and document business processes and requirements and to implement changes to supported applications as needed. Key ServiceNow modules include Incident, Problem, Change, CMDB, Discovery, Release, Procurement, Knowledge, Service Catalog, Asset Management, Security Incident Response, Vendor Risk Management, Vulnerability, Orchestration, Performance Analytics, and several custom integrations.

• Consult with business units to identify, analyze, refine, and document business requirements, create and modify policies, templates, and other business-related information in complex applications
• Analyze and test proposed changes to business-related application information
• Resolve data issues causing problems within applications
• Troubleshoot, research, and analyze application-related issues and questions
• Assist in identifying requirements for testing, develop test plans and scripts, assist in coordinating testing, and documentation of test results
• Build application and vendor integrations that support business process and workflow automation
• Perform post-deployment validation for complex applications
• Work closely with application administrators to understand the impact of work
• Liaise with the Enterprise Architect team to align solutions to company standards
• Serve as a liaison among development teams, application services, and the business, including functioning as a subject matter expert (SME)
• Consult with vendors on technical aspects of assigned applications Responsibilities
• Collaborate with business stakeholders to gather requirements and translate them into functional specifications
• Design, develop, test, and deploy software solutions that meet business needs and standards
• Ensure high-quality delivery of software solutions that meet customer expectations
• Develop and maintain technical documentation to support software solutions
• Participate in agile project planning and execution
• Provide training and support to customers on new software solutions Requirements
• Bachelor's degree in Computer Science, IT, Business Administration, Commerce, or a related field
• A minimum of 5 years' experience leading a customer service function in a fast-paced, multi-project and multi-customer IT environment
• ITIL Certification is preferred
• Experience working with ServiceNow ticketing system
• Experience with development and implementation of ServiceNow ITSM modules
• Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management, or other ITSM applications
• Experience with extending the ServiceNow schema to custom applications
• Experience with other ITSM software
• Strong facilitation, coordination, and interpersonal skills
• Ability to raise, resolve, and close issues to the satisfaction of all stakeholders

The position requires a strong understanding of ServiceNow and IT service management principles, as well as excellent communication, leadership, and collaboration skills.