Reporting into the Technical Director of CoE Automation & ITSM
A Senior ServiceNow Developer is responsible for designing, developing, and implementing ServiceNow solutions to meet the needs of the organization. This role involves customizing and configuring the ServiceNow platform, integrating it with other systems, and ensuring optimal performance. The Senior Developer will also lead projects, mentor junior developers, and collaborate with various stakeholders to deliver high-quality solutions.
Primary responsibility will be to ensure the reliability, performance, and availability of software applications by developing and optimizing monitoring tools and processes.
Work closely with cross-functional teams to proactively identify and resolve issues, setup integrations, troubleshoot issues and enhance the overall user experience.
Ensure Standard Development standards are followed in all areas of ServiceNow development & Integrations
Problem-Solving: Excellent analytical and problem-solving skills to address complex technical challenges
Responsibilities
Development & Customization
Lead the design, development, and customization of ServiceNow applications and modules to meet business requirements.
Develop and maintain ServiceNow applications and modules, including ITSM, SPM (Time Card/Sheet Management), and CSM.
Utilize Flow Designer for workflow automation and orchestration.
Create and maintain automation flows
Develop custom workflows, scripts, business rules, and UI policies.
Create and maintain custom reports and dashboards.
Implementation
Oversee the implementation of ServiceNow solutions, ensuring alignment with business processes and objectives.
Conduct requirement analysis, design, and implementation of ServiceNow solutions.
Manage the deployment of new applications and modules including Service Portfolio Management, CMDB & Auto Discovery
Design and develop user-friendly Service Portals and Service Catalog items.
Ensure seamless user experience and functionality.
Manage and enhance ITSM processes and workflows.
Ensure compliance with ITIL standards and best practices
Utilize Service Mapping and Discovery tools to enhance CMDB accuracy and completeness
Implement and manage Knowledge Management processes and tools.
Integration
Develop and manage integrations between ServiceNow and other enterprise systems, ensuring seamless data flow and process automation.
Integrate ServiceNow with other enterprise systems using APIs and integration tools.
Utilize REST/SOAP APIs for integration with external systems.
Ensure data integrity and consistency across integrated systems.
Performance Analytics & Reporting
Implement and manage Performance Analytics to track and report on key metrics.
Create dashboards and reports for various stakeholders.
Technical Leadership
Provide technical leadership and mentorship to junior developers and team members, fostering a collaborative and innovative environment.
Lead code reviews and ensure adherence to coding standards and best practices.
Stay updated with the latest ServiceNow features and functionalities.
Best Practices
Implement and enforce best practices for ServiceNow development, configuration, and administration.
Develop and maintain technical documentation, including design specifications, test plans, and user guides.
Ensure compliance with ITIL processes and standards.
Problem Solving
Address and resolve complex technical issues related to the ServiceNow platform, ensuring minimal disruption to business operations.
Perform root cause analysis and implement corrective actions.
Provide advanced troubleshooting and support for ServiceNow-related incidents.
Stakeholder Engagement
Collaborate with stakeholders to gather requirements, provide updates, and ensure the successful delivery of ServiceNow projects.
Conduct workshops and training sessions for stakeholders and end-users.
Act as a liaison between business units and the IT department.
Documentation
Maintain comprehensive documentation of development processes, configurations, and customizations.
Create and update technical documentation, including architecture diagrams and data flow diagrams.
Ensure documentation is accessible and up-to-date for all team members.
Training & Support
Provide training and support to end-users and administrators, ensuring effective use of the ServiceNow platform.
Develop training materials and conduct training sessions.
Offer ongoing support and guidance to ensure user satisfaction and platform adoption.
Travel
This position has little travel. Under 5% with a target of zero travel.
Requirements
Education
4-year degree from University/College or equivalent experience.
Bachelor’s Degree preferred.
Required Experience & Skills
Minimum of 12 years of experience in ServiceNow administration and development.
Strong technical background, aiming to contribute to the development and growth of the associated organization in a challenging and creative environment.
Experienced in ServiceNow and in all phases of Software Programming, and ITSM process implementation that includes requirements gathering, analysis, design, development, testing, maintenance, and migration. Real-time experience in functional IT Service Management (ITSM) framework and implementation.
Knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development efforts, interacting with vendors and management, and organizing administrator efforts.
Comprehensive understanding of the technical application of Change Management, Incident Management, Problem Management, Service Mapping, Service Catalog, Configuration Management, Reporting, Discovery, and Integrations.
Proficiency in ServiceNow modules: ITSM, SPM, and CSM.
Strong knowledge of ServiceNow Integration and Flow Designer.
Proficient in designing custom flow actions using the flow designer, writing JavaScript code, and utilizing ServiceNow APIs to integrate with external systems.
Designed the ServiceNow upgrades for the organization, including cloning instances, scheduling an upgrade, and fixing issues post- and pre-upgrade.
Expertise in creating and managing Client Scripts, Service Catalogs, Order Guide, Business Rules, UI policies, Ul actions, and Scripts Including SLA and Import sets.
Experience in integrating ServiceNow with other third-party systems and tools has helped to streamline workflows, automate tasks, and improve the overall efficiency of IT operations.
Should be knowledgeable in REST APIs, SOAP, JSON, XML, and other web technologies and deeply understand data integration methods.
Solid understanding of CMDB and ITIL processes.
Excellent communication and collaboration skills, enabling me to work closely with stakeholders, customers, and project teams to ensure successful project delivery.
Involvement in designing and creating scoped applications and generating insights and email alerts in ServiceNow.
Goal-oriented individual with excellent interpersonal, communication, documentation, problem-solving, analytical, and programming abilities in time-sensitive, high-quality, and multitasking contexts.
Additional Experience
Experience on multiple products of ServiceNow largely focused on CMDB, Discovery, ITAM (SAM, and HAM), and HRSM.
Played a vital role in integrating ServiceNow with various systems such as Active Directory, SCCM, JIRA, and AWS.
Experienced in Service Mapping, including discovery, mapping, and visualization of IT infrastructure and services.
Extensive experience in designing, developing, testing, and deploying ITOM solutions.
Experienced in implementing Knowledge Management
Experienced in Asset tracking and monitoring each asset's location, status, and usage to ensure it is being used effectively and efficiently.
