Job Description :
Job Description
ServiceNow Developer will be part of the IT Service Management team, and be responsible for the analysis, design, engineering, development, and implementation of software projects within the ServiceNow enterprise application suite. This role will provide deep knowledge and understanding with core functionality, ITSM applications, ITOM (Discovery), Orchestration, IT Business Management and Security Operations capabilities. The developer will partner in a collaborative team-oriented environment, with multiple cross-functional teams and stakeholders, delivering digital workflows / solutions to transform the business.
ESSENTIAL FUNCTIONS
Create and maintain documentation as necessary for comprehensive business process, operational, security audits, business requirements, technical specifications, and system architects.
Develop requirements, craft and execute test plans, administer ServiceNow and serve as tier 3 support.
Partner with integrations subject matter expert to use MID servers, web services, email and other relevant technology to integrate tools with the ServiceNow platform.
Monitor health, usage, and performance of ServiceNow.
Adheres to change management policies and procedures, i.e. thorough testing of changes, new applications and instance upgrades in a non-production environment prior to being released in the production environment.
Updates & maintains a comprehensive testing protocol for Service-now instance upgrades with the purpose of certifying all applications for use after the upgrade completes.
Logs technical support incidents, problems and requests into Service-Now.
Monitors incidents assigned to the Administrator.
Provides succinct and pertinent updates to incidents indicating acted upon resolution and communication to user.
Participates in Problems and Knowledge initiatives and other process improvements.
Provides advanced technical support to Support Teams utilizing Service-Now.
Escalates performance issues, unresolvable incidents and service interruptions to Service-now technical support.
Creates and updates incident records in Service-now''s tracking system.
Note: This description is not intended to be all-inclusive. Employee may be requested to perform other duties from time to time.
POSITION QUALIFICATIONS
Competency Statement(s)
Analytical Skills - Ability to use thinking and reasoning to solve a problem
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer Oriented - Ability to take care of the customers'' needs while following company procedures
Decision Making - Ability to make critical decisions while following company procedures
Interpersonal - Ability to get along well with a variety of personalities and individuals
Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems
Self-Motivated - Ability to be internally inspired to perform a task to the best of one''s ability using his or her own drive or initiative
Relationship Building - Ability to effectively build relationships with customers and co-workers
Time Management - Ability to utilize the available time to organize and complete work within given deadlines
Education
Preferred Bachelor''s Degree in related field or equivalent combination of experience and education
ServiceNow System Administration is must and Developer certification is a plus
ITIL Certified strongly preferred
Advanced training courses/certifications in ServiceNow
IT Operations Service Now Administrator Certification preferred
Experience
4 to 6 years of experience with previous development in ServiceNow
Three (3) plus years of related experience in Service-Now application customization using client scripts, Business Rules, UI scripts, etc.
Experience with Web technologies (SOAP, JSON, XML, HTML, JavaScript, AJAX, and Web Services)
Experience with CMDB, Discovery, and integration with other external modules.
Experience with ITOM modules (Orchestration, Service Mapping, Event Management) and ITBM modules (Demand, Project, Agile, Managed Documents) and/or familiarity with Project Management fundamentals is a plus.
Experience with Web Services integration and Java, JavaScript and Glide
Experience in areas preferred: Active Directory; Single Sign-on using: SAML 2.0. & Web Services integrations
Experience documenting code and system processes and procedures in a clear manner.
Integration experience with Active Directory using methods such as LDAP''s
SKILLS & ABILITIES
Strong knowledge of ServiceNow data schema and underlying tables with ACLs for various modules.
Strong understanding of ServiceNow platform and PAAS model with relevance to ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, SFTP, and MID server.
Knowledge and experience with ServiceNow CMDB and Discovery (custom probes and censors)
Strong knowledge of Web 2.0 Technologies (Java Scripting, XML, HTML, AJAX, CSS, HTTPS, etc, PowerShell, SaaS applications, network operations (networks, protocols and email [SMTP]
Strong knowledge of ITIL methodologies and ITSM concepts.
Solid understanding of the application development lifecycle process, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control and deployment.
Excellent analytical, problem solving and troubleshooting skills with the ability to express technical issues to non-technical customers
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to talk or hear.
The employee is frequently required to use hands to finger, handle, or feel.
The employee is occasionally required to stand, walk, and reach with hands and arms and lift.
Specific vision abilities required by this job include close vision.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Entire work time is conducted in an office environment in a controlled atmosphere building.
The noise level in the work environment is usually moderate.