ServiceNow Developer

Your Role:

The ServiceNow Developer, reporting to the Director of Service Management, will be instrumental in developing, configuring, and maintaining the ServiceNow platform within the Digital Solutions team, ensuring seamless support for employees and contractors. This role is pivotal in advancing ITSM, Discovery, CMDB/CSDM, ITOM, complex integrations, Employee Center, and Now Assist. Collaborating with cross-functional teams, you will design scalable solutions, streamline business processes through automation, and enhance the overall user experience.

The ServiceNow Developer should have a deep understanding of configuring and managing SAM, ITOM Discovery and CMDB within the CSDM framework.

Your Opportunity:

ServiceNow Development & Configuration

• Design, develop, and maintain ServiceNow applications, modules, and workflows to meet organizational needs.
• Implement ITSM best practices and enhance Incident, Problem, Change, and Request Management processes.
• Develop, configure, and optimize Employee Center and Now Assist to enhance self-service capabilities.

Integrations & Automation

• Develop and manage integrations between ServiceNow and third-party applications using REST, SOAP, MID Server, Integration Hub, and Spokes.
• Configure Discovery and CMDB, ensuring accurate data collection and relationship mapping.
• Leverage Flow Designer, Orchestration, and Automation to streamline business processes.

Scripting & Performance Optimization

• Write and maintain scripts using JavaScript, GlideScript, Business Rules, Script Includes, and Client Scripts.
• Enhance system performance, troubleshooting issues, and optimizing workflows for efficiency.
• Stay current with ServiceNow upgrades, ensuring platform stability and security.

Testing & Quality Assurance

• Develop and implement automated and manual testing strategies for ServiceNow solutions, ensuring functionality, performance, and security requirements are met.
• Conduct regression testing before major platform changes, upgrades, and new feature deployments.
• Collaborate with stakeholders to perform User Acceptance Testing (UAT) and resolve defects promptly.

Upgrade & Patch Management

• Plan, coordinate, and execute ServiceNow upgrades and patching, ensuring minimal disruption to business operations.
• Assess the impact of new ServiceNow releases, validate compatibility, and apply necessary updates to custom applications and integrations.
• Maintain a sandbox environment for testing new features and updates before production deployment.

User Experience & Governance

• Develop and maintain the Service Catalog, including catalog items, order guides, and approval workflows.
• Implement security and role-based access control (RBAC), ensuring compliance with data protection policies.
• Create reports, dashboards, and performance analytics to provide insights into system usage and efficiency.

Collaboration & Continuous Improvement

• Engage with stakeholders across IT, HR, Legal, and Sales to understand requirements and translate them into actionable ServiceNow solutions.
• Maintain comprehensive documentation of configurations, customizations, and system updates.

What You'll Need:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• 5+ years of experience in ServiceNow development, configuration, and administration.
• Strong hands-on expertise in ITSM, Discovery, and Integrations.
• Experience working with ServiceNow Employee Center and Universal Requests.
• Proficiency in JavaScript, GlideScript, Business Rules, Script Includes, Flow Designer, and API integrations.
• Hands-on experience with CMDB and Discovery probes & sensors.
• Strong understanding of ServiceNow data model, ACLs, and access control.
• ServiceNow Certified System Administrator (CSA) or Certified Application Developer (CAD) is a plus.
• Familiarity with ITIL, Agile methodologies, and DevOps practices.
• This role follows India office hours, concluding at 6:30 PM IST. While regular work will align with these hours, the role holder should be available outside of these times in case of emergencies or during important project deliveries

And Ideally:

• Experience with Virtual Agent, Predictive Intelligence, and Mobile App development.
• Strong problem-solving and analytical skills.
• Excellent communication and stakeholder management skills.
• Prior experience with ServiceNow upgrades, patching, and instance management.
• Familiarity with automated testing frameworks like ATF (Automated Test Framework) in ServiceNow.

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