Job Description

ServiceNow Development/Engineering/Architecture areaCreate, configure and customize workflows and applications on the ServiceNow platform and ensure system performance through regular maintenance. Develop integrations with external systems using REST/SOAP APIs to enhance functionality. Write and debug client scripts, business rules, and UI policies to maintain system functionality and improve user interactions. Work closely with stakeholders and team members to gather requirements, provide development time estimations, and ensure solutions aligned with business need. Participate in testing phases, including UAT, to ensure the quality of developed solutions. Strong knowledge all ServiceNow core application suits: ITSM, HRSD, CRM, IRM, SecOps, ITOM, Discovery, ITAM, SPM etc. Implementation and configuration ServiceNow AI solutions - VA, AI Agents, Predictive Intelligence etc. Implementation and configuration of ServiceNow SPM solutions - Project, Program, and Portfolio Management, Resource and Financial Planning, Demand and Timesheet Management, Agile Development, Lean Portfolio Management, Digital Product Management, Test Management etc. Process and configuration improvements to help drive a better understanding around AIOps and ITOM with strong focus on the following areas:

Optimal Event Management configuration (specifically binding and qualification, correlation, event noise suppression and leveraging machine learning) Navigation of Metric Explorer (specifically agent, database and dashboard challenges inhibiting effective and timely information gathering) General Process and Product Knowledge (intended to help us understand best practices and process dependencies, order of operations, etc.) Determination of Root Cause and drive toward automated resolution (intended to drive a faster mean time to restore service in an outage situation) Devise a strategy to deploy service operations (whereas a top-level red/yellow/green status of business services can be deployed and monitored, likely in conjunction with Service Mapping and concurrent CMDB improvements) Event management for services and associated dashboards HLA, associated dashboards and recommended metrics High value alerts, making changes to alerts and understanding where alerts are coming from Agents review - update out of date agents and troubleshoot agents with errors. Discovery jobs review - review errors, troubleshoot credentials/access.


ServiceNow Business Analysis areaAnalyzing, designing and implementing business processes and workflows within ServiceNow. Collaborating with stakeholders to gather and analyze business requirements. Translating business needs into technical specifications and user stories. Conducting gap analysis and recommending solutions to meet business objectives. Designing and documenting business processes and workflows in ServiceNow. Identifying opportunities for process improvement and automation. Ensuring best practices and compliance with company policies and industry standards. Working with developers to ensure requirements are understood and implemented correctly. Assisting in configuring ServiceNow applications based on business requirements. Participating in testing, including writing test cases and conducting user acceptance testing (UAT). Serving as a liaison between business units, IT, and the ServiceNow development team. Facilitating meetings and workshops to gather and refine requirements. Creating and maintaining comprehensive documentation for processes, workflows, and solutions. Developing training materials and conducting training sessions for end-users. Developing and maintaining dashboards/reports to monitor performance and usage of ServiceNow applications.


Required Skills and QualificationsTechnical Skills: Proficiency in JavaScript, HTML, CSS, and AJAX; experience with ServiceNow APIs; familiarity with low-code tools like Flow Designer. Education: A degree in Computer Science, Information Technology, or a related field. Certifications: Relevant certifications such as ITIL v3/v4, ServiceNow Certified Application Developer, CSA, Implementation Specialist or similar. Experience: At least 5 years of prior experience in software development and business analysis, particularly within the ServiceNow platform. Familiarity with ITIL standard and CSDM framework.

Qualifications

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