ServiceNow Developer

About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with over 10,000 entrepreneurial, action and results-oriented professionals in over 40 countries. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are why our people love working at A&M.

For details, please visit the company website: http://www.alvarezandmarsal.com

About A&M Global Capability Center Private Limited

In 2023, A&M established a high-quality global capability center in India. The capability center has dedicated centers of expertise which work with A&M leadership across multiple business units and geographies to enable efficient service delivery to A&M clients.

The GCC is designed to efficiently and innovatively scale client delivery teams to meet ongoing demands. It helps A&M's global business units expand their talent pool in India, allowing them to hire specialized professionals, maintain competitive pricing, accelerate delivery speeds with a hybrid onshore-offshore team, and leverage automation with top-tier digital and analytics talent. The GCC blends industry and consulting professionals across multiple domains to drive change and add value.

Unlike traditional GCC models focused on back-office support, we partner with case teams for end-to-end case delivery and thought leadership. Nearly 90% of our consultants hold advanced degrees, and our leadership team boasts over 1000 years of combined experience. We serve all major markets, including the Americas, EMEA, and APAC, and work across various industries such as Consumer & Retail, Healthcare, Software & Technology, Automotive & Industrials, Hospitality & Leisure, Energy & Natural Resources, and Financial Services.

As we embark on this unique journey, the firm is actively seeking to build a strong, capable team for the center. The GCC is growing rapidly and is already a 600+ member team.

The Team

GESS group at A&M provides critical business support to the firm and encompasses a range of functions including Information Technology, Marketing, Information Security, Insight Centre & Knowledge Management, Corporate Real Estate, Human Resources, and Operations. GESS enables A&M’s client service delivery, go-to-market, risk management and growth goals as a strategic partner.

How will you contribute?

This role reports to the Senior ServiceNow Practice Manager in the Alvarez and Marsal Information Technology department. The ServiceNow Developer will be responsible for core platform/system administration and configuration. Working with internal team members, operational leads, project managers, and stakeholders in gathering and documenting user process/functional/technical requirements to provide ServiceNow platform solutions. For project-oriented development, the

developer must work as part of a larger team to understand and implement specifications, communicate technical issues, and actively participate in functional, technical, and code reviews. This role requires availability during standard U.S. Eastern Time business hours (8:00 AM – 5:00 PM ET).

The ServiceNow Developer has one or more of the following responsibilities:

Software Development:

• Support the development and configuration on various areas including, but not limited to Service Portal, Service Catalog items, Incident, Problem, Change, Knowledge, Configuration Management (CMDB), Reporting/Performance Analytics Design and develop and configure workflows, forms, Develop Custom Scoped Apps

• Follow ServiceNow best practices (including scripting, security, implementation)

• Provide administrative ServiceNow support, including advanced support via troubleshooting, implementing bug fixes and root cause analysis

• Create/Develop functional testing approach, test cases and documentation

• Create and maintain security access using ACLs via advanced scripts, roles, and conditions

• Creates and maintains supporting system documentation for solutions and platform configurations

• Collaborate effectively with other ServiceNow team members to develop solutions and handle general updates and configuration changes/requests

• Identify system deficiencies and recommend solutions

• Maintenance and continuous improvement of the processes, standards, policies, working methods, and tools

• Ensure tool configuration consistency across development, testing, and production environments

• Participate in ongoing production support and end user support of custom ServiceNow applications

• Ability to efficiently and appropriately estimate work effort requirements

• Provide shift flexibility to required business needs such as performing upgrade maintenance on weekends

• Design and develop ServiceNow applications, workflows, and tailored solutions to support our customers, IT operations, and business needs

• Build and maintain automated workflows using Flow Designer, ensuring efficient and scalable process automation

• Develop and maintain scripts using JavaScript with ServiceNow (Business, Rules, Client Scripts, Script Includes, etc.)

Documentation

• Ability to provide technical development plan and project estimations.

• Update training material and technical documentation

Quality Assurance

• Able to create QA/testing strategy including test scripts and perform QA testing

• Work with UAT teams to ensure that work products meet the desired objectives

• Review and provide test case feedback

Other Responsibilities:

• Provide production support (on-call)

• Follow escalation procedures when required

Qualifications

• BA/BS degree in Computer Science, Information Systems, or related field

• Experience in creating technical design prior to development

• Certified ServiceNow Administrator

• Certified ServiceNow Developer

• Must be customer service-oriented; able to work independently

• Must be able to communicate effectively and tactfully with all levels of personnel, both in verbal and written modes; able to pay close attention to detail and understand written and verbal instructions

• Must be able to organize and schedule work effectively

• Must be able to work well under time constraints

• Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned

• Must be able to work flexible hours, including hours beyond the normal schedule when necessary

• Must be able to maintain confidentiality

• Understanding of ServiceNow Enterprise product suite

• Strong understanding of ServiceNow ITSM, HR, and other SNOW modules

• Strong knowledge of SDLC and AGILE

• Ability to work in a team setting

• Strong understanding and experience with third party application integration with ServiceNow through API and data integrations

• UI Builder and Agent Workspace development knowledge

• Strong proficiency in JavaScript and ServiceNow scripting

• Experience with Flow Designer, Workflow, and IntegrationHub

• Experience in SQL, JS, AngularJS, JSON

• Experience in mobile development platform, Ajax, Jelly, Glide, and User Experience

• Excellent written and verbal communication skills

• Analytical skills

• Project management and time-management skills

• Strong problem-solving skills

• Focus on quality and attention to detail

Your journey at A&M

We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person’s unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top-notch training and on-the-job learning opportunities, you can acquire new skills and advance your career. We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high-performing and passionate professionals.