ServiceNow Developer - Self-Service Automation

Roles & Responsibilities:

Provide day-to-day administrative support for the ServiceNow platform, including Employee Center Pro/Service Portal, Knowledge Management (KM), and Virtual Agent

Fulfill service requests, ensuring timely and accurate delivery of solutions to meet user needs

Respond to and resolve incidents related to self-service automation, ensuring minimal downtime and disruption

Perform routine maintenance tasks, including patching, platform upgrades, and system health monitoring

Assist in developing and maintaining knowledge articles within the Knowledge Management module to improve user self-help capabilities

Support customization and configuration of ServiceNow features such as forms, fields, workflows, and notifications

Perform fix of platform issues and collaborate with senior developers or platform owners for advanced issue resolution

Assist with the setup, configuration, and management of Virtual Agent for automated workflows

Monitor platform performance and usage, identifying areas for improvement and making recommendations to optimize system efficiency

Ensure the platform adheres to role-based access control (RBAC) and security protocols

Collaborate with end users to gather feedback on the self-service automation experience and implement necessary adjustments

Provide general support for UI workspace and mobile application usage related to self-service automation, troubleshooting minor issues as needed

Create and maintain detailed documentation for platform changes, updates, and administrative processes for future reference and knowledge sharing

Stay up to date with the latest ServiceNow releases, best practices, and technologies to continuously improve the self-service platform

What we expect of you

We are all different, yet we all use our unique contributions to serve patients.

Basic Qualifications:

• Master's degree with a 1 - 3 years of experience in Computer Science, IT or related field OR
• Bachelor's degree with 3 - 5 years of experience in Computer Science, IT or related field OR
• Diploma with 7-9 years of experience in Computer Science, IT or related field

Must-Have Skills:

• ServiceNow Administration:

  Familiarity with configuring and maintaining Employee Center Pro, Service Portal, and other self-service modules within ServiceNow, including user roles, access control, and portal pages.

• Automation & Workflow Configuration:

  Experience with automation tools like Flow Designer for creating workflows to enhance self-service capabilities and streamline common tasks.

• Knowledge Management (KM) Setup:

  Understanding of Knowledge Management fundamentals, including creating, categorizing, and maintaining knowledge articles, and configuring knowledge base permissions.

• Virtual Agent & Mobile App Configuration:

  Ability to configure and manage ServiceNow's Virtual Agent and Now Assist generative AI for automated interactions, as well as setup and support of mobile apps for accessing services on the go

• Good-to-Have Skills:

• Service Portal Customization:

  Knowledge of HTML, CSS, and JavaScript to make minor customizations to Service Portal and Employee Center Pro for a better user experience.

• Performance Analytics (PA) Reporting:

  Understanding of Performance Analytics to create reports and dashboards that track self-service performance and user satisfaction.

• Scripting Fundamentals:

  Exposure to JavaScript and Glide scripting for minor customizations and troubleshooting within the platform.

• Mobile & Virtual Agent Best Practices:

  Awareness of best practices for mobile app configuration and chatbot (Virtual Agent/GPT) optimization to improve responsiveness and engagement.