TSM & CSM

ServiceNow Developer

• Participate in the full lifecycle of Application Management, including system enhancements, support, and maintenance, in adherence to service level agreements
• Work on incident management activities like incident logging, triage, tracking, and resolution on a severity basis, and problem management activities of root cause analysis and error handling
• Excellent analytical and communication skills
• Work independently and as part of a team with colleagues at all levels
• Prioritize tasks, proactively raise concerns/questions where appropriate for priority or engagement conflict resolution
• Must be self-directed and able to manage competing priorities and proactively communicate when conflicts arise
• Interact with business stakeholders regularly through meetings, video/teleconferences, and email to understand business processes and business problems
• Identify best practices and implement them in engagements
• Create user stories to document requirements
• Review existing user stories to understand requirements and technical architecture documentation for solution
• Support integrations leveraging point-to-point interfaces, Web Services (REST / SOAP), file-based transfers, etc.
• Configure less complex components of the ServiceNow TSM, CSM solution to meet identified business requirements, process guides, and user stories
• Provide configuration options to meet specific requirements identifying respective pros and cons for each option
• Ensure that ServiceNow standard practices are utilized for all configurations and customizations
• Provide insight and expertise into the ServiceNow TSM,CSM,PI, Now assist & Integration configurations and custom application development
• Responsible for unit testing and end-to-end testing of the fix-related defects and/or enhancements through final deployment across sub-production and production environments

Education:

• Bachelors degree in Software Engineering, Information Systems, Business, or equivalent

Experience:

• Minimum of 2 years of ServiceNow implementation experience in large complex environments is required, preferably with ServiceNow TSM & CSM

Required Qualifications:

• Experience with designing and developing ServiceNow workflows
• Foundational ServiceNow technical skills - UI Policies, UI Macros, UI Pages, Client Scripts, Script Includes, Business Rules, Performance Analytics, Reporting & Dashboards, email notification, ACLs, Import Sets, Transform Maps, and Update sets
• Good understanding of ServiceNow architecture and best practices
• Knowledge and experience with JavaScript, JSON, REST, and SOAP
• Knowledge and experience with HR Service Delivery tools and third-party HR applications such as Workday, SAP/SuccessFactors, and Oracle, etc. using Webservices APIs (REST/SOAP)
• Knowledge and support of ServiceNow upgrade process
• Proficient in Agile development and all phases of the Application Development Lifecycle
• Experience with software development support tools (e.g. Jira, Rally, etc.)
• Certified ServiceNow System Administrator (CSA)

Preferred Qualifications:

• ServiceNow Certified Implementation Specialist (any one or more areas, e.g., ITSM, HRSD, CSM, etc.)
• ITIL and DevOps experience and certification
• Masters degree MBA / MCA / Masters in Software Engineering