Role Develop complex applications and systems to provide the required functionality for all IT services, including configuration and adjustment of standard software. Provides application maintenance and support services to users or to service delivery functions and contributes to the operations of a dedicated application or application class. Analyze business processes (e.g. HR, Real-estate Services (WSD)), recommending and leading automation, workflow optimization, and process improvements. Integrating further technical interfaces like i.e. SAP SuccessFactors modules and other HR tools such as Succession & Development, HR Learning Management System, External Job Market Oversee the end-to-end operation, maintenance and support of Service Now (platform and modules), ensuring performance, system availability and system security by managing roles, permission, and access controls. Conduct health checks, manage deployments, upgrades and patches to keep the system secure and up-to-date, while implementing enhancements and managing the lifecycle of user stories. Responsibilities: Application Development: Design, develop, and implement custom applications, workflows, and integrations within the ServiceNow platform and modules (HRSD, WSD) to meet business needs in a DoD environment. Support integrations between ServiceNow and other systems e.g. SAP Success Factors, SAP HCM, Security Centre SaaS, Microsoft Office ServiceNow Installation & Configuration: Install, configure, and deploy the ServiceNow platform, ensuring optimal performance and reliability, specifically for both SIPR and NIPR networks. Upgrades: Manage the upgrade process for ServiceNow instances within the DoD environment, ensuring successful transitions to new versions of ServiceNow with minimal disruption and maintaining compliance with DoD security standards. Customization & Configuration: Customize ServiceNow modules, forms, and UI to meet client requirements, including scripting and creating business rules, client scripts, and UI policies. Collaboration: Work closely with cross-functional teams, including business analysts, system administrators, and project managers, to understand requirements and deliver effective solutions. Testing & Troubleshooting: Perform testing to ensure functionality works as intended, and troubleshoot issues to resolve them efficiently. Key Skills: Proven experience with ServiceNow development in enterprise environment including custom applications, UI customization, scripting, and integrations. Glide API for ServiceNow platform integrations and enhancements PowerShell, Python, or Shell scripting Profound knowledge with ServiceNow modules such as Incident Management, Change Management, Service Catalog, and CMDB. Extensive experience with ServiceNow HRSD and/or WSD, including case management, ticketing systems, and HR lifecycle events (On-boarding, offboarding etc.) Experience with ServiceNow installations, upgrades, and platform management. Excellent English Communication Previous Experience & Qualifications: A degree in Computer Science or equivalent or a related discipline; or equivalent work experience
