Job Description

As a ServiceNow Developer, you will perform configuration, development, support, and maintenance of the ServiceNow implementation. You would work with internal and external stakeholders to understand, propose, and deliver digital transformation solutions, with an emphasis on request fulfillment, automated workflows through ServiceNow Service Catalogs, and key ITIL processes such as Request, Incident, Problem, Change, Knowledge, and related modules. The ideal candidate will possess a deep understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Public Sector Digital Services (PSDS), Customer Service Management (CSM), HR Service Delivery (HRSD), Strategic Portfolio Management (SPM) and related ServiceNow modules, possess deep subject matter expertise related to ServiceNow platform, and have experience supporting government clients within HHS, CMS, DOD, and other federal agencies

Please note: Applicants must reside in Alaba ma

Primary Responsibilities

• Support the standup, configuration, and implementation of ServiceNow modules, including ITSM, ITOM, HRSD, CSM, PSDS, SPM, and others as required
• Create and maintain Forms, Reports, Views, Workflows, Groups, and Roles
• Create, maintain, and enhance Dashboards and reporting, including scheduled repo
• Create and configure tool integrations with ServiceNow (Elastic, Netcool, Kafka, etc.)
• Coordinate and support application and platform upgrades
• Assist with the design, creation, and cataloging of business process flows
• Work with other members of the ServiceNow development team to propose solutions based on business needs and strategy
• Perform the necessary tasks to design and configure ServiceNow functions to meet operational needs
• Support business process re-engineering activities to move ticketing and order management capabilities into ServiceNow
• Identify trends and find patterns in unstructured and semi-structured customer data that can be used to create a more positive customer experience and increase overall network performance
• Interact with the customer to address Systems Engineering technical considerations and associated problems, issues, or conflicts
• ctsDeveloping, configuring, and customizing the ServiceNow platform to fit business requirements
• Troubleshoot and resolve problems
• Orchestrate and automate tasks
• Responsible for the design and build of ServiceNow Applications and integration to other applications and platforms, including architecture, languages, best practices, and methodologies in an Agile Scrum environment
• Provide strong development and project on-track and on-task, and collaborate on an ongoing project in both new development and enhancements between engineers, developers, analysts, and other team members
• Follow, maintain, and apply documentation best practice policies, procedures, and processes throughout ServiceNow development
• Collaborate with cross-functional teams to gather input to support ongoing business needs for Service Now configuration, implementation, and support
• Review and apply any additional UI/UX requirements from the external and internal teams, and align with ServiceNow development
• Utilizes available programming methodologies and languages and adheres to coding standards, procedures, and techniques while contributing to the technical code documentation
• Support data migration as needed
• Design and implement solutions following established Configuration Management policies and standards
• Integrate data from multiple data sources into a unified CMDB, ensuring data quality and integrity are maintained
• Willingness to further grow and enhance skillset from more senior developers throughout each project

Required Qualifications

Education :

Bachelor's degree in a technical field such as System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline, or equivalent experience/combined education, with 4-8 years of professional experience; or 2-6 years of professional experience with a related Master's degree. Additional experience may be accepted in lieu of a degree.

Certifications (Must hold the following certifications)

• ServiceNow Certified Application Developer
• (CAD)ServiceNow Certified System Administrator
• (CSA)At least 2 ServiceNow Certified Implementation Specialist (CIS) certifications, showcasing deep expertise in multiple ServiceNow areas such as ITSM, ITOM, HRSD, PSDS, CSM, or SecOps .

ServiceNow Expertise:

• Minimum: At least 3 years of experience with the design, development, and support of technology infrastructure
• At least 2 years of ServiceNow development
• Familiarity with Performance Analytics, Service Portal, and Flow Designer within ServiceNow.
• Experience with ServiceNow upgrades

Advanced Development Skills:

• Proficiency in AngularJS and Portal Development to customize user experiences.
• Expertise in ServiceNow Development APIs for building custom solutions

Methodology

• Experience with Agile methodologies and project management practices

Client-Facing and Presentation Skills

• Comfortable presenting to large audiences, including senior leadership, government clients, and stakeholders
• Ability to explain complex technical solutions in clear, non-technical terms

Other Qualifications

• The qualified candidate shall possess excellent customer service skills and the ability to work independently, prioritize tasks, schedule, and complete multiple assignments
• Ability to multitask and self-assign work in a fast-paced environment
• Strong communication skills that enable proactive and effective collaboration with a virtual team, including the ability to clearly articulate status and present to both customers and program leadership. Candidate shall have the ability to develop and present management-level briefings
• Demonstrate potential and willingness to learn and adapt to rapid changes in technology
• Open to receiving mentoring from senior developers and subject matter experts

Preferred Qualifications

• Exposure to ServiceNow applications like Telecommunication Management System (TSM), Telecommunications Network Inventory (TNI), Order Management Telecommunications (OMT) modules, etc.
• Experience with JIRA, Git, and Confluence
• Understanding of ITIL foundation or ITIL certification
• AWS cloud and ServiceNow certifications
• Experience working with large software systems, including hardware integration and testing
• Experience working with multi-disciplinary technical development teams
• Experience moving from a legacy application to a new application
• Experience applying test automation, test-driven development, continuous integration, and continuous deployment to achieve built-in quality by the team
• Experience using Kanban to improve flow on support teams
• Experience with DevOps/DevSecOps and CI/CD implementation

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