Job Description

JOB PURPOSE

The SNOW Senior Developer is responsible for designing, developing, and configuring solutions within the ServiceNow platform to support IT Service Management (ITSM) and business processes. This role involves collaborating with stakeholders, understanding requirements, and delivering efficient and effective ServiceNow solutions.

Key Responsibilities

· Customize and configure the ServiceNow platform to meet the organization's ITSM and business process needs.

· Develop and maintain ServiceNow modules, including Incident Management, Change Management, and Service Catalogue.

· Integrate ServiceNow with other systems and tools to facilitate data flow and automation such as: ERP, CRM, SMS, etc.

· Design and implement workflow automation within ServiceNow to streamline IT and business processes.

· Write and maintain scripts (e.g., JavaScript, Glide) to enhance ServiceNow functionality.

· Design user-friendly and intuitive ServiceNow UIs for various stakeholders.

· Customize forms, lists, and UI components to improve user experience.

· Create and maintain reports, dashboards, and data visualizations within ServiceNow.

· Analyse data in ServiceNow to identify trends and insights for process improvement.

· Provide support and troubleshooting assistance to ServiceNow users.

· Develop and deliver training programs to educate users on ServiceNow capabilities.

· Maintain comprehensive documentation of ServiceNow configurations, workflows, and best practices Maintain confidentiality in all matters related to work and information.

· Perform any other duties assigned to him/her related to the nature of the work.

· Configures and customizes the ServiceNow platform according to business requirements. This includes setting up user roles, permissions, workflows, forms, and other platform components.

· Provides recommendations for platform configuration and develops solutions as required.

· Troubleshoots technical issues, investigates root causes, and implements solutions to ensure the platform's stability and performance.

· Manages user roles, groups, and permissions to ensure data security and appropriate access levels within the platform.

· Integrates ServiceNow with other systems, applications, and tools to facilitate data exchange, streamline processes, and improve efficiency.

· Creates and manages reports, dashboards, and analytics to provide insights into key performance indicators (KPI's), service levels, and process efficiency.

· Adheres to ITSM and ServiceNow best practices, standards, and governance policies to ensure consistency and alignment with organizational goals.

· Identifies opportunities for process optimization, automation, and enhancement of the ServiceNow platform to drive efficiency and value.

· ServiceNow implementation and system administrator experience (hands-on configuration)

· Enhance and customize existing ServiceNow modules and design service catalogues.

· Maintain CMDB (discovery, service mapping) and integrations with other systems.

· Provide project leadership and project coordination.

· Produce and assemble business requirements documents, functional requirements documents, and solution design documents.

· Provide Technical training for Junior engineers and Customers.

· Manages the incident and request management processes, ensuring proper categorization, prioritization, assignment, and resolution of incidents and service requests.

· Collaborates with ServiceNow vendors, support teams, and consultants to address technical challenges and obtain necessary assistance.

· Other duties as assigned.

Important Requirements and Knowledge

· Strong knowledge of the ServiceNow platform, including ITSM, IT Operations Management (ITOM), and IT Business Management (ITBM) modules, DevOps, CSM, ITAM.

· 5+ years of related experience

· 2-3 years in a supervisory (preferred)

· Experience with ServiceNow integrations using REST, SOAP with higher security authentications like mutual auth.

· Experience working in setting up multiple SSO like ADFS, third party service provider.

· Experience integrating with tools to federate data into the CMDB.

· 5+ years of ServiceNow development & administration experience. Extensive proficiency in configuration, architecture, and customization of the ServiceNow platform.

· Extended experience with web services, including REST, SOAP, JSON, or XML.

· Extended experience with scripting languages (e.g. JavaScript)

· Proficiency in ServiceNow scripting languages (JavaScript, Glide).

· Experience with ServiceNow workflow automation and orchestration.

· Knowledge of ITIL (Information Technology Infrastructure Library) best practices is a plus.

Education and Experience

· Bachelor's degree in computer science, Information Technology, or a related field (ServiceNow certifications, such as Certified System Administrator, are a plus).

· Proven experience as a ServiceNow Developer or similar role, with a minimum of 6+ years of experience.

Professional Certificates

· ServiceNow CSA (Certified Systems Administrator). (Preferred)

· ServiceNow CIS (Certified Implementation Specialist), CAD (Certified Application Specialist). (Preferred)

Job Specific

Skills/Competencies

· Familiarity with ServiceNow UI customization and design.

· Excellent problem-solving and analytical skills.

· Strong communication and interpersonal skills.

· Ability to work collaboratively within a team and with stakeholders.