ITSM Developer

Added: 27/08/2021

REF: 13866

Contract: Permanent

Location: New York, Ireland

The Developer ITSM tool Application is part of the team responsible for the analysis, design, development and support of ServiceNow. The Developer will possess knowledge and hands-on skills to adapt ServiceNow to specifications.

The Developer will work closely with business and functional analysts, peers, application analysts, IT Service Management and the Senior Engineer – Configuration and Asset to assess specific requirements and match them to available technical solutions in ServiceNow. The Developer should be able to maintain a thorough understanding of ServiceNow best practices and Web Development fundamentals while developing or configuring workflows, forms and integrations.

Essential Responsibilities

  • Administering, configuring and developing capabilities to configure the ServiceNow platform to align with IT Service Management policy, process and procedures.
  • Ability to develop and configure applications using ServiceNow, and JavaScript technology; Build Workflows and write automated scripts
  • Design, Development and Implementation of ServiceNow customization including, but not limited to: core setup, workflow administration, reporting, data imports, custom scripting, and third-party software integrations
  • Developing and configuring the ServiceNow platform user interface, screen elements, work flows, mobile interfaces, plugins and branding.
  • Ability to translate business requirements into technical requirements and then build / configure solutions to address the business requirements
  • Integrate with identified monitoring and Discovery tools for population of the CMDB and proactive Incident prevention / reporting
  • Configuring and maintaining application security across all modules and interfaces.
  • Configuring and implementing ServiceNow scripts in the form of business rules, client scripts, UI actions and UI policies.
  • Identify and Troubleshoot Issues in ServiceNow and recommend solutions keeping the long-term usability perspective
  • Assisting with identifying and implementing orchestration for IT automation.
  • Create and maintain design specifications, architectural diagrams, and process diagrams supporting and communicating changes to ServiceNow platform applications
  • Maintain pace with ServiceNow versioning and new features
  • Perform upgrades and customizations of ServiceNow platform applications based on guidance from project manager, architects, ITSM manager and customers
  • Develop training materials and provide end-user or IT technician training on using ServiceNow
  • Maintain a sound understanding of the ServiceNow Architecture and design methodologies
  • Ability to execute all phases of the software development life cycle
  • Developing, building, testing, deploying and updating alerts and notifications using e-mail and other messaging capabilities within the platform.
  • Provide on-call support for ServiceNow as needed
  • Other duties as assigned

Minimum Experience and Qualifications

  • Bachelor’s Degree in Computer Sciences or related field
  • Demonstrable understanding of ITIL best practice
  • Four (4) years of experience developing on the ServiceNow platform including creation and/or customization of the core applications such as Asset, Configuration, Incident, Change, Service Request, Service catalog, etc.
  • Experience developing ServiceNow APIs, ServiceNow Workflows, UI Pages, UI Macros, Business Scripts, Client Scripts, UI Scripts, UI Actions, UI Policies, Script Includes, Security Rules
  • Expert in JavaScript, CSS and knowledge of Web Services technologies (REST, JSON, SOAP, HTTP, SSL, XML)
  • Understanding of ServiceNow’s cloud-based SaaS model
  • Demonstrated ability to explain technology issues and work progress to both technical and non-technical staff
  • Demonstrated ability to work as part of a team
  • Must be legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications

  • ITIL Certified to at least Foundation V3 level
  • Excellent communication and analytical skills
  • Experience with monitoring tools integration with ServiceNow a plus
  • Have been involved in an implementation of ServiceNow as an ITSM tool
  • Capacity to adapt to constantly changing environments

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