Design, develop, and implement solutions on the ServiceNow platform, focusing on workflows, integrations, and technical documentation. Act as a subject matter expert and collaborate with stakeholders.
Summary:
To design, develop, and implement scalable solutions on the ServiceNow platform. This role owns technical deliverables for specific modules or processes and works independently on complex development tasks, translating business requirements into effective technical solutions.
Duties and Responsibilities:
Development & Implementation
- Design and develop complex workflows, Flow Designer flows, and integrations with external systems.
- Architect and script complex Business Rules, Script Includes, and UI Actions to meet business needs.
- Develop and customize ServiceNow applications and scoped apps based on functional and technical design documents.
- Build and consume REST and SOAP APIs (web services) for seamless integration with external systems.
- Implement performance optimization techniques for scripts and platform configurations to ensure efficiency.
Technical Ownership
- Act as the technical subject matter expert (SME) for one or more ServiceNow applications or modules (e.g., ITSM, CSM, HRSD, ITOM).
- Perform code reviews for peers and junior team members to ensure adherence to coding standards and best practices.
- Create and maintain detailed technical design documentation for new features, enhancements, and solutions.
Process & Analysis
- Collaborate closely with process owners, business analysts, and stakeholders to translate business requirements into robust technical solutions.
- Advise stakeholders on platform best practices, identifying opportunities to leverage out-of-the-box (OOTB) functionality versus custom development.
Qualifications & Requirements:
Experience & Education
- Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.
- Proven experience (typically 3+ years) in ServiceNow development and administration.
Technical Skills:
- Core Development: Proficiency in JavaScript, GlideRecord, AJAX, and ServiceNow scripting (Business Rules, Client Scripts, UI Policies, Script Includes).
- Platform Configuration: Deep understanding of ServiceNow platform architecture, including data model, security (ACLs), and application scopes.
- Workflow & Automation: Experience building complex workflows, Flow Designer flows, and integration hubs.
- Integrations: Demonstrated experience building and consuming REST/SOAP web services for system integration.
- Module Expertise: Proficiency in at least two primary ServiceNow applications (e.g., ITSM, CSM, HRSD, ITOM) and a strong understanding of how they interconnect.
- Process Knowledge: Solid understanding of ITIL or relevant business processes (Incident, Change, Request Management) being automated on the platform.
Soft Skills:
- Problem Solving: Ability to move beyond assigned tickets to proactively identify root causes of issues and propose effective solutions.
- Ownership: Capable of independently owning and delivering small-to-medium complexity stories or bug fixes from definition to deployment.
- Collaboration: Strong communication skills to work effectively with cross-functional teams and translate technical concepts for non-technical stakeholders.
Certifications:
- ServiceNow Certified System Administrator (CSA) - Required.
- ServiceNow Certified Application Developer (CAD) - Highly preferred.
- Additional Certified Implementation Specialist (CIS) certifications in relevant modules are a plus.
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