ServiceNow Developer ITSM

A ServiceNow Developer specializing in ITSM and integrations is responsible for designing, developing, and implementing ServiceNow solutions that support IT Service Management processes. This role also involves integrating ServiceNow with other enterprise systems to enable seamless data flow and enhanced functionality.

Key Responsibilities:

1. ServiceNow Development:

• Design and implement custom applications, workflows, and modules within the ServiceNow platform.
• Develop and configure ITSM modules, including Incident, Problem, Change, Knowledge, and Service Request Management.

1. System Integration:

• Create and manage integrations between ServiceNow and third-party applications (e.g., ERP, CRM, monitoring tools) using REST APIs, SOAP, MID Servers, and other integration tools.
• Ensure secure and reliable data exchange between systems.

1. Customization and Configuration:

• Configure ServiceNow forms, lists, dashboards, and business rules to meet organizational requirements.
• Develop client scripts, UI actions, and script includes to extend platform capabilities.

1. Workflow Automation:

• Automate business processes by designing and implementing workflows and approval processes in ServiceNow.
• Utilize Flow Designer and Orchestration tools for advanced automation.

1. Data Management:

• Design and maintain the CMDB (Configuration Management Database) to ensure accurate asset and dependency tracking.
• Manage data imports and integrations to keep ServiceNow data up-to-date.

1. Testing and Troubleshooting:

• Perform unit testing, system testing, and user acceptance testing (UAT) for new developments and integrations.
• Diagnose and resolve technical issues within the platform and integrations.

1. Documentation and Training:

• Document technical designs, configurations, and integrations for future reference.
• Provide training and guidance to end-users and other stakeholders on ServiceNow features and functionalities.

1. Compliance and Best Practices:

• Ensure all customizations and integrations adhere to ServiceNow and ITIL best practices.
• Maintain platform stability and scalability by following development standards.

1. Continuous Improvement:

• Identify opportunities to enhance ITSM processes and platform performance.
• Stay updated on ServiceNow releases and features, recommending upgrades or new functionalities as needed.

Required Skills and Qualifications:

• Technical Expertise:
• Strong knowledge of ServiceNow platform capabilities and ITSM modules.
• Proficiency in ServiceNow scripting languages, including JavaScript, HTML, and AngularJS.
• Experience with ServiceNow integration tools, including REST/SOAP APIs, Integration Hub, and MID Servers.
• Familiarity with relational databases and SQL.
• ITSM Knowledge:
• Solid understanding of ITIL practices and their implementation in ServiceNow.
• Experience configuring and managing ITSM workflows and processes.
• Soft Skills:
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities to interact with business and technical stakeholders.
• Ability to work in a fast-paced, dynamic environment.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience as a ServiceNow Developer, with a focus on ITSM and integrations.
• Certifications such as ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), or ITIL Foundation.
• Experience with Agile or Scrum methodologies.