Job Description

Responsibilities

• Configure the ServiceNow platform to meet the organization's ITOM requirements. Design and implement workflows, forms, and automation scripts to optimize ITOM processes.
• Configure observability tools to inform on user behavior, system availability, capacity, etc. to ensure that everything is performing optimally.
• Conduct requirements analysis for development of new features, components and enhancements to existing components. Conduct or participate in design discussions, design/code walkthrough meetings.
• Design, develop, review, test, deploy and support out of the box solutions in the platform. Ensure compliance to customers security best practices and coding standards. Ensure compliance to customers reference architecture and requirement/design artefacts. Ensure compliance to customers development and release methodologies (CM/CI/CD).
• Navigate and adapt to various environments providing support for and working closely with customers. Contribute to production work including deployments and incident and problem management.
• Provide technical guidance to customers and act as mentor to less senior team members. May give presentations to management and customers.
• Integrate ServiceNow ITOM modules with other enterprise systems to create a seamless and efficient information flow. Establish and maintain data integrations to ensure accuracy and consistency.
• Generate and analyze reports related to Discovery, Service Mapping, and Event Management. Ensure the organization is prepared for audits and regulatory inspections.

• Degree in Computer Programming or Information Technology related discipline
• 5+ years of experience working with the ServiceNow platform, with a focus on ITOM modules.
• Strong understanding of Discovery, Service Mapping, and Event Management principles and best practices.
• Experience in Observability a plus.
• Experience in configuring ServiceNow workflows and forms. Experience with creating and maintaining ServiceNow objects like tables, business rules, client scripts, UI actions, UI policies, script includes workflows etc.
• Experience with User Management including groups, users, roles, ACLs, etc. Excellent problem-solving and communication skills.
• Relevant certifications in ServiceNow (e.g., ServiceNow Certified Implementation Specialist) is a plus.