Job Description:
Roles and Responsibilities:
Solution Design & Implementation:
Oversee the design, development, and implementation of ServiceNow solutions across multiple modules, including Service Portal, Workspaces, CMDB, Service Catalog, and Now Agent. Ensure alignment with business objectives and deliver scalable, maintainable solutions.
Technical Specifications & Integrations:
Lead the development of technical specifications for ServiceNow integrations. Manage the integration of ServiceNow with other platforms such as low-code platforms, Robotic Process Automation (RPA), and Intelligent Document Processing (IDP) technologies to drive process automation and enhance business operations.
Architecture & Code Development:
Create and manage scripts, workflows, and architecture documents. Develop and enforce best practices for code development, system architecture, and process automation, leading code and peer reviews to ensure high-quality and maintainable code.
Troubleshooting & Problem Solving:
Conduct sophisticated troubleshooting and problem-solving across the ServiceNow platform. Proactively address and resolve technical challenges, ensuring the stability and performance of the platform.
Team Leadership & Mentorship:
Direct and mentor a team of ServiceNow developers and analysts. Foster a culture of continuous improvement, knowledge sharing, and professional growth within the team.
Stakeholder Management:
Manage key stakeholder relationships, translating complex business needs into technical specifications. Ensure alignment between technical solutions and business goals, maintaining clear communication and delivering effective solutions.
Innovative IT Service Management:
Drive innovation in IT service management, utilizing new technologies and methodologies to enhance service delivery. Stay abreast of emerging technologies in the ServiceNow ecosystem to drive continuous improvement.
Robust Integrations & Middleware:
Build and manage integrations between ServiceNow and peripheral systems, middleware, and applications. Ensure seamless communication and data flow between platforms for optimized process automation.
ServiceNow Upgrades & Maintenance:
Manage the ServiceNow upgrade process, ensuring compatibility with existing solutions and minimal disruption to operations. Plan and execute system upgrades with careful attention to system stability and performance.
Skills and Qualifications:
Platform Expertise & Advanced Scripting:
Proven expertise in the ServiceNow platform, including client and server-side scripting (Script Includes), with advanced knowledge of Service Portal, Workspaces, CMDB, Service Catalog, Knowledge Management, and Change Management.
Custom Application Development:
Advanced proficiency in App Engine Studio, and building custom applications using ServiceNow OOTB features and plugins. Leverage flows to automate and streamline processes across the platform.
Service Portal Development:
Experience in ServiceNow Portal development using Angular, JavaScript, CSS, and SQL/MongoDB to create custom interfaces and user experiences.
DevOps & Continuous Integration/Deployment:
Expertise in DevOps practices, including continuous integration (CI) and continuous deployment (CD), to maintain a robust development pipeline and ensure smooth deployments in ServiceNow.
Technical Leadership:
Strong leadership skills, with the ability to lead by example in developing solutions and managing teams. Direct teams of developers and analysts, ensuring high-quality project delivery while fostering collaboration and continuous improvement.
UI Configuration & Business Rules:
Extensive experience with configuring UI Actions, UI Policy ACL, Business Rules, and Glide Scripting to customize workflows and security settings on the platform.
Web Technologies & Scripting:
Proficient in JavaScript, HTML, CSS, and other web technologies, with deep experience in ServiceNow APIs, scripted Web Services (SOAP, REST), AJAX, SSO-SAML, and Business Rules to build and extend platform capabilities.
System Integrations & Automation:
Build robust integrations between ServiceNow and external systems using REST APIs, SOAP, and other web services. Enhance business automation through low-code platforms, RPA, and IDP technologies.
Problem Solving & Troubleshooting:
Lead troubleshooting efforts, providing advanced technical support and conducting sophisticated problem-solving across the platform to ensure stability and performance.
Stakeholder Management & Technical Consulting:
Collaborate with business stakeholders to understand requirements, translating them into technical specifications. Provide technical guidance and consulting to align solutions with business objectives.
ServiceNow Upgrades & Maintenance:
Manage ServiceNow upgrades, ensuring system compatibility and minimal disruption to operations while maintaining system performance and stability.
ServiceNow Development & Scripting:
Advanced knowledge of ServiceNow client and server-side JavaScript, APIs, Script Includes, Web Services (SOAP, REST), and AJAX.
Web Technologies:
Proficiency in JavaScript, HTML, CSS, SQL/MongoDB, and Angular for portal and workspace development.
DevOps Practices:
Expertise in CI/CD and DevOps practices to ensure smooth deployments and system management.
UI Configuration:
Experience configuring UI Actions, UI Policies, ACLs, and Business Rules, and using Glide scripting for advanced platform customization.
Certifications:
Relevant certifications like ServiceNow Certified Implementation Specialist and Certified Application Developer.
