ServiceNow Developer

General description:

The ServiceNow Developer/Administrator will be responsible for ensuring successful day-to-day operations and continuity of ServiceNow instances. Primarily focuses on implementing, administering, upgrading, and enhancing ServiceNow application used by Noble.

ServiceNow is used widely in the organization (IT, Finance, Master Data, Supply Chain, Payroll and HR). We are on a journey of ramping up our capabilities within the company as we see that there will be an increased need for enhancement as more users use it. This means a lot of opportunities to enhance our current processes and improve identified business areas for the right candidate:

• Employee Service Portal
• ITSM
• HR Module
• CMDB
• Reporting
• Non-IT services (e.g., Finance, Payroll, Supply Chain, HR etc.)

As a Developer/Administrator for ServiceNow in Noble, you will work closely with colleagues from different departments and locations. The ServiceNow Subject Matter Expert (SME) will include you during the planning sessions and sprints to be able to prioritize development work. Together with your colleagues in the ServiceNow team, you will identify the best solution for a specific requirement. The application manager will work with you to address our end users pain points. We will be working in a DevOps environment where you will be both a support resource and a developer, hence experience with that is a plus.

Primary responsibilities, but is not limited to:

Requirements Assessment

• Review and analyze customer requirements.

Solution Design

• Specifies the features of the physical design.
• Writes stories that capture the collective vision for individual work efforts.

Solution Development

• Adheres to ITIL standards and processes, as well as ServiceNow best practices when developing new or updating existing functionality on the platform.
• Builds or supervises the building of features.

QA, Deployment and Release Management

• Creates and maintains test plans, test cases, test scripts; modifies existing test scripts/test cases to address any new or updated functions or features.
• Supports all aspects of systems testing, including system, regression, performance, and load testing.

Support and Maintenance

• Maintains the configuration of the platform in accordance with established standards and best practices, and applies patches, updates, and major release upgrades to keep the system current.
• Ensures all issues, defects, service requests are recorded in an issue tracking system, and are updated with relevant work in progress information and steps taken for final resolution.

Review and Optimize

• Reviews the platform to identify opportunities to automate and enhance the end-user experience.
• Provides daily monitoring of system processes, resources, and performance to ensure the ServiceNow platform is operating effectively and that all required processes are transacting properly.

Secondary responsibilities:

• Can communicate clearly/openly to both stakeholders and support teams.
• Document, maintain and update policies, procedures, and controls for the operation of ServiceNow application.
• Provide mentoring, coaching, and training as needed to junior or mid-level ServiceNow resources.
• Able to lead meetings or calls, stand and provide a smart solution whenever required.

Reporting:

• Daily/weekly/monthly team reporting
• Root-cause-analysis report
• Enhancements, defects, incidents, and service improvement plans

Requirements:

• 4 - 5 years of experience implementing and administering ServiceNow solutions.
• Proficiency with Java Scripting, HTML/CSS, Angular, AJAX, XHTML, LDAP/Active Directory, and other web applications or protocols.
• Proficiency with Service Portal/ESC, Knowledge Base, MID Server Deployment & Config, Single Sign-on using Azure AD/SAML, Discovery, Asset Management/Software Asset Management, Workflows, Notifications, Online Approvals, Reports, Dashboards, Survey and Assessments, Flow Designer, Performance Analytics, Integration with 3rd party tools (SolarWinds, BizTalk, PrismaCloud, PowerBi)
• Experience in Integration Hub Project.
• Experience in the most recent ServiceNow version (Tokyo).
• Experience in cloning and upgrading ServiceNow.
• Experience in raising concerns in HiPortal.
• Experience in agile methodology.
• Knowledge and experience in working with ServiceNow HR module.
• Strong business processes acumen great customer service skills.
• Excellent written and oral communication skills able to communicate with both end users and key stakeholders.
• ITIL V3 Certified (preferably intermediate on Incident, Request and Problem Management).
• Experience with IT Service Management, Service Desk, and relevant ITIL processes.
• ServiceNow System Administrator Certification.
• ServiceNow Certified Application Developer.
• ServiceNow ITSM Certificate
• Nice to have GRC Certification
• Ability to multitask and remain sharp and detail oriented,
• Strong business and project management skills.
• Proactive and can work independently.