Technical Specialist - ServiceNow

Title Technical Specialist - Service Now

Department Service Now Platform Team

Level Grade-4

Were proud to have been helping our clients build better financial futures for over 50 years. How have we achieved thisBy working together - and supporting each other - all over the world. So, join our Data Services team and feel like youre part of something bigger.

About your team

Service Now Platform Team is part of Enterprise Techhnology Services (ETS) works along with Enterprise Infrastructure Services (EIS) function. It is a growing team supporting a strategic platform that provides enterprise level solutions for managing and automating IT servies, operations and workflows across a number of departments within our organization. The Platform is widely used and embedded for IT Service Management, but it also growing rapidly to support broad range of other products like HRSD, Employee Centre, Security Operations and Vulnerabily Response Module, as well as business workflow capabilities.

About your role

As the principle Service Now ITSM (IT Service Management) Developer, you will work closely with the IT Service Management team offering expertise and innovatative ideas to develop and innovate our ITSM capabilities for the future. The role involves configuration and customizations, tailoring Service now ITSMs modules (Incident, Problem, Change, knowledge management and Request Management) to meet business specific business needs. You will be writing and maintaining scripts in JavaScript, including business rules, and UI actions to extend functionality and automate processes.This also includes integrating Service now with other systems using integration Hub or custom APIs. Strong understanding of CMDB (Configuration management database) and its role in ITSM is required as well as an ability to design and manage CI (Configuration items) relationship and dependencies.

Skilled in customizing forms, dashboards, and reports you will also help to improve the employee experience with ServiceNow, by helping our Technology support teams to visualize and priortise important work. Ideally you should also have experience with Flow Designer and orchestrations to automate workflows and processes, that will help to drive efficiency across our organization. Implementing cutting-edge features like AI/ML integrations and prededctive analytics would be advantageous, as well as being able to develop custom applications and features.

The role will involve regular BAU (Business As Usual) support during UK/India business hours and will involve 24 x 7 oncall support and weekend working on a rota basis.

Key Responsibilities

The key responsibilities of this role are:

• Core Development : Develop and Implement changes to ITSM modules (Incident/Problem/change etc). Create and mange custom applications,field forms and UI elements.
• Scripting and Automation: Write and maintain scripts (Business Rules, Script Includes, Client Scripts, etc.) to automate processes and extend functionality. Utilize Flow Designer and Workflow Editor to build and manage workflows.
• Integration: Integrate ServiceNow with other systems using IntegrationHub, REST, and SOAP APIs. Develop and manage data integrations and ensure seamless communication between ServiceNow and third-party tools.
• Configuration Management: Configure and maintain the Configuration Management Database (CMDB), including CI (Configuration Item) relationships and dependencies. Ensure the accuracy and completeness of the CMDB data.
• User Interface Design: Customize forms, lists, and dashboards to enhance user experience and streamline interactions.
• Reporting and Analytics: Create and customize reports and dashboards to provide insights into ITSM performance and metrics. Utilize Performance Analytics to track and analyze trends
• Troubleshooting and Support: Identify and resolve issues related to ITSM processes and ServiceNow customizations.
• Best Practices and Governance: Adhere to ServiceNow best practices and ITIL standards in all development and configuration tasks. Implement and enforce governance policies to ensure consistent and reliable ServiceNow operations
• Testing and Deployment: Conduct testing of customizations and configurations to ensure they meet requirements and perform as expected. Manage deployment processes, including change management and release planning.
• Documentation and Training: Document customizations, integrations, and processes for reference and knowledge sharing. Provide training and support materials for end-users and administrators.

Experience and Qualifications Required

• Around 6 to 7 Years of progressive working knowledge on Service Now Platform Development
• Hands-on experience with ITSM modules such as Incident/problem/change and knowledge management.
• Profieciency in Service Now Development Tools including Form designer, Workflowe Editor and Flow designer
• Strong experience with Java Scripting
• Familiarity with Service now APIs (REST,SOAP) for integrations
• Experience in Customizing and configuring Service Now applications, forms, users interface
• Experience in REST/SOAP APIs ,MID servers and integrations with third party tools.
• Strong Analyticalls skills for troubleshooting and optimizing ITSM operations workflows.
• Ability to work effectively with cross-functional teams and communicate complex technical concepts to non-technical stakeholders.
• Certified System Administrator (Fundamental certification covering core Service Now platform concepts and adminstrations)
• Certified Application developer (Advance certification focusing on more complex applications development teask and advance cusgotmization techniques)
• Certified implementation Specialist ITSM. (Focuses on Implementing and configuring Service now ITSM modules)

Personal Skills

• A good team worker, able to build relationships and work with global stakeholders
• Ability to prioritise and co-ordinate activities.
• Experience of working to tight deadlines on a regular basis.
• Good analytical, problem solving and documentation skills.
• Ability to adapt to changing business needs (flexible) and learning new skills quickly.
• Good written and verbal communication skills, together with the ability to communicate with management and other business and technical groups.
• Calm approach when under pressure.
• Customer focused strong service ethic.
• Ability to work on own initiative with minimal direction.

Technical expertise

• Java Script: Advance JavaScript knowledge, which is essential for writing and troubleshooting scripts within Service now, including:
  • Business Rules : Automating Processes and enforcing data integrity
  • Client Scripts: Managing Client - Side interactions.
  • UI Actions/Polcies: Cusotmizing user interface elements and behaviours
  • Script includes: Creating reusable service - Side code that can be called from other scripts.
• Power Shell/Python: Familarity with PowerShell or Python for writing scripts that automate tasks for facilitate integrations.
• HTML/CSS : Basic knowledge of web technologies, like HTML and CSS for customizing the service now interface.