Lead I - Software Engineering

Senior ServiceNow Developer Position Overview: We are seeking an experienced Senior ServiceNow Developer with a strong implementation experience in ITSM and expertise in integrating third-party tools. The successful candidate will lead the design, development, and optimization of ServiceNow ITSM solutions to streamline our IT operations and enhance service delivery. This role requires deep technical knowledge of ServiceNow platform capabilities, ITSM best practices, and integration methodologies. Key Responsibilities: ITSM Solution Design and Development: Collaborate with IT stakeholders to understand business requirements and design ITSM solutions using ServiceNow platform capabilities. Customize and configure ServiceNow modules, including Incident Management, Problem Management, Change Management, and Service Catalog, to align with IT processes and workflows. Develop custom applications, workflows, forms, and integrations to enhance ITSM functionalities and address specific business needs. Integration with Third-Party Tools: Design and implement integrations between ServiceNow and third-party IT tools, such as monitoring systems, CMDBs, ticketing systems, and collaboration platforms. Develop integrations between ServiceNow and third-party tools/systems using REST, SOAP, and other integration methods. Troubleshoot integration issues, perform root cause analysis, and implement solutions to optimize integration performance and reliability. Configuration Management and CMDB: Design and implement Configuration Management Database (CMDB) structures, classes, and relationships to maintain accurate and up-to-date configuration data. Define and enforce configuration management processes and standards to ensure data integrity and compliance with ITIL best practices. Implement discovery tools and automated processes to populate and reconcile CMDB data with other ITSM modules and external sources. Strategic Portfolio Management (SPM): Collaborate with IT leadership and stakeholders to define strategic objectives and initiatives within the IT portfolio. Develop and maintain a strategic portfolio management framework within ServiceNow, including project prioritization, resource allocation, and performance tracking. ServiceNow Administration and Governance: Provide ongoing administration and support for ServiceNow platform, including user management, access control, and system configurations. Perform platform upgrades, patches, and enhancements in coordination with IT operations teams, ensuring minimal disruption to services. Define and enforce governance policies, standards, and procedures to maintain platform stability, security, and compliance. Documentation and Knowledge Sharing: Document technical designs, configurations, and integration specifications following best practices and standards. Provide training and knowledge transfer to IT staff and end users on ServiceNow functionalities, configurations, and best practices. Qualifications: Bachelor s degree in computer science, Information Systems, or related field. Minimum 5 years of experience in ServiceNow development, with a focus on ITSM implementation and integration. Certified ServiceNow Administrator (CSA), ServiceNow Certified Application Developer (CAD), ServiceNow Certified Implementation Specialist (CIS) certification in IT Service Management. Proficiency in ServiceNow platform capabilities, including Service Catalog, Incident Management, Problem Management, Change Management, and CMDB. Strong hands-on experience with ServiceNow Scripting (JavaScript), ServiceNow APIs, HTML, CSS, and RESTful integrations. Experience integrating ServiceNow with third-party IT tools, such as monitoring systems (e.g., Nagios, SolarWinds), ticketing systems (e.g., JIRA), CMDBs (e.g., BMC Atrium), and collaboration platforms (e.g., Microsoft Teams, Slack). Knowledge of ITIL framework and IT service management processes. Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues and propose effective solutions. Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.