Essential Functions:
- Fulfill a cross-functional role comprising development, testing, requirement gathering, and ongoing support of the ServiceNow platform.
- Design, develop, integrate, and customize ServiceNow solutions, ensuring alignment with business needs.
- Configure out-of-the-box workflows and create/maintain custom workflows for enhanced process automation.
- Monitor platform performance, manage incident queues, and apply data-driven decisions to optimize system functionality and user experience.
- Define use/test cases and carry out user acceptance testing (UAT) for new feature releases and bug fixes.
- Lead pre- and post-upgrade testing and validation to ensure seamless system performance and compliance.
- Collaborate with business and IT stakeholders to gather inputs for ServiceNow configuration, implementation, and ongoing support.
- Translate functional and technical requirements from internal teams into well-aligned ServiceNow development activities.
- Support the creation and maintenance of technical documentation, platform architecture, and feature roadmaps.
Required Qualifications:
- Minimum of 8 years of hands-on experience in end-to-end product development on the ServiceNow platform.
- Strong experience with ITSM Pro, including:
- Incident Management
- Problem Management
- Change Management
- Service Catalog
- Service Portal
- Flow Designer
- Workflows
- Virtual Agent Topics
- Integration Hub
- Experience with ServiceNow SAM Pro (Software Asset Management Professional) including:
- Software discovery and normalization
- License reconciliation and optimization
- Publisher packs and compliance reporting
- Proven ability to translate customer needs into technical product requirements.
- Demonstrated ability to create and execute a strategic vision and roadmap for ServiceNow solutions.
- Experience in pre- and post-deployment validation processes.
- Strong collaboration skills and the ability to work closely with cross-functional business and IT teams.
- Bachelor's degree in Computer Science, Information Systems, or a related field.
Certifications (Highly Preferred):
- ServiceNow Certified System Administrator (CSA) Required or must be obtained within 3 months of hire
- ServiceNow Certified Implementation Specialist (CIS) in one or more of the following:
- ITSM
- ITOM
- SAM Pro (Software Asset Management Professional)
- HRSD, SecOps, etc.
- ServiceNow Certified Application Developer (CAD)
- Additional certifications such as:
- ServiceNow Certified Technical Architect (CTA)
- ITSM Professional
- IntegrationHub Fundamentals
