Key Responsibilities:
- ServiceNow Development: Design, develop, and implement custom applications and solutions on the ServiceNow platform using ServiceNow Studio, JavaScript, and REST API integrations.
- Configuration & Customization: Configure and customize ServiceNow modules, including Incident Management, Problem Management, Change Management, Asset Management, and Service Catalog to meet organizational needs.
- ServiceNow Administration: Perform routine administrative tasks, including user management, role-based access control (RBAC), reporting, and dashboard creation. Troubleshoot and resolve platform issues.
- Integration Development: Develop integrations between ServiceNow and other enterprise systems (e.g., Active Directory, LDAP, Jira, Azure, Salesforce, etc.) using SOAP/REST APIs, Web Services, and MID Server.
- Automation & Workflow: Design and implement workflows and business rules in ServiceNow to automate and streamline processes and improve operational efficiency. Use Flow Designer and Orchestration capabilities to automate tasks.
- Incident & Request Management: Manage incident lifecycle and improve processes related to incident and request handling, ensuring high-quality service delivery.
- Problem & Change Management: Configure and customize the Problem Management and Change Management modules to ensure compliance and adherence to ITIL best practices.
- Reporting & Dashboards: Create, modify, and maintain reports and dashboards in ServiceNow to provide visibility into key performance indicators (KPIs) and process performance.
- Service Catalog Management: Build and manage Service Catalog items, including defining workflows, approvals, and automation to improve service delivery to internal and external stakeholders.
- Security & Compliance: Maintain platform security by ensuring proper access control policies, data protection mechanisms, and compliance with industry standards (e.g., GDPR, SOX, ITIL).
- Support & Troubleshooting: Provide technical support for ServiceNow users, assist in troubleshooting issues, and offer guidance on best practices.
- Continuous Improvement: Stay up-to-date with ServiceNow releases, new features, and enhancements. Continuously improve ServiceNow implementations by leveraging new capabilities and functionalities to meet evolving business needs.
Required Qualifications & Skills:
- 2-5 years of experience in ServiceNow development and administration.
- Proficient in ServiceNow Platform and related technologies, including JavaScript, HTML, CSS, and XML.
- Strong understanding of ITIL processes and how they are mapped to ServiceNow functionality (e.g., Incident Management, Change Management, Problem Management, Service Catalog).
- Experience with ServiceNow scripting (e.g., Business Rules, Client Scripts, UI Actions, UI Policies, Scheduled Jobs).
- Knowledge of ServiceNow modules such as Asset Management, CMDB, Change Management, Incident Management, Problem Management, and Service Catalog.
- Familiarity with ServiceNow Flow Designer and Orchestration for automating workflows and tasks.
- Experience with REST and SOAP APIs for ServiceNow integrations with other enterprise systems.
- Ability to develop custom applications on the ServiceNow platform.
- Experience in designing and implementing ServiceNow reporting and dashboard solutions.
- Hands-on experience in MID Server setup and configuration for integrations.
- Knowledge of Security Incident Response (SIR) and Governance, Risk, and Compliance (GRC) modules is a plus.
- Experience working in Agile environments and participating in sprint planning, reviews, and retrospectives.
- Strong analytical and problem-solving skills with the ability to troubleshoot and resolve complex issues.
- Good communication skills and ability to work effectively with business users, stakeholders, and technical teams.
