Responsibilities and Impact:
- Play a critical role in driving the strategic direction and continual development of the ServiceNow platform.
- Collaborate with ServiceNow Administrators, Developers, Business Analysts, ITSM Process Leads, consulting partners, QA, and UAT stakeholders.
- Support the maturation of the ServiceNow platform by leveraging a diverse background in ITSM processes and mature implementations.
- Partner with Business Analysts and ITSM Process Leads to strategize, plan, and execute both regular and transformative updates.
- Assist in major project initiatives, enhancements, analysis, and provide day-to-day support.
- Adopt a flexible, agile approach to adapt to changing business needs and requirements.
- Contribute to business-as-usual updates, transformational initiatives, and platform health/stability activities to increase end-user productivity globally.
- Report to the ServiceNow Platform Lead and play an instrumental role in evolving ServiceNow offerings and providing innovative technical solutions to modernize the end-user experience.
- Play a key role within the ServiceNow development team, providing sound and scalable development/configuration recommendations that meet business requirements.
- Drive and support automated processes within ServiceNow to facilitate efficient business processes.
- Work within Agile methodologies to ensure efficient project execution.
- Integrate with and support the QA automation teams activities to ensure quality deliverables.
- Partner with the UX team to drive improvements to the overall user experience, including UI, processes, and information architecture.
- Keep abreast of developments in the ServiceNow platform and best practices to ensure cutting-edge solutions.
- Create resilient processes and applications that are dependent upon external APIs.
- Write and evaluate technical and functional requirements to ensure comprehensive project documentation.
What Were Looking For:
Basic Required Qualifications:
- Bachelor's degree in Computer Science, Information Systems, or Engineering, or equivalent work experience.
- 3-6 years experience in ServiceNow configuration, development, and management.
- Hands-on experience launching and managing multiple ITSM services.
- Demonstrable experience piloting and driving new modules and functionality.
- Strong ServiceNow development and scripting skills, particularly in JavaScript.
- Experience using the ServiceNow Glide JavaScript libraries.
- Experience with custom layouts using AngularJS.
- Demonstrable experience in scoped application development.
- Ability to take initiative without explicit direction.
- Strong interpersonal skills with the ability to work effectively in a cross-functional and multi-national team across multiple time zones.
- Proven ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Excellent problem-solving skills and attention to detail.
- Experience in integrating third-party applications with ServiceNow.
- Familiarity with Agile development methodologies and practices.
Additional Preferred Qualifications:
- Experience with ServiceNow upgrades or worked on ITSM and SRM modules with end-to-end deployment of code.
- Good communication skills, able to articulate challenges, blockers, and queries to stakeholders.
- Demonstrable experience in scoped application development.
- Ability to work effectively in cross-functional and multi-national teams, with a preference for working in the 12-9 PM IST window.
- Certifications like ITIL or CIS-ITSM will be a plus point.
