Serves as a subject matter resource (SMR) on ServiceNow ITSM, Hardware Asset Management (HAM), Software Asset Management (SAM), ITOM, CMDB, and related systems to lead the development, testing, requirement gathering, and ongoing support of the ServiceNow platform.
Designs, develops, integrates, and customizes 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 input 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.
Owns and develops custom integrations of ServiceNow HAM with Microsoft Endpoint Configuration Manager.
Performs data load, mapping, and transforming of dashboards, access controls, database views, user interfaces (forms and navigation), scheduled jobs/reports.
Assesses new releases and provides direction regarding adoption of new features.
Collaborates with Product Owners, stakeholders, Engineering teams to understand, estimate, prioritize and implement solutions.
Facilitates cross discipline awareness including cross training and engagement in processes, gathering service-related data, create dashboards and participate in performance improvement initiatives.
Partners closely with the business and IT teams gather input to support ongoing business needs for ServiceNow configuration, implementation, and support.
Performs other related duties and projects as business needs require at direction of management.
Education and Experience:
Bachelor's Degree in Computer Science, Information Technology or relevant field.
Minimum ten (10) years of relevant experience in end-to-end product development on ServiceNow platform.
Minimum six (6) years of experience supporting implementation, administration, configuration, and development on the ServiceNow platform in a medium or large enterprise organization.
Experience in the following, required
Ability to translate customer needs into technical product requirements.
Ability to create and execute a strategic vision and roadmap for ServiceNow solutions.
Experience in pre- and post-deployment validation processes.
