ServiceNow ITSM Developer

Job Description

Responsibilities

• Develop and implement ServiceNow ITSM modules including Incident, Problem, Change, and Knowledge Management.
• Create custom workflows and automate business processes using Flow Designer.
• Maintain the Service Catalog and support Request Fulfillment processes.
• Integrate ServiceNow ITSM with third-party applications and tools.
• Provide ongoing support and enhancements for ITSM implementations.
• Perform system upgrades and implement patches as required.
• Collaborate with teams to define and prioritize ITSM customizations.
• Design dashboards and reports to monitor ITSM performance metrics.
• Troubleshoot and resolve ITSM-related issues promptly.
• Provide end-user training for ITSM modules and functionalities.
• Implement best practices for ITIL-aligned workflows.
• Develop scripts and business rules to customize ITSM modules.
• Optimize ITSM processes to improve operational efficiency.
• Collaborate with clients to gather and refine ITSM requirements.
• Document all ITSM configurations, customizations, and workflows.

Requirements

• 3+ years of experience in ServiceNow ITSM development and administration.
• Proficiency in JavaScript, Glide, and Flow Designer.
• Experience with ITIL processes and ITSM best practices.
• ServiceNow Certified System Administrator certification preferred.
• Familiarity with Agile development methodologies.
• Experience in integrating ITSM with other ServiceNow modules.
• Knowledge of REST APIs, SOAP, and other integration methods.
• Strong problem-solving and analytical skills.
• Excellent communication and collaboration abilities.
• Experience with system performance optimization.
• Ability to write clear and concise documentation.
• Bachelor's degree in IT, Computer Science, or a related field.
• Knowledge of ServiceNow Performance Analytics and Reporting.
• Experience with Incident SLA tracking and reporting.
• Ability to manage multiple projects simultaneously.