ServiceNow Developer - Senior

This role is a hands-on, technical position within a development team supporting a live ServiceNow implementation for an enterprise-level (10,000+) user base.

Responsibilities

• Design, deploy, and support ServiceNow solutions based on user requirements across various departments.
• Develop, maintain, and support ServiceNow ITSM applications, tools, and components, including configuration, customization, workflows, groups, and roles.
• Configure ServiceNow Business Rules, Client Scripts, UI Policies, UI Actions, Data Policies, and Data Dictionary.
• Manage connections between Active Directory and ServiceNow, including LDAP, SSO Integration, and MID Server.
• Utilize external API knowledge for ServiceNow integration and automation.
• Create, update, and maintain the ServiceNow CMDB, including new Configuration Items via ServiceNow Discovery.
• Maintain Service Catalog items, Service Portal, UI pages, users, roles, and groups.
• Design, implement, and perform ongoing operations and maintenance processes on the ServiceNow instance.
• Develop clear documentation and perform demonstrations of solutions.
• Balance data security and functionality requirements to ensure system sustainability and supportability.
• Build credible relationships with customers' technical resources.
• Track compliance with policies and procedures, resolving or escalating issues as needed.
• Review and approve significant IT infrastructure changes to address impacts on configuration management data.
• Publish configuration management reporting and maintain CMDB health.
• Review and maintain the health of CMDB-related integrations.
• Perform other tasks as required to support the ServiceNow tool.

Requirements

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• Bachelor’s degree in a related field or equivalent experience.
• 8 years of experience in IT support or a related field, preferably in software development or configurations.
• 5 years of hands-on experience developing, installing, and supporting ITMS applications in a large-scale environment, preferably using ServiceNow.
• 4 years of experience configuring, customizing, or administering ServiceNow or a similar ITSM tool.
• 2 years of experience writing and debugging scripts in languages such as JavaScript, SQL, and PowerShell.
• Demonstrated understanding of ITSM processes.
• Experience with Common Service Data Models (CSDM), including:
  • Classification and Class dependencies
  • Model Category Forms
  • Asset/CI Synchronization
  • CMDB Identification and Reconciliation Engine (IRE)
• Experience supporting integrations with multiple complex data sources, including:
  • MECM/SCCM/Intune
  • Implementation and maintenance of Service Graph Connector (SGC)
  • ServiceNow Discovery (on-prem and cloud solutions)
  • Tenable AD
  • Proprietary sources
  • Baseline CMDB
• Knowledge of CMDB Schema Model and CMDB Health Management, including:
  • Logical controls for multiple source data ingestion
  • CI remediation
  • Duplicate CIs
  • Query Builder

Skills

• JavaScript, SQL, and PowerShell scripting.
• ServiceNow applications: Change Management, Configuration Management, CMDB Management, Discovery, Incident Management, Problem Management, Request Fulfillment, Asset Management, Service Catalog, and Service Portal.
• Relational databases and integration with other systems.
• Communication and problem-solving in a mission-critical software deployment environment.

Preferred Qualifications

• Agile knowledge (sprints, stories, epics, etc.).
• ITIL v4 certified.
• ServiceNow Developer certification.
• Familiarity with SaaS and Cloud technologies.
• Experience with SOAP/REST Web Services, request/response structure, and frameworks (jQuery, AngularJS).
• Deep knowledge of JavaScript, JSON, XML, SQL, and Web development tools.
• Experience with Sunflower Asset Management Solutions, ITOM Visibility, ITOM Health, Service Mapping, Business Applications, and Vulnerability Response.
• Configuration Management or Service Dependency Mapping Tools.