ServiceNow IT Service Management Developer

2 weeks ago

Columbia, South Carolina, United States University of Maryland Medical System Full time
Job Title: ServiceNow IT Service Management Developer

Join the University of Maryland Medical System as a ServiceNow IT Service Management Developer and contribute to the development and implementation of technical solutions on the ITSM platform.

Job Summary

The ITSM Developer will work with a team of healthcare professionals to deliver solutions involving all aspects of service delivery, including ITIL Request, Incident, Problem, Change, Knowledge, Asset, and other modules.

Key Responsibilities
  • Work with stakeholders to research, analyze, and implement enterprise-wide solutions to support the organization's business goals and objectives.
  • Create, maintain, and enhance Incident Management, Problem Management, Service Request Management, Change Management, Service Catalog, Knowledge Management, Self-Service Portals, and integrations.
  • Maintain Forms, Reports, Views, Workflows, Groups, and Roles, including custom Roles when necessary.
  • Coordinate application and platform upgrades, including robust and complete test models.
  • Troubleshoot and resolve problems; orchestrate and automate tasks.
  • Design and develop solutions that leverage ITSM modules using configuration and custom JavaScript.
  • Coach and train co-workers, and maintain working relationships to coordinate development and maintenance of the ITSM system.
  • Lead discovery sessions and process definitions with stakeholders and developers.
  • Develop Reports, Dashboards, and analytical reports supporting business objectives and summarization of activities and trends.
Requirements
  • HS Diploma and 3+ years of experience as a ServiceNow Administrator/Developer in an enterprise environment.
  • 5+ years of experience in IT Service Management Process, Design, and Administration.
  • 3+ years of RESTful or SOAP web services experience.
  • 3+ years of experience with HTML and JavaScript.
  • 3+ years of experience with key technologies relevant to ServiceNow integration solutions.
  • ServiceNow Certified Systems Administrator (CSA) certification.
Preferred Qualifications
  • Bachelor's degree in information systems, Business Administration, or related field.
  • ITIL Foundations Certification.
  • Agile Training/Certification.
  • ServiceNow Certified Implementation Specialist (CIS) certification.
  • ServiceNow Certified Application Developer (CAD) certification.
  • Asset Management Experience.
  • ITBM Experience.
Knowledge, Skills, and Abilities
  • Strong understanding of ITSM configuration process, including health, maintenance, building, and configuring UI policies, actions, scripts, pages, and business rules.
  • Strong understanding of the ServiceNow platform and underlying modules.
  • Strong understanding of ITSM processes.
  • Strong ability to build tables, views, dashboards, UI navigation principles.
  • Strong ability to build complex workflows, including the use of JavaScript and other configuration scripts in a ServiceNow environment.
  • Strong ability to define SLAs within the environment.
  • Strong ability to create/develop service catalog items, record generators, orders.
  • Strong ability to create reports and integrate them into distributed dashboards.
  • Strong analysis and problem-solving skills to assess customer needs and determine appropriate solutions.
  • Strong ability to create users, roles, and maintain cost-effective and secure user management.

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