ServiceNow Developer / ITSM Specialist

JOB DESCRIPTION POSITION 38

ServiceNow Developer / ITSM Specialist

Project Description

DSS has a constant increased need for the provision of full systems life cycle applications development on various computer platforms, including a variety of client eligibility and recertification systems, employment/work engagement services, claims systems, etc., that are critical to the operation and functioning of DSS programs, requiring periodic refinements to maintain the applications at optimum service levels. Having a project portfolio which properly reflects the user's business needs and DSS' workload is crucial. Therefore, there is a need for IT consulting resources for the expanding responsibilities at DSS.

Key Responsibilities / Tasks & Duties

Administer the ServiceNow instance, including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionaries, catalog items, and updates of all other existing solutions requiring revisions.

Create, maintain and enhance Incident Management, Problem Management, Service Request Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign-on (SSO) capability, and Active Directory Profile synchronization.

Assist with implementing ServiceNow applications and provide technical insight in designing and supporting ServiceNow while aligning to service management best practices.

Collaborate with other departments, for example, Windows Enterprise, to create a request form to support their growing MS Teams requests.

As a developer, the team member provides operational and administrative support for the ITSM tool, which is not limited to ServiceNow-for example, updating the user table with additional information needed for RFC approvals.

Analyze the design specification documents (functional & systematic), business processes and resolve design issues through active discussions with t he business involved.

Understand requirements from service management process owners, review the existing technical design documents to understand the system's functionality, and translate them into functional and technical requirements.

Required Skills

A minimum of 4 years of experience with the following skill sets:

Developing tools such as but not limited to ServiceNow.

Bachelor's Degree or relevant experience in Business, Information Management, or a related field

core JavaScript development

Database technologies such as SQL and MySQL

Configuration management.

Configuring and customizing all aspects of ServiceNow - UI Actions, UI Policy, UI Pages, Business Rules, Client Scripts, Include Scripts, Catalog Client Scripts, Catalog UI Policies, Email Scripts, Scripted Web Services, Rest and SOAP web services, Roles and Groups.

ServiceNow version upgrades.

Working in a large government agency.

Knowledge of Discovery and Application Dependency mapping with tools such as ServiceNow Service Mapping, Application Dependency Mapping (ADM), SolarWinds Server & Application Monitor, Dynatrace or Device42.

Knowledge of ITIL Foundations concepts.