Job Description
The ITSM Developer is responsible for working to develop, design and implement technical solutions on the ITSM platform. The ITSM Developer will provide administration, application development, maintenance and technical support using best practice product programming techniques to configure robust solutions to the organization using the designated ITSM platform.
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 designed to automate and add meaningful value to the organization. The ITSM Developer will use software development methodologies best practices to conduct requirements analysis, system design, and play a vital role throughout the entire development lifecycle in a high velocity organization.
Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by Interns assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
1. Work with both department and organizational stakeholders to research, analyze and implement enterprise-wide solutions/capabilities/enhancements to support the organization’s business/mission goals and objectives.
2. Create, maintain and enhance Incident Management, Problem Management, Service Request Management, Change Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign on (SSO) capability, as well as integrations and workflows supporting operational integrity and ease of use.
3. Maintain Forms, Reports, Views, Workflows, Groups and Roles, including custom Roles when necessary
4. Coordinate application and platform upgrades, including robust and complete test models
5. Troubleshoot and resolve problems; Orchestrate and automate tasks
6. Design and develop solutions that leverage ITSM modules such as HR, ITSM, Discovery, CMDB, Knowledge and ITOM using configuration and custom JavaScript
7. Coach and train co-workers, and maintain working relationship to coordinate development and maintenance of the ITSM system
8. Lead discovery sessions and process definitions with stakeholders and developers
9. Develop Reports, Dashboards and analytical reports supporting business objectives and summarization of activities and trends
Education and Experience
1. HS Diploma
2. 3+ years of experience as a ServiceNow Administrator/Developer in an enterprise environment
3. 5+ years of experience in IT Service Management Process, Design and Administration (may include the 3+ years of experience as a ServiceNow Administrator/Developer
4. 3+ years of RESTful or SOAP web services
5. 3+ years of experience with HTML and JavaScript
6. 3+ years of experience with the key technologies relevant to ServiceNow integration solutions including: ServiceNow API’s, SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
7. ServiceNow Certified Systems Administrator (CSA)
Preferred Qualifications
1. Bachelor’s Degree in Information Systems, Business Administration, or related field
2. ITIL Foundations Certification
3. Agile Training/Certification
4. ServiceNow Certified Implementation Specialist (CIS)
5. ServiceNow Certified Application Developer (CAD)
6. Asset Management Experience
7. ITBM Experience
Knowledge, Skills and Abilities
1. Strong demonstrated understanding of ITSM configuration process including health, maintenance, building and configuring UI policies, actions, scripts, pages and business rules
2. Strong demonstrated understanding of the ServiceNow platform and underlying modules
3. Strong demonstrated understanding of ITSM processes
4. Strong demonstrated ability to build tables, views, dashboards, UI navigation principles
5. Strong demonstrated ability to build complex workflow including the use of JavaScript and other configuration scripts in a ServiceNow environment
6. Strong demonstrated ability to define SLAs within the environment
7. Strong demonstrated ability to create/develop service catalog items, record generators, orders
8. Strong demonstrated ability to create reports and integrating them into distributed dashboards
9. Strong demonstrated analysis and problem solving skills to assess the customer needs and determine appropriate solutions.
10. Strong demonstrated ability to create users, roles and maintain cost-effective and secure user management
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