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ServiceNow Developer

3 months ago

Victoria, British Columbia, Canada Integro Softwares Inc Full time

POSITION SUMMARY

The ideal candidate will collaborate with various business units to evaluate and document operational processes and requirements, implementing necessary modifications to supported applications. The ServiceNow modules utilized encompass: Incident, Problem, Change, CMDB, Discovery, Release, Procurement, Knowledge, Service Catalog, Asset Management, Security Incident Response, Vendor Risk Management, Vulnerability, Orchestration, Performance Analytics, along with several tailored integrations.

Key Responsibilities:

  • Engage with business units to identify, analyze, refine, and document operational requirements, creating and modifying policies, templates, and other business-related documentation within complex applications.
  • Examine and validate proposed modifications to business-related application data.
  • Address data discrepancies causing issues within applications.
  • Investigate, troubleshoot, and analyze application-related inquiries and challenges.
  • Assist in defining testing requirements, develop test plans and scripts, coordinate testing efforts, and document test outcomes.
  • Construct application and vendor integrations that facilitate business process and workflow automation.
  • Conduct post-deployment validation for intricate applications.
  • Collaborate closely with application administrators to comprehend the impact of modifications.
  • Coordinate with the organization's Enterprise Architect team to ensure alignment of solutions with company standards.
  • Act as a liaison among development teams, application services, and business units, serving as a subject matter expert (SME).
  • Consult with vendors regarding technical aspects of assigned applications.

QUALIFICATIONS:

  • Bachelor's degree in Computer Science, IT, Business Administration, Commerce, or a related field is preferred.
  • A minimum of 5 years' experience in a customer service role within a dynamic, multi-project, and multi-client IT environment.
  • ITIL Certification is preferred.
  • Experience with the ServiceNow ticketing system.
  • Proficient in the development and implementation of ServiceNow ITSM modules.
  • Familiarity with Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management, or other ITSM applications.
  • Experience in extending the ServiceNow schema to custom applications.
  • Familiarity with other ITSM software (BMC, Landesk, Cherwell, Heat, Axios, HP, etc.).
  • Demonstrated service orientation, flexibility, and motivation.
  • Proficient in MS Office applications.
  • Exceptional communication skills.
  • Strong customer service, listening, communication, and problem-solving abilities.
  • Proven leadership and collaboration skills to drive continuous service management improvement across IT functions.
  • Experience leading or participating in agile and/or lean initiatives.
  • Strong facilitation, coordination, and interpersonal skills.
  • Able to identify, resolve, and close issues to the satisfaction of all stakeholders.
  • Ability to work independently with minimal supervision.
  • Attention to detail, capable of prioritizing and delivering accurate results under deadlines.
  • Consistent ability to meet required deadlines.

CORE COMPETENCIES:

  • Customer Orientation: Effective performers prioritize customer needs and strive to meet and anticipate them.
  • Team Management: Successful performers understand team dynamics and actively build effective work groups.
  • High Standards: Committed to delivering high-quality work within deadlines.
  • Organization & Planning: Possess strong organizational skills to manage time effectively and prioritize tasks.
  • Results Orientation: Focused on achieving outcomes and maintaining a sense of urgency.
  • Communicativeness: Recognize the importance of information exchange and ensure team members have necessary information.
  • Change Mastery: Adaptable to change and skilled in change management techniques.
  • Business Thinking: Understand the interconnectedness of business processes and their impact on the organization.
  • Relationship Building: Proactively maintain a broad network of professional relationships.