Senior ServiceNow Developer

Senior ServiceNow Developer

Curran Daly & Associates
5-8 years
Not Specified

Job Description



Job Description

  1. POSITION GOAL(S)
  • The Senior Service Now Developer role is part of the business applications team responsible for the maintenance and support of customer support applications.
  • The primary role of the Senior Service Now Developer is to maintain and improve applications within their portfolio to continually meet the changing demands of our business, service offerings and our customers. The Senior Service Now Developer will be responsible for providing support for our Service Now instances and will work closely with internal and external delivery teams. We strive to work with the best people who continually adapt and help extend our capability internally and to our customers.
  • As a Senior Service Now Developer, this role requires a good range of technical capabilities in line with technologies we manage for our customers as well as the ability to be a key contact and escalation point for our internal teams and customers. Currently the Senior Service Now Developer will be required to administrate multiple Service Now instances, which are domain separated.
  1. POSITION DUTIES / RESPONSIBILITIES
  • Administrate internal or customer Service Now instances.
  • Assist in the creation, management and improvement of new or existing Harbour IT services. This may include (but not limited to):
    • Configuration/Customization of the Service Now system, including creating workflows
    • Build service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service
    • Uses scripting tools and Service Now functionality create script to automate rote tasks being done in Service Now
    • Performs integrations and process automation using Service Now Orchestration
    • Gathers specifications from the IT department and delivers a product/release that meets the needs presented. Create requirements definitions and technical specifications documentation.
    • Load, manipulate and maintain data between Service Now and other systems
    • Work with IT managers to generate views and reports as needed
    • Must analyze and fully understand user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the Service Now roadmap
    • Thorough understanding of ITIL/ITSM processes
    • Performs system and integration testing with sample and live data
    • Monitor health, usage and overall compliance of the application
  • Provide 2nd level technical support for applications related within your scope of support
  • Adhere to Incident, Problem and Change Management processes as per HIT/customer standards (ITIL) and within SLAs
  • Fulfillment of Service Requests within customer SLA
  • Being available to take phone calls for escalated enquiries or tickets
  • Create and maintain technical documentation and knowledge base for support team's services
  • Provide recommendations to the Delivery team managers and Head of End User Services and on areas to improve our capability and efficiency through applications
  • Understand high level business requirements and create technical outcomes based on these requirements
  1. SKILLS, KNOWLEDGE, QUALIFICATIONS & EXPERIENCE

The position requires the following skills & knowledge:
  • Knowledge of Active Directory / LDAP
  • Knowledge of disciplined software release build/deploy processes
  • Knowledge of integrating with internal and external applications and systems
  • Knowledge of cross-browser and platform compatibility requirements including IE rendering issues
  • Knowledge of JavaScript, HTML, CSS and good web design practices
  • Ability to effectively communicate with all levels of the organization
  • Ability to demonstrate analytical and problem-solving skills
  • Ability to successfully design, develop, and support web-based applications and websites
  • Ability to interface and develop with Java/J2EE backend technologies
  • Ability to work on multiple overlapping projects
  • Ability to work independently with minimal supervision

The position requires the following qualifications and experience:
  • Service Now Administrator Certification
  • Service Now Developer Certification preferred
  • Minimum of 5 years experience in a Technical Support role, preferably including experience in a Managed Services Environment
  • At least 3 years experience working with Service Now
  • Experience and understanding of Service Management practices and functions
  • Current ITIL v3 Foundation or above certification
  • Experience working in a Managed Services environment
  • Experience managing any service management product
  • Degree or Tertiary Qualification
  1. PERSONAL ATTRIBUTES
  • Wants to work in IT Field
  • Quick and eager learner
  • Friendly personality
  • Patient
  • Reliable, trustworthy, ethical, etc.
  • Enjoys helping people
  • Hard working
  • Looking not just for a job but for a career - in a company that looks to develop and progress staff
  1. INTERNAL & EXTERNAL RELATIONSHIPS

Internal:
  • Country Operations Manager
  • Service Desk Manager / Team Leader
  • Service Desk Team members
  • Service Delivery Managers
  • Managed Services Manager
  • Other Staff and Managers

External:
  • Clients calling for assistance
  • Clients through email correspondence in responding to their IT issues
  1. OTHER INFORMATION / REQUIREMENTS

List any other information relevant for the position:
  • Work schedule is based on Sydney time.
  1. PERSONAL DEVELOPMENT PLAN (PDP)

Each Harbour IT staff member is presented with a Personal Development Plan as part of their Performance Review process upon completion of a Probationary period with the company. The PDP is a training and development plan to provide clear career progression within the company

Job Details

Employment Types:

Industry:

Other

Function:

IT

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