Location: Atlanta, GA. Hybrid Work Model (Onsite at least 3 days per week)
Duration 12Months +
Role Overview:
The ServiceNow Platform Developer will play a key role in driving platform governance, strategic planning, and advanced development for the Client Corporation's IT department. This position is responsible for enhancing and supporting a wide range of ServiceNow capabilities, including CMDB, Discovery, Service Mapping, Asset Management, Service Catalog, and Service Portal Development. The ideal candidate will have extensive technical experience and a collaborative, innovative mindset, with a strong focus on optimizing service management practices and aligning platform capabilities with business goals.
This role requires a proactive, self-starting team player with the ability to lead initiatives, mentor team members, and ensure seamless delivery of platform enhancements and support. The position includes a scheduled rotation for 24x7x365 coverage and a hybrid work arrangement (onsite 3 days per week, remote 2 days).
Key Responsibilities:
Platform Leadership & Governance: • Align platform development with business and IT strategies, providing technical leadership to the platform team and senior management. • Design and maintain a comprehensive architectural view of the platform, ensuring alignment with best practices. • Oversee platform governance, guiding the development team and ensuring adherence to priority demands and project goals. • Lead technical escalations, responding to defects, incidents, and service-impacting issues with timely resolution.
Development & Enhancement: • Design, develop, and maintain ITSM features such as Incident, Change, Problem, Service Catalog, Service Portal, and Service Mapping. • Create and manage custom Business Rules, UI Actions, UI Policies, Client and Server Scripting, Roles, MID Servers, and SLAs. • Implement platform upgrades, including planning, testing, and certification of integrations and business processes. • Enhance and extend out-of-box and custom platform features, including scoped applications and external integrations.
Integration & Automation: • Design and develop integration endpoints using OAuth, Basic, and HMAC authentication methods. • Create web services for inbound and outbound transactions using RESTful APIs, JSON, HTTP, SSL, XML, and GIT. • Build and maintain connections using Integration Hub to connect ServiceNow with proprietary and non-proprietary applications. • Develop, test, and deploy technical processes, including scheduled jobs, import sets, transform maps, UI design, and platform notifications.
Service Management & Optimization: • Lead efforts to mature the CMDB, Discovery, and Asset Management practices, ensuring data integrity and alignment with industry standards. • Conduct health checks, monitor system performance, and proactively address potential issues to maintain optimal platform functionality. • Mentor and guide vendors and internal team members in the development and maintenance of the ServiceNow platform. • Develop and maintain scripting and Service Catalog Items using Flow Designer for varying levels of complexity.
Collaboration & Support: • Collaborate with Enterprise Architecture, Platform Product Owners, and other stakeholders to design and implement platform solutions. • Participate in process development workshops and requirements gathering activities. • Provide technical support, problem resolution, and proactive troubleshooting for production and process issues. • Engage in on-call support rotations, handling incident resolution and problem determination as needed.
Qualifications:
Education: • Bachelor's Degree in Information Technology or a related field (Advanced Degree preferred).
Experience: • 5+ years of experience in supporting and implementing ServiceNow in large IT environments. • 3+ years of experience optimizing service management, CMDB, and Asset Management practices.
Technical Skills: • Proficient in ServiceNow Tokyo or higher versions. • Expertise in Agile (SCRUM) Development Methodology and SDLC. • Advanced knowledge of ServiceNow platform capabilities, including:
o ITSM, ITOM, CMDB, Discovery, Service Mapping
o Cloud Provisioning and Governance (AWS, Azure, GCP)
o HAMPro, SAM, SecOps, and IRM modules
o Strategic Portfolio Management and Performance Analytics • Experience with programming languages (JavaScript, XML, HTML, CSS, Angular) and API integration (REST, SOAP). • Familiarity with industry-leading Event Management tools. • Strong problem analysis skills, including scripting and automation (Unix shell scripting, PowerShell, Python).
Certifications (Preferred but Not Required): • ServiceNow Certified Administrator, Developer, or Implementation Specialist. • ITIL Foundation Certification (v4 preferred). • IAITAM Certifications (CAMP, CSAM, CITAM, CHAMP). • CMDB/Discovery/Service Mapping Fundamentals.
Soft Skills: • Strong written, oral, and interpersonal communication skills. • Ability to mentor team members and lead development efforts across multiple workstreams. • Effective time management and adaptability to changing priorities and objectives. • Public speaking skills to lead presentations and discussions with technical and non-technical stakeholders.
Additional Responsibilities: • Ensure system integrity by testing and deploying updates across multiple browsers and devices. • Collaborate with functional groups to prevent disruptions to other systems during updates. • Lead small and medium-scale deployments, including planning, testing, and release management. • Continuously review and improve existing configurations, addressing potential issues proactively. • Participate in process improvement initiatives to enhance platform capabilities and reduce downtime.