ServiceNow ITSM and ITOM Developer

Role & responsibilities

Job DescriptionJob Description

ServiceNow ITSM and ITOM Developer

About Jade

Jade Global is a well-positioned, long-time ServiceNow Implementation partner.  We create value through our vast portfolio of IT and business services delivered by highly skilled developers and architects. We are looking for individuals who believe in growing with a growing consulting organization.

Role Summary

ServiceNow developers specializing in ITSM and ITOM are responsible for managing the ServiceNow platform to optimize IT service delivery and IT operations. This includes designing, configuring, developing, troubleshooting, and implementing baseline and custom ITSM and ITOM applications.

Key Responsibilities

• Develop, install, and troubleshoot ServiceNow ITSM and ITOM modules.
• Configure and deploy ITSM workflows for Incident, Problem, Change, Knowledge, and Request Management.
• Manage and enhance ITOM functionalities, including Discovery, Event Management, Service Mapping, and Cloud Management.
• Create & Modify Probes, Sensors, and Patterns against multiple types of infrastructure and applications
• Integrate ServiceNow with external platforms using REST/SOAP APIs and MID servers.
• Maintain a healthy and accurate CMDB by implementing Discovery and Service Mapping best practices.
• Automate IT processes using Flow Designer, workflows, and scripting.
• Implement, Monitor, and optimize Event Management for incident correlation and proactive issue identification.
• Create dashboards and performance analytics for ITSM and ITOM metrics.
• Provide training, documentation, and support for ITSM and ITOM functionalities.
• Assist in end-to-end ServiceNow implementations, from requirement gathering to deployment.
• Manage work queues for multiple clients, ensure work is well defined and scoped, and assigned to ServiceNow Technical Consultants for development
• Lead weekly meetings with clients to discuss their needs and ensure current work assigned to team is progressing
• Present, educate and persuade clients on best practices as it pertains to their ServiceNow environment
• Coordinate with Subject Matter Experts for requests from clients when needed
• Develop and execute ServiceNow roadmaps as defined and approved by the platform owner.

Education

• Bachelors degree in Computer Science, IT, or a related field.

Job Requirements

• 4-6 years of ServiceNow development experience.
• CSA/CAD certifications (Compulsory).
• CIS-ITSM or CIS-ITOM certification (Compulsory).
• Strong knowledge of JavaScript.
• Experience with configuration of ITSM and ITOM modules.

Knowledge, Skills, Abilities, and Responsibilities

• Expertise in ServiceNow ITSM modules:

• Incident Management

• Problem Management
• Change Management
• Knowledge Management

• Request Management

• Strong understanding of ITOM processes and modules:

• Discovery: Configure and manage infrastructure discovery.

• Event Management: Correlate events with incidents for proactive issue resolution.
• Service Mapping: Map applications and services to underlying infrastructure.

• Cloud Management: Integrate cloud environments into ServiceNow.

• Comprehensive knowledge of CMDB best practices and CI relationship mapping.

• Experience customizing ServiceNow using: Forms, UI Policies, Client Scripts, Workflows, UI Actions, Business Rules, Script Includes, Inbound Actions.
• Extensive hands-on experience with web-based languages: JavaScript, CSS, Jelly, XML, HTML, and Glide.
• Proficiency in integrating ServiceNow with third-party tools via SOAP/REST APIs.
• Experience in agile development environments.
• Strong understanding of ITIL practices and their application in ITSM and ITOM solutions.
• Proven ability to deliver end-to-end solutions for ITSM and ITOM requirements.
• Excellent communication and presentation skills