Responsibilities

Configure the ServiceNow platform to meet the organization's ITOM requirements. Design and implement workflows, forms, and automation scripts to optimize ITOM processes.
Configure observability tools to inform on user behavior, system availability, capacity, etc. to ensure that everything is performing optimally.
Conduct requirements analysis for development of new features, components and enhancements to existing components. Conduct or participate in design discussions, design/code walkthrough meetings.
Design, develop, review, test, deploy and support out of the box solutions in the platform. Ensure compliance to customers security best practices and coding standards. Ensure compliance to customers reference architecture and requirement/design artefacts. Ensure compliance to customers development and release methodologies (CM/CI/CD).
Navigate and adapt to various environments providing support for and working closely with customers. Contribute to production work including deployments and incident and problem management.
Provide technical guidance to customers and act as mentor to less senior team members. May give presentations to management and customers.
Integrate ServiceNow ITOM modules with other enterprise systems to create a seamless and efficient information flow. Establish and maintain data integrations to ensure accuracy and consistency.
Generate and analyze reports related to Discovery, Service Mapping, and Event Management. Ensure the organization is prepared for audits and regulatory inspections.

Requirements

Degree in Computer Programming or Information Technology related discipline
5+ years of experience working with the ServiceNow platform, with a focus on ITOM modules.
Strong understanding of Discovery, Service Mapping, and Event Management principles and best practices.
Experience in Observability a plus.
Experience in configuring ServiceNow workflows and forms. Experience with creating and maintaining ServiceNow objects like tables, business rules, client scripts, UI actions, UI policies, script includes workflows etc.
Experience with User Management including groups, users, roles, ACLs, etc. Excellent problem-solving and communication skills.
Relevant certifications in ServiceNow (e.g., ServiceNow Certified Implementation Specialist) is a plus.