ServiceNow Developer (ITSM)

Position Overview

This headcount is to support ITSM ServiceNow solution in development and maintenance standpoint. The resource will take charge in expanding ServiceNow Implementation and capabilities to the Healthcare clusters. The resource will also support in deployment enhancements and address defects in ITSM solution. Upon consolidation of ITBM and IRM solution, the resource will assist in maintaining these modules.

Role & Responsibilities

• Implement ServiceNow ITSM features and modules as per requirements from Synapxe departments and clusters
• Propose additional modules/features that will be required to meet requirements from ServiceNow users/departments
• Ensure the incidents and requests is answered/resolved within required SLA
• Support patching/upgrade requirements of the ServiceNow Platform
• Build enhanced User experience features such as Service portal, Mobility etc
• Support operational requirements such as User access management, PAM, license management etc
• Engage with stakeholder in collecting requirements, providing OOTB demo, supporting user acceptance testing and user training
• Support production rollout and release process
• Ensure all ServiceNow instances is in good health status
• Support other team members on technical aspects of the product
• Code review and propose improvements in the configuration/customizations of the platform

Requirements

• ServiceNow Implementation Specialist (CIS ITSM), Admin (CSA) and Developer (CAD)
• Certified on at least 1 ServiceNow Mainline certifications e.g. CMDB, Discovery, Event, Workspace etc
• Knowledge of ITIL methodologies and processes.
• Experience in Asset management and CMDB Implementation and Data Normalization.
• Experience with Core module (Incident, Problem, Service Request, Knowledge, Change, Service Portal) and on Event management and Discovery Modules.
• Ability to create and Modify Workflows with experience in agent workspace design and implementation.
• Good at creating required information for Reporting, and Dashboards.
• Hands on experience with Java Scripting.
• Experience in application design, development and deployment with the Service-now platform.
• Experience in migrating data from different tools into ServiceNow.

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