ServiceNow Developer

Reporting to the Manager Service Delivery and procurement, the ITSM Developer will be responsible for managing and administering our ServiceNow platform, ensuring its smooth operation and optimizing its functionality to meet the needs of our organization. In addition to ServiceNow administration, the candidate will work closely with our Level One and Level Two Technical Analysts ensuring efficient IT service delivery by ensuring they have the tools and systems to offer best in class customer service.

This position can be based in any of our National offices and may have the opportunity to work in a hybrid environment.

What You Will Be Working On

Responsibilities

ITSM

• Manage and configure the ServiceNow platform, including modules, workflows, forms, and integrations
• Collaborate with stakeholders to gather requirements and implement customizations and enhancements
• Maintain system availability, performance, and security through routine maintenance and upgrades
• Monitor system usage, troubleshoot issues, and resolve incidents and service requests related to ServiceNow

Service Desk Duties:

• Maintain and enhance our dashboard capabilities, to provide our stake holders with a comprehensive and up-to-date overview of the status and progress of incidents and requests.
• Understand the various requests and incidents we typically receive and ensure ServiceNow is properly configured to support this work
• Maintain and update our end user surveys module of ServiceNow
• Contribute to knowledge base articles and user documentation to enhance self-service capabilities

Configuration Management:

• Manage the configuration management database (CMDB) within ServiceNow, ensuring accurate and up-to-date configuration item (CI) data
• Coordinate with other teams to establish and maintain accurate relationships between CIs and their dependencies

Process Improvement and Optimization:

• Identify opportunities for process improvements within ServiceNow and propose solutions to enhance efficiency, automation, and user experience
• Conduct regular assessments and audits to ensure compliance with ITIL best practices and internal policies

Training and User Support:

• Develop training materials and conduct training sessions for end-users to promote effective utilization of ServiceNow
• Provide guidance and support to users on ServiceNow features, functionality, and best practices

What We Are Looking For

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Solid experience in ServiceNow administration, including configuration, customization, and module management.
• Knowledge of IT service management (ITSM) processes, particularly incident management, request fulfillment, and problem management.
• Familiarity with ITIL framework and best practices.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills and the ability to interact effectively with end-users and stakeholders.
• Service Desk experience and proficiency in handling technical support tickets is preferred.
• ServiceNow certifications (such as Certified System Administrator) are a plus.