JOB DESCRIPTION

Softchoice Managed Services
Job Title: ServiceNow Developer & Administrator
Hiring Manager: Robbin Simpkins
Department: Managed Services Operations

JOB SUMMARY:

Softchoice Managed Services is seeking a talented ServiceNow Developer & Administrator to join our dynamic team. This role offers an exciting opportunity to create and build a new and enhanced ServiceNow environment and experience for Managed Services Customers and our team. You will use your technical expertise to drive transformative, scalable, and reliable solutions, leveraging cutting-edge ServiceNow technologies within the Xanadu and Yokohama instance versions.

QUALIFICATIONS/REQUIREMENTS:

• Post-graduate education in Computer Science or related area.
• 5+ years of experience working with web application technologies (HTML, CSS, JavaScript, REST, etc.).
• 3+ years of ServiceNow development/implementation/administrative experience.
• Experience developing applications on the ServiceNow platform and related technology (App Creator, Studio, ES5/ECMAScript, related client and server APIs).
• Strong grounding in fundamentals of web application development (identity, security, etc.).
• Experience working with structured data, schema, and databases.
• Experience integrating internal and external (SaaS-based) applications.
• Superior attention to detail with excellent written and verbal communication skills.
• Ability to understand complex business needs and adapt appropriately.
• Ability to learn and adapt to new technologies applicable to the ServiceNow platform.

DESIRED QUALIFICATIONS:

• Certified ServiceNow Developer, Administrator, or Implementation Specialist.
• Experience with Infrastructure Automation and DevOps practices.
• Comfortable leading in both technical and organizational contexts.
• ServiceNow Integration experience with Salesforce, PowerBI, and Qualtrics.
• Experience with AI and machine learning technologies, including predictive analytics and natural language processing.
• Proficiency in using AI tools and platforms such as Microsoft Azure AI, Tableau, and ChatGPT.
• Strong understanding of automation frameworks and tools, including experience with Infrastructure Automation and DevOps practices.
• Ability to leverage AI insights for strategic decision-making and process optimization.
• Familiarity with AI governance and ethical AI use in the workplace.

• Collaborate with stakeholders to understand, scope, design, and implement requirements effectively.
• Ensure adherence to ServiceNow coding standards and best practices, leveraging the most modern technologies.
• Design, develop, and configure workflows, forms, scripts, and underlying logic.
• Contribute to developing a QA strategy, with solutions for unit, regression, and acceptance testing.
• Collaborate with the platform team to design a code integration/test/deployment pipeline.
• Support ServiceNow version upgrades - install, test, and take new applications live in ServiceNow.
• Offer technical solutions to address complex requirements.
• Evaluate alternate solutions, identifying the best options and implementing the ideal solution.
• Facilitate agile story grooming sessions, ensuring user stories are well-defined and detailed using the Gherkin format (Given-When-Then) for clear requirements and points allocation.
• Participate in requirements detailing and testing to ensure comprehensive coverage and adherence to the Gherkin format.
• Create system administration design documentation to support a sustainable development practice.
• Analyze, troubleshoot, and remedy identified system issues escalated by ServiceNow Admins.
• Implement, refine and maintain modern AI features such as: Predictive Intelligence, AI chatbot, Now Assist, AI Knowledge, AI Customer Sentiment and others to enhance functionality.
• Focus on advanced reporting solutions, leveraging Platform Analytics within ServiceNow to provide comprehensive insights.
• Integrate customer and partner/vendor ITSM solutions, leveraging integrationHUB for seamless communication between different platforms (commonly referred to as “eBonding”).
• Develop and maintain custom support portals tailored for individual customer needs.
• Continuously improve technical skills and knowledge by utilizing the ServiceNow Learning Platform.
• Maintain ServiceNow Developer certification and follow the learning track to stay updated with the latest features and best practices.
• Regularly participate in webinars and training sessions provided by ServiceNow to enhance skills and knowledge.
• Apply knowledge from ServiceNow training modules to improve development and implementation processes.
• Regularly update system plug-ins and applications to ensure optimal performance and security.
• Perform system audits of business rules, error logs for integrations, and email transaction failures regularly.