ServiceNow

Key Responsibilities:

• ServiceNow Development: Design, develop, and implement custom applications and solutions on the ServiceNow platform using ServiceNow Studio, JavaScript, and REST API integrations.
• Configuration & Customization: Configure and customize ServiceNow modules, including Incident Management, Problem Management, Change Management, Asset Management, and Service Catalog to meet organizational needs.
• ServiceNow Administration: Perform routine administrative tasks, including user management, role-based access control (RBAC), reporting, and dashboard creation. Troubleshoot and resolve platform issues.
• Integration Development: Develop integrations between ServiceNow and other enterprise systems (e.g., Active Directory, LDAP, Jira, Azure, Salesforce, etc.) using SOAP/REST APIs, Web Services, and MID Server.
• Automation & Workflow: Design and implement workflows and business rules in ServiceNow to automate and streamline processes and improve operational efficiency. Use Flow Designer and Orchestration capabilities to automate tasks.
• Incident & Request Management: Manage incident lifecycle and improve processes related to incident and request handling, ensuring high-quality service delivery.
• Problem & Change Management: Configure and customize the Problem Management and Change Management modules to ensure compliance and adherence to ITIL best practices.
• Reporting & Dashboards: Create, modify, and maintain reports and dashboards in ServiceNow to provide visibility into key performance indicators (KPIs) and process performance.
• Service Catalog Management: Build and manage Service Catalog items, including defining workflows, approvals, and automation to improve service delivery to internal and external stakeholders.
• Security & Compliance: Maintain platform security by ensuring proper access control policies, data protection mechanisms, and compliance with industry standards (e.g., GDPR, SOX, ITIL).
• Support & Troubleshooting: Provide technical support for ServiceNow users, assist in troubleshooting issues, and offer guidance on best practices.
• Continuous Improvement: Stay up-to-date with ServiceNow releases, new features, and enhancements. Continuously improve ServiceNow implementations by leveraging new capabilities and functionalities to meet evolving business needs.

Required Qualifications & Skills:

• 2-5 years of experience in ServiceNow development and administration.
• Proficient in ServiceNow Platform and related technologies, including JavaScript, HTML, CSS, and XML.
• Strong understanding of ITIL processes and how they are mapped to ServiceNow functionality (e.g., Incident Management, Change Management, Problem Management, Service Catalog).
• Experience with ServiceNow scripting (e.g., Business Rules, Client Scripts, UI Actions, UI Policies, Scheduled Jobs).
• Knowledge of ServiceNow modules such as Asset Management, CMDB, Change Management, Incident Management, Problem Management, and Service Catalog.
• Familiarity with ServiceNow Flow Designer and Orchestration for automating workflows and tasks.
• Experience with REST and SOAP APIs for ServiceNow integrations with other enterprise systems.
• Ability to develop custom applications on the ServiceNow platform.
• Experience in designing and implementing ServiceNow reporting and dashboard solutions.
• Hands-on experience in MID Server setup and configuration for integrations.
• Knowledge of Security Incident Response (SIR) and Governance, Risk, and Compliance (GRC) modules is a plus.
• Experience working in Agile environments and participating in sprint planning, reviews, and retrospectives.
• Strong analytical and problem-solving skills with the ability to troubleshoot and resolve complex issues.
• Good communication skills and ability to work effectively with business users, stakeholders, and technical teams.