IT Service Management Developer

5 days ago

Mandaluyong City, National Capital Region, Philippines Coforge Full time ₱900,000 - ₱1,200,000 per year

ITSM Senior Developer (IT Service Management)

Core Responsibilities

· ServiceNow Development: Design, implement, and customize ServiceNow modules including ITSM, CSM, and integrations with third-party tools using REST APIs .

· Process Optimization: Streamline IT service management workflows and enhance operational efficiency through tailored ServiceNow solutions .

· Knowledge Management: Build and maintain knowledge bases aligned with ITIL best practices. Collaborate with SMEs to curate content that reduces ticket volume and boosts self-service adoption .

· Technical Documentation: Prepare design-level, program-level, and user-level documentation to support development and deployment .

· Customization & Configuration: Utilize scripting (UI Policy, Client Script, UI Actions, Business Rules, Scheduled Jobs) and workflow tools to implement and maintain ServiceNow functionalities

Skills & Expertise

· Experience – 6 – 8 years of experience

· ITSM & CSM Modules: Deep understanding of IT Service Management and Customer Service Management within ServiceNow.

· Integration Experience: Proven ability to integrate ServiceNow with external systems using APIs.

· AI Use Cases: Exposure to AI-driven enhancements like Now Assist.

· Change & Incident Management: End-to-end handling of change requests, incident resolution, and knowledge management.

· Training & UAT: Conduct user training and participate in User Acceptance Testing and deployment cycles .

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