ServiceNow Developer

JOB OBJECTIVE

This position will design and develop ServiceNow application following Software Development Life Cycle. The incumbent will also provide support (ServiceNow changes, requests, incidents) and configuration.

MAIN DUTIES

Software Development / Configuration

Requirement Gathering

• Interview and probe the business process team and project requestor to capture all the needed requirements to ensure detailed understanding of the project.
• Create requirements list and ensure that all requirements are captured at the proper level of detail and within the prescribed standards/guidelines.

Gap Analysis

• Analyze and compare the list of requirements against the existing functionalities of current software to categorize configurable requirements.
• Identify the requirements which can be readily configured or can be delayed for future releases or will need customization based on requirement complexity.

Configuration

• Create/update settings and workflows within software to fulfill the requirements.
• Identify settings and workflows within software which can be reused by other business users.

Testing

• Perform thorough testing based on scenarios.
• Fix defects and validate fixes to ensure accuracy.
• Provide support during the user acceptance test with business units.

Software Maintenance and Support

Incident Management

• Validate the incident sent by user by replicating the issue.
• Troubleshoot / implement fix to validated issue and provide recommendation for long term solution, where applicable.
• Verify resolution with end user and update ticket status.
• Track, review and report overall progress of incident resolution to ensure SLA's are met.

Request Management

• Analyze the request sent by user to determine complexity, feasibility, and time needed to implement the solution.
• Work on requests by implementing appropriate solutions based on user requirement according to SLA.
• Track, review and report on overall progress of request fulfillment to ensure SLA's are met.

Customer / Vendor Communication

• Communicate regularly with counterpart/POC/vendor to identify process gaps and recommend improvements.
• Work closely with customers to analyze and resolve problems, identify trends and recommend preventive and corrective action.

ADDITIONAL FUNCTIONS

Keep up to date on the latest industry trends in ServiceNow

Any additional tasks as the need arise.

EDUCATIONAL BACKGROUND

Graduate of 4- or 5-year course, Computer Science or Computer Engineering or any related courses.

WORK EXPERIENCE OR TRAINING

• Software development experience in any platform (Web, Mobile, Desktop).
• At least one (1) year's relevant experience in ServiceNow solution design and implementation.
• One (1) years' experience in maintaining and supporting applications (Incident Management, Request Management, Escalation, and Troubleshooting).
• ServiceNow Knowledge in Business Rules, Access Controls Rules, Script Includes, UI Actions / Scripts / Policies, Client Scripts, GlideRecord, Workflows.
• A track record of being part of a team implementing the assigned system to end users.
• Experience with web service integration (API, SOAP, REST, JSON, XML).
• Experience with Front End Technologies: HTML, JavaScript, CSS, XML.
• Experience with Agile/Scrum methodology.
• Knowledge of IT service management.

Technical

• Understanding of Software Development Life Cycle and best practices
• Familiar with the ServiceNow ITSM products.
• Familiar with Front End Technologies: HTML, JavaScript, CSS, XML
• Proficient in Office Applications (Excel, Word, PowerPoint)

Abilities

• Should be able to support end-to-end implementations (from requirements gathering and deployment to user training)
• Demonstrated capability in data management, solving problems and able to work collaboratively within a team or independently.
• Capable of developing and maintaining excellent long-term client/supervisor/peer relationships
• Flexibility to work with a variety of personalities and styles
• Proven capability to work well under pressure and tight deadlines
• Must be a self-starter and keen to explore new solutions
• Strong oral and written communication skills.
• Team Player

OTHER SKILLS AND ABILITIES

• Excellent communication and writing skills
• Time management skills / Can work with minimum supervision
• Data Analysis, Organization and Reporting skills
• Quality Conscious (Superior attention to details)
• Ability to multi-task
• Planning, Scoping and Organizing
• Problem solving / Analytical skills

OTHER WORK CONDITIONS

• Work time: 2 pm to 11 pm Manila
• Observe US holidays
• Extended work time where required

COMPETENCY PROFILE

• Action Oriented
• Optimized Work Processes
• Ensures Accountability
• Collaborates
• Self-Development
• Nimble Learning

Job Type: Full-time

Benefits:

• Flextime

Education:

• Bachelor's (Preferred)

Experience:

• Front End Technologies: HTML, JavaScript, CSS, XML: 1 year (Required)
• ServiceNow: 1 year (Required)

Work Location: In person