ServiceNow Solutions Developer

• Collaborate with teams to gather detailed requirements for new features or changes.
• Analyze current system capabilities and identify improvements or gaps.
• Configure and update ServiceNow workflows and settings to meet business needs.
• Conduct testing to ensure accuracy and performance of updates.
• Assist business users during User Acceptance Testing (UAT).

ServiceNow Support & Maintenance

• Investigate and resolve reported issues by replicating problems and implementing long-term solutions.
• Review and fulfill user requests, ensuring feasibility and efficiency.
• Track and report resolution progress in line with service level agreements (SLAs).

Communication & Collaboration

• Coordinate with vendors and internal contacts to identify and fix process issues.
• Work closely with users to solve problems and suggest improvements.

Additional Functions:

• Keep up to date on the latest industry trends in ServiceNow
• Any additional tasks as the need arises.

Educational Background:

• Graduate of 4- or 5-year course, Computer Science or Computer Engineering
• Certifications (ITIL v3, ServiceNow System Administration/Development) are a plus but not required.

Work Experience or Training:

• Software development experience in any platform (Web, Mobile, Desktop) for at least seven (7) years
• At least four (4) years relevant experience in ServiceNow solution design and implementation
• Four (4) 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
• Familiar with LDAP, MS Active Directory
• Experience in professional people management / technical thought leadership an advantage
• Prior leadership experience an advantage

Technical Skills:

• 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

Nice to Have:

• Prior leadership experience
• Knowledge of Agile/Scrum methodology
• Knowledge of IT service management
• Experience with Incident Management, Service Request Management, Problem Management, Change Management and other ITIL process areas
• Familiar with LDAP, MS Active Directory

Skills and Abilities:

• Confidence in technical discussions at all levels
• 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 skill / Analytical skills

Other Work Conditions:

• Work time: 2 PM to 11 PM Manila
• Observe US holidays

Extended work time where required