Senior ServiceNow/CMDB Developer and Administrator

Responsibilities

• Collaboration: Collaborate with cross-functional teams including Infrastructure, security, business, vendors, and other stakeholders to identify opportunities for process improvement and innovation, gather business requirements and translate them into technical designs and process workflows in ServiceNow
• Implementation: Design, build and deploy ServiceNow solutions, including
• custom applications, workflows, forms, scripts, features, and enhancements using ServiceNow development and industry best practices
• Integration: Integrate ServiceNow with other systems and applications to streamline data exchange and improve operational efficiency
• Support: Troubleshoot, triage and resolve incidents, problems, requests, changes, events logged in ServiceNow across all ServiceNow modules and custom applications related to functionality, performance, integrations, etc. providing timely support and guidance to stakeholders
• Reporting: Create and optimize reports, dashboards, KPIs to track volumes, trends, SLAs and other metrics
• System Administration: Perform system administration tasks - manage users, access controls, implement upgrades, maintain data integrity.
• Maintenance: Manage and drive ServiceNow upgrades by creating and executing the upgrade plan, including testing, defect tracking and resolution by coordinating with stakeholders
• Agile Release Management: Managing team work using Agile methodology with backlog management, sprint planning, scrum calls/daily sync, etc.,
• Documentation: Create and maintain comprehensive documentation, including technical specifications, configuration guides, standard operating procedures and runbooks
• Training and Mentoring: Provide training and guidance to junior team members on ServiceNow development best practices, CMDB administration, and related items
• CMDB Management: Oversee and be the CMDB module owner by defining processes and best practices to ensure asset data ownership, relationships, completeness and accuracy, implementing said processes and governance of the same, providing training and awareness.
• Management, triage and resolution of automated asset discovery from various sources
• Ensure CMDB health by implementing governance policies, procedures and alerts to stakeholders and asset owners
• Provide timely support to asset owners to address and resolve requests, issues
• Build and report CMDB metrics and KPI to stakeholders and leadership.
• Oversee ServiceNow platform as a whole - continuously identify opportunities for process and system optimization, implement automation where possible
• Oversee and take ownership of the CMDB module to ensure asset data accuracy, ownership and completeness.
• Manage CMDB data, perform CI mapping, and ensure integrity of CI relationships

Qualifications

• Bachelor's degree in Computer Science, Information Systems or related field
• 5+ years of hands-on ServiceNow development and administration experience
• Certified System Administrator and Certified Application Developer certifications
• Excellent knowledge of ServiceNow modules - ITSM, Incident, Problem, Change,
• Request, Knowledge, CMDB, Discovery, HR, SPM, SecOps, ITOM, etc.
• Experience with JavaScript, HTML, CSS, AngularJS, REST API, JSON
• Excellent troubleshooting and analytical skills
• Strong communication skills with the ability to translate technical concepts to non-technical stakeholders and ability to interact with global teams
• Collaborative mindset with the ability to work effectively in a team environment, as well as independently with minimal supervision
• Ability to adapt to changing priorities and business needs in a fast-paced, dynamic environment
• Fluency in reading, writing and speaking English