Sr. ServiceNow ITOM and CMDB Developer

SailPoint, the industry leader in Identity Security, is looking for an experienced Sr. ServiceNow Developer to join our cross-functional ServiceNow team. This individual will be a key team member in our growing and impactful organization as SailPoint continues to scale globally as the industry leader in Identity Security.  This position will report directly to our ServiceNow Manager/Technical Architect, and contribute to a team of specialists providing development support to SailPoint business units related to IT, Employee and Customer workflows on the ServiceNow platform.

As the Sr. ServiceNow ITOM and CMDB Developer, you will have a strong background in ServiceNow platform development and configuration, with a specific focus on IT Operations Management (ITOM) and Configuration Management Database (CMDB) solutions.  Your primary focus will be collaborating with internal stakeholders to understand CMDB use cases/outcomes, as well as gather requirements and translate them into outcome-focused ServiceNow ITOM and CMDB solutions aligned to CSDM.

You will serve as our ITOM/CMDB expert on the ServiceNow team and will work closely with team members to support the ServiceNow platform and create innovative solutions in a constantly-changing business environment.  Expect to work in cross-functional teams across IT, Security, Customer Support, Professional Services, Revenue Operations, Engineering, and HR in support of the company’s ServiceNow operations and strategy.

The successful candidate will have a passion for ServiceNow as the workflow engine of the business, be obsessed with customer service, and have a desire to see continued adoption of the ServiceNow platform across the organization. Come make your mark in a high energy environment at one of the most consistently highest rated “best places to work” in Austin over the past 10 years!

This is a remote position for candidates based out of Mexico.

Job Responsibilities

Including, but not limited to:

• Serves as a technical advisor on ServiceNow for the business providing outcome-focused guidance leveraging leading practices, and native platform capabilities

• Design, develop and configure ServiceNow ITOM and CMDB modules, including Discovery, Service Mapping, and Configuration Management

• Configure and maintain the CMDB data model, ensuring accurate and up-to-date configuration item (CI) information

• Collaborate with cross-functional teams to define and implement ITOM and CMDB leading practices, ensuring alignment with industry standards (e.g. CSDM) and ITIL processes

• Serves as our subject matter expert on the CMDB and ITOM modules delivering integrated solutions that meet the ITOM and CMDB needs of the organization

• Manage integrations between ServiceNow and external platforms for CMDB population via Integration Hub, Service Graph connectors and custom API development

• Provide on-going production and end user support, along with administration functions such as managing users, workflows, tables, and data

• Utilize tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability

• Use a systematic approach and a wide breadth of ServiceNow platform knowledge to troubleshoot, identify, and solve technical issues

• Utilize tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability

• Responsible for defining requirements, designing workflows, participating in all build/configuration, testing, and implementation activities, as well as analysis and troubleshooting to meet specifications of a project or service request

• Monitors and employs source code control techniques and configuration management to ensure configuration is consistent across development and production environments

• Ensure ServiceNow applications meet SailPoint security standards and best practices

• Stay updated with the latest ServiceNow releases and ITOM/CMDB-specific features, proactively identifying opportunities for process improvement and system optimization

• Responsible for developing training materials and plans for end users, as well as providing initial and recurring training to business users as the platform continues to evolve

• Use scripting tools and ServiceNow functionality to create scripts that automate repetitive tasks

• Builds modern user interfaces to improve the overall user experience of ServiceNow, leveraging business-smart customization when necessary

Required Experience and Skills

• English and Spanish language proficiency

• 5+ years hands on experience with ServiceNow development and administration at an enterprise level designing, building and continuously improving scalable ServiceNow solutions using out-of-box functionality, with a focus on ITOM and CMDB

• Strong expertise in ServiceNow ITOM and CMDB modules, including Discovery, Service Mapping and Configuration Management

• Proficient in ServiceNow development and configuration, including workflows, business rules, UI policies and scripting using JavaScript

• Current implementation specialist certifications for ServiceNow ITOM and Discovery, along with a System Administrator certification

• Experience with Customer Service Management (CSM) is a plus

• Experience with Glide APIs, Javascript, HTML, XML, AJAX and REST web-services

• Strong conceptual understanding of ServiceNow’s relational database and data model

• Strong understanding of ITIL methodologies and technical governance

• Demonstrated skills associated with software design, modification, implementation and deployment, including object-oriented development concepts

• Understanding of key design patterns and large data volume limitations and best practices

• Skilled at analyzing and mapping complex business processes to technical solutions, while identifying opportunities for business process re-engineering

• Experience with QA methodologies (usability testing, performance testing, automated testing, test scripts, test cases and test plans)

• Familiarity with the continuous delivery model and agile development processes

• A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies

• Must have a high focus on user experience with a propensity for incorporating modern design trends into solution design

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level

• Truly enjoys delivering IT solutions and a strong desire to see the continued acceptance and success of those solutions at SailPoint

• Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience

#LI-AS1 #LI-REMOTE

SailPoint is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.