ITSM ServiceNow Developer at Massmart

Summary:

ServiceNow developer is responsible for the ServiceNow platform of the entire management organization, which supports IT service management to automate business processes. The role involves designing, configuring, developing, troubleshooting, and implementing baseline and custom applications to enhance the platform for efficient operations.

Maintain and support the ServiceNow platform across multiple business units, by developing new requirements, administrating the system configuration and ensure that standards are maintained as per ITIL and ServiceNow guidelines and all internal standards.

The ServiceNow Developer will be responsible for configuring and developing ongoing business needs and changes for the ServiceNow ITSM tool. Perform day-to-day maintenance of the ServiceNow platform across multiple business units.

Provide recommendations based on business requirements, analyse, and translate into technical development. Managing and maintaining the core system configurations, aligning to ITIL standards and Global guidelines.

The position will be responsible for developing the ITSM tool based on requirements, scripting custom workflows, service catalogues, templates, and records. Deploying ServiceNow configurations, testing configurations and customizations while complying to overall governance. Provide system training and knowledge transfer in an easy and understandable manner.

Provide expert opinion on proactive optimization and new opportunities to streamline the tool and processes.

FUNCTIONS / RESPONSIBILITIES:

• Responsibly for day-to-day development and uptime of ServiceNow, including but not limited to updates, enhancements, configurations, and reporting.
• Responsible for all development related to call management and ServiceNow tool
• Own the strategic roadmap defined by Senior manager.
• Primary contact for executives, PMO and technical stakeholders in providing ServiceNow system configuration, maintenance, planning, requirements gathering, training and report generation.
• Ensure system validity, integrity, data integrity and credibility.
• Handle all enhancement requests and develop on modules used on the platform.
• Implement changes according to the established Change Management process.
• Monitor application performance and analyse where improvements can be made for efficient operations.
• Provide post implementation and upgrade support including, but not limited to, monitoring application performance, functionality, debugging support and system testing.
• Advise teams on design, configuration, development, troubleshooting and overall best practice configuration of ServiceNow.
• Work closely with the development team to grow and enhance skills and knowledge across the application.
• Provide after hour and on-call support, as and when needed.

Requirements:

Minimum Academic, Professional Qualifications & Experience required for this position

• Bachelor’s degree /Advanced Diploma in computer science, computer engineering, or information technology.
• Developer certification, JAVA, Linux, OS understanding > 15years
• Advanced knowledge and certification in the following areas of ServiceNow – Workflow Editing, Report Generation, Performance Analytics, Update Sets, Glide Records and Systems, SQL Database Management, Templates, Webservices API (REST & SOAP), MID server, etc. +10 years

Experience:

• 10+ years of hands-on experience with ServiceNow components such as Service Catalog, Incident, Problem, Change, Asset, Release, Knowledge, etc.
• 15 + years’ experience with ITIL framework
• 15 + years’ experience with object-Relational Mapping (ORM) frameworks.
• Advanced knowledge (+15 years) of programming languages including JavaScript, HTML5, Java, C++, and PHP.
• Knowledge of software systems and frameworks including AnglularJS, Git, GitHub, and .NET. (+15 years)
• Certified System developer (CSA)
• ITIL v4 certified
• ISO 20000 certification