Analyze, design, develop, and maintain ServiceNow CMDB and service management ITIL processes
Demonstrate knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships
Manage development team and guides solutioning practices, in collaboration with product owner
Manage sprint releases, and code migrations (managing update sets) in ServiceNow
Demonstrate background in establishing Change Advisory Boards and identifying standard change
ITIL process development and enhancements
Establish platform governance to manage technical demand and platform integrity
Administer ServiceNow platform: Business Rules, UI Actions, UI Policies, Client and Server Scripting, Roles, User and Group Administration, MID Servers, Service Mapping, and SLAs
Utilize Workflow Editor and Flow Designer to configure out of the box workflows and create/maintain custom workflows
Plan, test, and execute upgrades for ServiceNow platform
Update and maintains a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all integrations and business processes for use after the upgrade completes
Design, implements, tests, documents, and deploys existing technical processes, such as scheduled jobs, import sets and transform maps, UI design, and platform notifications
Enhance customized platform and portal features and capabilities, including scoped applications and external application integrations
Review technical requirements to ensure that they are provided in sufficient detail to be accurately estimated
Develop, maintains, and enhances existing scripting in ServiceNow
Create, configure, and manage integration endpoints using various authentication methods like OAuth, Basic, and HMAC
Design, develop, and maintain Service Catalog items with varying levels of complexity
Create and maintain web service technologies for inbound and outbound transactions (RESTful, JSON, HTTP, SSL, XML, and GIT)
Oversee Service Portal Design, Catalog Taxonomy, and ServiceNow Mobile development
Lead development work of vendors working in the ServiceNow platform
Mentor and share technical knowledge with service management team
Manage multiple workstreams concurrently while maintaining a high level of attention to detail
Design and build integrations to expand platform capabilities: Application plugins, custom application design, service graph connector, Integration Hub (Automation Engine)
Support ServiceNow production environment which include but no limited to: Incident & Change Management, Reporting and Dashboard Management, User and Group Administration
Interact with various internal support groups to create ServiceNow ITIL-compliant processes
Analyzes impact of problems and escalates appropriately
Partners with internal and external support specialists regarding problem determination and resolution