BORUSG Sr. ServiceNow Developer

Senior Service Now Developer

Under broad supervision, designs, codes, tests, modifies and debugs computer software. The University System of Georgia (USG) is seeking a highly skilled Senior Service Now Developer to assist with development and configuration related tasks in support of our current Service Now implementation and provide development guidance/support related to our re-implementation endeavors. This role requires a self-starter, who can ramp up immediately to tackle our development, backlog, enhance self service capabilities, and assist with optimizing our Service Now platform.

The ideal consultant will have a deep technical background in core Service Now modules, a proven track record of participating in full lifecycle platform implementations, and the communication skills necessary to collaborate effectively with both technical teams and business stakeholders.

• Development & Backlog Execution:
  Rapidly absorb existing requirements to develop, configure, test, and deploy solutions for backlog items. Fully utilize the platforms, workflow and Flow Designer capabilities for process automation.
• Service Portal & Catalog Management:
  Create and enhance complex Service Catalog items. Update and support the Service Portal/Employee Center to improve user experience and self-service adoption.
• Knowledge Management:
  Maintenance of the Knowledge Base (KB) structure, ensuring optimal categorization, governance, and usability.
• Implementation & Integration:
  Perform full lifecycle, implementation tasks, including configuration, system integration, testing, requirements gathering, and solution design. Support and design robust integration between Service Now and third-party business systems.
• Reporting & Dashboards:
  Create, configure, and maintain Service Now reports, and dashboards to provide actionable insights to key stakeholders.
• Documentation:
  Author clear, concise technical, and processed documentation (processes, procedures, and day-to-day tasks) utilizing the Service Now Knowledge Base module.

Implementation

Experience:

Must have direct, hands-on experience, implementing or being an active part of a core Service Now Implementation team (e.g., Full platform, rollouts, major, module deployment, or system migrations)

Experience:

Minimum of 3-5+ years of hands-on experience as a Service Now Developer/Administrator

Core Module Expertise:
Strong, technical knowledge, and implementation experience with:

• ITSM (Incident, problem, change, knowledge, and catalog/request management)
• CSM (Customer Service Management)

Secondary Module Exposure:
Working knowledge and experience with HRSD (Human resources, service delivery) and CMDB.

Technical Proficiency:
Deep understanding of Service Now Best Practices, workflow, customization, Client Scripts, Business Rules, UI, Policies, and integration protocols (REST/SOAP)

Process & Change Management:
Solid understanding of ITIL frameworks, change management, and continuous process improvement activities.

Soft Skills and Professional Attributes

• Autonomy:
  Proven ability to work independently, manage time, effectively, and drive assignments/projects through to successful completion.
• Communication:
  Excellent written and verbal communication skills, with a talent for drafting clear business correspondence, and technical documentation.
• Diplomacy & problem-solving:
  Exceptional Customer service skills with the ability to respond to automatically to sensitive, critical, or high-pressure issues.
• Collaboration:
  
  A team-oriented mindset with the ability to maintain a high level of teamwork across various IT and business groups.
• Adaptability:
  Highly organized, flexible and capable of prioritizing tasks in a fast-paced environment

Preferred qualifications (Plus)

• Industry
  
  Experience:
  
  Prior working experience within Higher Education, institution/systems of Government entities (Federal, state or local) are highly desirable.
• Service Now-Related Certifications such as Certified System Administrator (CSA), Service Now, Certified Application Developer (CAD), Service Now Certified Implementation Specialist (CISM) in ITSM or CSM.