BORUSG Sr. ServiceNow 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 process 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 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) and 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.

• 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 sensitive, critical, or high‑pressure issues.
• Collaboration:
  
  Team‑oriented mindset capable of maintaining 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.

• Industry
  
  Experience:
  
  Prior working experience within Higher Education or Government entities (Federal, state or local) is highly desirable.
• Service Now‑Related
  
  Certifications:
  
  Certified System Administrator (CSA), Certified Application Developer (CAD), Service Now Certified Implementation Specialist (CISM) in ITSM or CSM.