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 platform, 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 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:
  • 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: 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.

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