ServiceNow Developer

Service Now Developer
- Hybrid, Cary, North Carolina

The Technical Support Operations team is looking for an IT Software Service Now Developer to work on the team for the SAS Service Now CSM product. This role will work closely with the Service Now platform team, Technical Support Operations, and business users to drive current and future development in the CSM product. As the developer on the team, you will execute on the product roadmap, learn Service Now development best practices, and contribute to the design and implementation of CSM and Knowledge Management for Global Technical Support.

Our team is responsible for ensuring SAS Technical Support has the processes, frameworks, and tools needed to support SAS customers. We’re a highly dynamic team that works cross functionally to enable our support agents and we’re looking for someone that can join in that mission and bring solid development experience and a passion for Service Now and Service Now CSM.

• Support and maintain Service Now CSM and Knowledge module solutions such as catalog items, customizations, workflows, dashboards and reporting to meet business needs while working with Business Analysts to understand user requirements and provide mapping to Service Now workflow processes.
• Analyzes, designs, develops, implements, tests, and maintains the Service Now CSM application within the Service Now Platform; actively works with other developers & architects to ensure integrity and consistency across the Service Now Platform.
• Uses Software Development Lifecycle phases to deliver an application of high quality, incorporating current best practices and methodologies.
• Maintains an awareness of and research new Service Now capabilities, trends, architectures, and implementation techniques as they relate to the delivery of applications, integrations, and data.
• Participates in business, technical and design discussions with Operations team members, the Service Now IT community and end-users. Builds and maintains business partnerships. Delivers prioritized technology efforts, while meeting the appropriate expectations for schedule, scope, and quality. Effectively identifies, manages, mitigates, and escalates risk to appropriate levels of management.
• Apply knowledge of Service Now CSM and Knowledge modules, ensuring optimal use of the current platform. Stay up to date with Service Now platform updates, best practices, and industry trends.
• Ensures all applicable security policies and processes are followed to support the organization’s secure software development goals.
• Performs other duties as assigned.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

• 5+ years of relevant experience in software development, programming, testing, consulting, or supporting complex software applications.
• Bachelor’s degree in Computer Science, Engineering or related quantitative field.
• Knowledge of application development, data integration, database, database management and / or user-interface design principles.
• Ability to communicate with stakeholders and people of various technical backgrounds, think analytically, write, and edit technical material, and the ability to write and present clearly on technical matters in a business context.
• Ability to conceptualize business needs as it relates to CSM and Knowledge Management and translate into technical solutions across Global Technical Support.
• Ability to collaborate with and support the development of other team members.
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

• Building Customer Relationships – Ensuring that the customer’s internal or external needs are met. Taking accountability for customer satisfaction and loyalty.
• Collaborating – Working cooperatively with others to help a team or work group achieves its goals.
• Communication – Conveying information and ideas clearly and concisely to individual or groups in an engaging manner that helps them understand…