ServiceNow Developer IV

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University Operations is seeking an Service Now Developer IV. This role serves as the technical subject matter expert for the university's Service Now platform, responsible for the design, development, administration, support, and continuous improvement of enterprise service management solutions. This position utilizes an AI-first and configuration-first approach, leveraging low-code and no-code capabilities whenever feasible to deliver scalable, maintainable, and upgrade-safe solutions while developing custom applications and integrations when business needs require advanced functionality.

• Design, implement, and support IT Service Management (ITSM) processes, including Incident, Request, Change, Problem, and Knowledge Management, aligned with ITIL best practices.
• Configure and enhance Strategic Portfolio Management (SPM) solutions to support demand, project, portfolio, and resource management processes.
• Drive continuous improvement initiatives focused on process optimization, automation, operational efficiency, and user experience.

• Design, develop, configure, and maintain Service Now applications, workflows, forms, portals, work spaces, and user experiences.
• Utilize platform capabilities including Flow Designer, Next Experience, JavaScript, Glide APIs, HTML, and CSS to deliver effective solutions.
• Prioritize native low-code and no-code functionality to minimize technical debt and maximize platform sustainability.
• Develop custom solutions when business requirements extend beyond standard platform capabilities.

• Design, develop, and maintain integrations using REST APIs, Integration Hub, web services, ETL processes, and legacy integration methods.
• Support Configuration Management Database (CMDB) and Common Service Data Model (CSDM) initiatives through service modeling, data governance, and data quality management.
• Ensure the integrity, reliability, and usability of platform data and service relationships.

• Monitor platform performance, availability, security, and user adoption, proactively identifying opportunities for enhancement.
• Develop and maintain reports, dashboards, metrics, and data analyses to support operational and strategic objectives.
• Create advanced queries and reporting solutions using Glide Record and SQL-based tools.
• Evaluate emerging Service Now capabilities, AI features, and automation technologies to improve service delivery and operational effectiveness.

• Collaborate with stakeholders to gather, analyze, and document business, functional, and technical requirements.
• Translate business needs into scalable, secure, and upgrade-safe Service Now solutions.
• Provide technical guidance and recommendations to support strategic decision-making.

Bachelor’s degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

• Demonstrated experience with Service Now application development, including Flow Designer, Next…