Job Description
The selected resource must support, optimize, and expand configurations across all currently implemented modules , including:
ITSM - Incident Management, Problem Management, Change Management, Service Catalog and Knowledge Management
CSM - Customer Service Management and Employee Service Portal
CMDB - Configuration Management Database
HAM - Hardware Asset Management
Primary Responsibilities
• Solution Design & Analysis: Work closely with business stakeholders to understand their requirements and design easy-to-use solutions. Analyze complex business problems and translate them into technical designs that fully leverage platform capabilities.
• Platform Configuration: Customize and configure applications using built-in features such as UI policies, business rules, data policies, and client scripts. Prioritize ServiceNow out-of-the-box (OOTB) functionality, modifying it only as necessary to meet specific campus requirements.
• System Integration: Design and implement robust integrations using web services, APIs, and other methods—specifically REST, SOAP, or MID Server - to connect ServiceNow with external institutional systems and ensure seamless data flow.
• Best Practices & Governance: Follow development best practices, adhere to coding standards, and follow governance guidelines. Maintain rigorous documentation of all technical designs, development activities, and configuration changes.
• Roadmap, Prototyping & Estimation: Partner with leadership to drive toward the implementation of the platform roadmap. Demonstrate platform capabilities to show stakeholders what is possible/recommended, rapidly prototype new solutions, and reliably estimate work effort to enable proper team prioritization.
• Platform Health: Ensure overall ServiceNow availability via good design, thorough testing, and responsiveness in root cause analysis. Stay updated with the latest features, releases, and industry trends to recommend and implement continuous improvements.
Required Experience:
• Higher Education Industry Experience — Required
• 5+ years of experience administering or developing within a large-scale implementation of ServiceNow — Required
Required Certifications:
• ServiceNow Certified System Administrator (CSA) — Required
Technical Skills:
• Platform Scripting: Deep proficiency in JavaScript, the ServiceNow Glide API (GlideRecord, GlideSystem, GlideAjax), Business Rules, UI Actions, Client Scripts, Script Includes, and UI Policies.
• Workflow Automation: Advanced expertise in building complex logic using Flow Designer, Workflow Editor, and IntegrationHub.
• User Interface & Experience: Strong front-end development skills using HTML, CSS, and AngularJS to configure, customize, and build custom widgets within the Service Portal / Employee Center.
• Integration Frameworks: Proven experience designing and configuring data integrations via REST and SOAP web services, JSON, XML, Import Sets, Transform Maps, and MID Server configurations.
• Data & Configuration Architecture: Robust understanding of database design, CMDB class hierarchies, and Hardware Asset Lifecycle configurations.
• Application Lifecycle & Governance: Expertise in managing code deployment using Update Sets (cloning, conflict resolution, migration paths), App Engine Studio, and adhering to strict ServiceNow development guardrails to preserve platform upgradability.
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