Overview
Skills
Job Details
Key Areas of Responsibilities
Lead technical consultants and developers in delivering services in compliance with client governance, service-level agreements, and industry best practices.
Serve as primary technical point-of-contact for internal support work and as the face of the development team to client and management.
Ensure quality of work delivered by technical team, serve as escalation point for stakeholder concerns, and identify and implement technical team process efficiencies to benefit the technical team and process owners.
Define, at an architectural and design level of detail, technical solutions aligned with client business cases and ServiceNow Implementation Best Practices.
Understand process owner requirements, translate to high-quality technical solutions, and communicate and deliver them to stakeholders.
Write/estimate stories, monitor developer work, and own overall quality and delivery of development.
Lead technical integration onboarding efforts with new clients to understand their current processes and platform configurations.
Ensure quality of delivered solutions, development artifacts, documentation, and knowledge transfer activities.
Mentor developers and technical consultants on technical design standards and best practices.
Maintain and build proficient knowledge of the ServiceNow platform and products.
Research technology partner or other vendor solutions when necessary.
Contribute to continual improvement of Delivery Services processes and the maturing of varied portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements.
Education and/or Experience Qualifications Required Qualifications
CSA and CIS ITSM certifications current or within 6 months of hire
Minimum of two additional CIS certifications current or within one year of hire
Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing assistance in solving business processes and/or technical problems
Experience scripting in the ServiceNow platform using JavaScript (Business Rules, client scripts, UI actions, UI pages, AngularJS, Jelly, etc.)
Strong analytical and problem-solving skills
Experience leading technical teams
Ability to effectively prioritize and execute tasks
Fundamental understanding of key technologies relevant to the ServiceNow integration solutions, including SSO, SAML, SSL, LDAP, JDBC, ODBC, REST, SCP, and FTPS.
Proven history of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the business while meeting deadlines
Flexibility to work evening and weekend hours as necessary
Excellent verbal and written communication skills with the ability to relay technical information to a non-technical audience and effectively interact with all stakeholders including senior leadership
Highly self-motivated and directed with keen attention to details
Ability to work both independently and in a collaborative team environment
Knowledge of ITIL
Solid process documentation skills
Experience with web services integrations Preferred Qualifications
Degree or equivalent, preferably in Computer Science or Information Technology
7+ years working on the ServiceNow platform
Experience in ITSM, domain separation, CSM, ITOM, and CMDB
ITIL Foundations Certification