ServiceNow Developer- II

Overview

As a member of the Enterprise Business Applications team, TraceLink EBA-IT is seeking a ServiceNow Developer to establish, execute and manage TraceLink’s growing ServiceNow platform capabilities and operations across multiple business units.  As the Developer resource and business partner, you will work across business units to define, develop and test new best practice-based capabilities and to meet rapidly evolving business goals.  You will work on business requirement gathering, showcase best practices and help in operational work managing releases and iterative enhancements.  In parallel, you will have operational and administrative responsibilities for the global deployment working in close coordination with Security and other IT groups.  

Collaborating on a daily basis with many cross-functional business partners, the position calls for outstanding hands-on technical development, customer service and written/verbal communication skills.  Equally as important are agile work methodology skills, project management expertise and the ability to thrive in a fast-paced, growing and compliance-based cloud-first technology company.

Responsibilities

• Serve as core developer in the delivery of ServiceNow design, development and implementation projects as well as ongoing administration and operations ensuring availability, performance, security and quality objectives

• As a trusted business partner work directly with global groups and stakeholders to manage and define development requirements translating them into technical objectives

• Orchestrate and balance development work across multiple business units releasing value-add capabilities on a regular basis

• Develop and manage all integrations with other platforms via API or vendor provided connectors or iPaaS platforms

• Define requirements and implement ITIL based, industry best practices

• Establish and drive Service-Now configuration standards

• Facilitate the implementation and integration of all modules

• Manage agile development processes and backlog items

• As a fellow data steward,deeply understand business goals and develop a strategy focused on these goals that enables a rapid, iterative framework for continuous platform development and integration

• Lead business teams through complex, multi-phased delivery projects and provide hands-on delivery guidance

• Work to resolve escalated business unit issues in a timely manner coordinating non-department resources as required

• Actively promote and educate teams and stakeholders on ITIL frameworks and best practices

• Create and influence proper standards for development, governance and operational life cycle on the ServiceNow platform

• Be a team player with ability to drive for win-win solutions across multiple competing interests

• Manage HI request and core platform upgrades and patches with ServiceNow

• Orchestrate and execute technology evaluations, RFPs and POCs relating to new capabilities and integrations

• Collaborate with Security and Regulatory & Quality Compliance teams to drive IT compliance programs; define and promote IT policies, procedures and standards that align with all regulatory requirements and industry best practices. Ensure comprehensive and effective controls are implemented, maintained, and monitored in support of data protection

Qualifications

• 3-5 years progressing ServiceNow platform development and scripting

• 3-5 years JavaScript experience on ServiceNow

• 3-5 years hands-on experience with: Business Rules, Client Scripts, UI Policies, Script Includes, Database Views, ACLs

• 2-3 years ServiceNow API integration experience with other SaaS platforms

• Demonstrated project experience in each of the following areas:  ITSM, Service Portal, CMDB, Request, Incident, Problem, Change, KB, Asset, Security Operations and Vulnerability Response

• Hands-on experience on Self service portal, Service Catalog development,  workflows, flow designers, schedule jobs, transform maps, transform scripts for data loads and event management, working with update sets

• Hands-on ServiceNow IntegrationHub and RPA desired

• Bachelor’s degree in Computer Science, related fields or commensurate work experience

• ITIL certification; Very good ITIL process knowledge and ability to evaluate and bring out the correlations and impacts with respect to customer requirements and ITIL / industry standards

• ServiceNow developer certification

• Experience in releasing update sets across multiple environments

Experience conducting ServiceNow 6-month platform/”city” upgrades 

• Experience managing projects using Agile methodologies 

• Proven experience participating in global IT development projects consisting of onsite resources, contractors, consultants and managed services providers

• Strong project management experience especially with roll-outs and technology proof-of-concept (POC) initiatives and integrations

• Excellent problem-solving, triage and troubleshooting skills coupled with the ability to work well both in teams and independently

• Proven ability to flexibly adapt to rapidly changing business priorities and operational challenges

• Pharma, Healthcare or other security/compliance regulated industry experience preferred

• Experience in compliance to relevant data protection regulations and frameworks (HIPAA, GDPR, Privacy Shield, ISO 27001, SOC1/2 requirements and controls)

• Excellent oral and written communication skills including the ability to explain technical concepts to non-technical audiences

Additional Requirements

• Ability to break down complex problems to make decisions and drive progress; strong strategic planning, project management and collaborative leadership skills

• Possesses exceptional interpersonal and communication skills, both oral and written; able to articulate ideas to both technical and non-technical audiences

• Ability to work collaboratively with diverse leaders, communicate an IT vision and strategy across all levels of the organization, and build consensus around key initiatives and projects

• High level of organization, attention to detail, and aptitude for planning/managing deadlines

• Excellent interpersonal and project management skills with ability to work effectively with multiple functional areas

• Strong commitment to a team approach, and awareness of team and individual success dependencies

• Ability to successfully manage multiple projects with competing priorities and tight deadlines

• Proven experience in exercising sound judgment and working independently with minimal supervision and/or guidance.

• Proactive problem-solver, and one who presents problems and recommendations simultaneously

• Self-motivated, highly-driven, independent, and results-oriented. Ability to work within a fast-paced environment