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Senior Service Now Developer

Date: 27-Nov-2021

Location: Taguig City, Philippines

Company: Canon

POSITION GOAL(S)

  • The Senior ServiceNow Developerrole is part of the business applications team responsible for the maintenance and support of customer support applications.
  • The primary role of the Senior ServiceNow Developer is to maintain and improve applications within their portfolio to continually meet the changing demands of our business, service offerings and our customers. The Senior ServiceNow Developer will be responsible for providing support for our ServiceNow instances and will work closely with internal and external delivery teams. We strive to work with the best people who continually adapt and help extend our capability internally and to our customers.
  • As a Senior ServiceNow Developer, this role requires a good range of technical capabilities in line with technologies we manage for our customers as well as the ability to be a key contact and escalation point for our internal teams and customers. Currently the Senior ServiceNow Developer will be required to administrate multiple ServiceNow instances, which are domain separated.

 

POSITION DUTIES / RESPONSIBILITIES

  • Administrate internal or customer ServiceNow instances.
  • Assist in the creation, management and improvement of new or existing Harbour IT services. This may include (but not limited to):
    • Configuration/Customization of the ServiceNow system, including creating workflows
    • Build service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service
    • Uses scripting tools and ServiceNow functionality create script to automate rote tasks being done in ServiceNow
    • Performs integrations and process automation using ServiceNow Orchestration
    • Gathers specifications from the IT department and delivers a product/release that meets the needs presented. Create requirements definitions and technical specifications documentation.
    • Load, manipulate and maintain data between ServiceNow and other systems
    • Work with IT managers to generate views and reports as needed
    • Must analyze and fully understand user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap
    • Thorough understanding of ITIL/ITSM processes
    • Performs system and integration testing with sample and live data
    • Monitor health, usage and overall compliance of the application
  • Provide 2nd level technical support for applications related within your scope of support
  • Adhere to Incident, Problem and Change Management processes as per HIT/customer standards (ITIL) and within SLAs
  • Fulfilment of Service Requests within customer SLA
  • Being available to take phone calls for escalated enquiries or tickets
  • Create and maintain technical documentation and knowledge base for support team’s services
  • Provide recommendations to the Delivery team managers and Head of End User Services and on areas to improve our capability and efficiency through applications
  • Understand high level business requirements and create technical outcomes based on these requirements

 

SKILLS, KNOWLEDGE, QUALIFICATIONS & EXPERIENCE

The position requires the following skills & knowledge:

  • Knowledge of Active Directory / LDAP
  • Knowledge of disciplined software release build/deploy processes
  • Knowledge of integrating with internal and external applications and systems
  • Knowledge of cross-browser and platform compatibility requirements including IE rendering issues
  • Knowledge of JavaScript, HTML, CSS and good web design practices
  • Ability to effectively communicate with all levels of the organization
  • Ability to demonstrate analytical and problem-solving skills
  • Ability to successfully design, develop, and support web-based applications and websites
  • Ability to interface and develop with Java/J2EE backend technologies
  • Ability to work on multiple overlapping projects
  • Ability to work independently with minimal supervision

 

The position requires the following qualifications and experience:

  • ServiceNow Administrator Certification
  • ServiceNow Developer Certification preferred
  • Minimum of 5 years’ experience in a Technical Support role, preferably including experience in a Managed Services Environment
  • At least 3 years’ experience working with ServiceNow
  • Experience and understanding of Service Management practices and functions
  • Current ITIL v3 Foundation or above certification
  • Experience working in a Managed Services environment
  • Experience managing any service management product
  • Degree or Tertiary Qualification

 

 

OTHER INFORMATION / REQUIREMENTS

List any other information relevant for the position:

  • Work schedule is based on Sydney time.