Senior ServiceNow Developer

About Us

As a market leader in Business Process Optimization and IT services for over 20 years, Canon Business Services Centre Philippines helps organizations optimize, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

About the Role

The Senior ServiceNow Developer role 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.

The Senior ServiceNow Developer 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.

Essential Duties

• Administrate internal or customer ServiceNow instances.

• Assist in the creation, management and improvement of new or existing CBS customers’ ServiceNow instances. This may include (but not limited to):

1. 1. 1. Configuration/Customization of the ServiceNow system, including creating workflows

      2. 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

      3. Uses scripting tools and ServiceNow functionality create script to automate rote tasks being done in ServiceNow

      4. Performs integrations and process automation using ServiceNow Orchestration

      5. Gathers specifications from the IT department and delivers a product/release that meets the needs presented. Create requirements definitions and technical specifications documentation.

      6. 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 CBS/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 Heads of CBS Managed 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

Qualifications

• 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

Experience & Capabilities

• 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

If this sounds like you, we’d love you to apply!

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps