ServiceNow Developer

DUTIES AND RESPONSIBILITIESProvides timely support and troubleshooting to colleagues and end-users with a high degree of customer service, technical expertise, and responsivenessAccountable for the end-to-end delivery of programs and projects related to ServiceNow within organizations, meets customer needs, delivers technology updates, manages the process of providing enhancements, and corresponds with the vendor(s) to ensure service and support are delivered within agreed SLAsMaintains information technology projects in line with IT strategies laid out by leadership, including leading cross-functional teams and managing critical stakeholders while performing complete project management tasks from proof of concept through final implementationDelivers weekly updates to management and stakeholders on the health and performance of the applicationMonitor ServiceNow's and the modules' health, administration, usage, and overall compliance.Respond to issues and implement immediate resolution efforts and ongoing end-user experience management across technology areas.Perform general ServiceNow administration duties such as in-depth knowledge of working incidents, requests, and problem tickets; organize and maintain the CMDB for accurate, reliable auditing and record keeping.Create documentation for the platform and prepare training materials for ServiceNow users.Work with our ServiceNow roadmap and offer suggestions of timeframe, and continuously look to improve our services by adjusting the roadmap based on IT and business priorities.By automating processes, offer/suggest improvements in our customer portal and all components.Continuous process improvements with the integration of both organizations (Open Door and FSW)Participates in planning for, and executing, continuous improvement opportunitiesEstimating project effort, including review of risks, concerns, status, and issuesLead ServiceNow administration in business process improvement efforts about service strategy, design, and delivery, following best practicesDesign, customize and optimize reporting capabilities within ServiceNow using built-in dashboards.Optimize reporting and SLA metrics to be distributed to IT management and key stakeholders.Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid changesContributes to the broader goals of the IT department and successIncorporates data privacy activities and ensures compliance across Open Door Family Medical Center; this requires monthly reporting and action list and track issues centrallyQUALIFICATIONSAt least 1-3 years experience of ServiceNow administration, including modules such as Service Catalog, Incident, Problem, Change, Request Asset, CMDB, Discovery KnowledgeFamiliar with project management methodologies such as PMP or Prince2ServiceNow Certified System Administrator desiredITIL framework Certification desiredPowerShell, JavaScript scripting, and experience with vendor APIs desiredExcellent at using Microsoft Office applications, Microsoft Visio, or similar flowcharting applicationsAble to communicate technical concepts to both technical and non-technical audiences

Key Skills

• SQL