ServiceNow Developer responsible for designing, implementing, and maintaining CMDB solutions across Sun Life’s infrastructure estate. Collaborates with teams to gather requirements and translate them into solutions.
About the role
- ServiceNow ITAM Architect leading ITAM modules for SailPoint's ServiceNow AI platform. Delivering enterprise asset management solutions and overseeing technical governance within cross-functional teams.
Responsibilities
- Contribute to the ServiceNow AI platform roadmap and strategy
- Lead the outcome-focused delivery of ServiceNow ITAM capabilities
- Enforce technical governance policies (platform engineering and development standards)
- Manage ServiceNow code quality control processes
- Work collaboratively with our ITOM & CMDB experts, infrastructure teams, and vendor(s)
- Serve as our ITAM expert across ServiceNow AI platform delivery and AI-powered self-service workflows
- Lead workshops, tech solutioning, development, and unit testing for ITOM Discovery and/or Service Mapping and/or ITAM HAM Pro / ITAM SAM Pro
- Provides input and sign off on solution design for complex features
- Advocate for ServiceNow as the AI digital front door and enterprise asset management platform
- Design, develop, and deploy ServiceNow ITAM features (HAM & SAM)
- Set up On-premise and SaaS provider integrations to 3rd party asset applications (e.g., MS Office, Adobe Cloud, SCCM/InTune/Entra, Tanium, Jamf, etc.)
- Execute discovery runs to ensure like-for-like functionality and validate data collection
- Create and utilize reports and dashboards to demonstrate current and historical usage
- Assist with configuring content libraries, SCCM, InTune, Entra, Tanium and Jamf Service Graph Connectors
- Load, manipulate and maintain enterprise asset data between ServiceNow and other systems
- Monitor health, usage, and overall compliance of ServiceNow and its integrated applications
- Configure and customize platform components and extend ServiceNow functionalities using UI builder, portal designer, client/server-side scripting, UI policies, business rules, and Flow Designer (aka Workflow Studio).
- Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time.
- Support the team in managing operational work: tier-2 support and troubleshooting for ServiceNow incidents and operational requests, along with administration functions such as managing users, workflows, tables, and data
- Performs access reviews, conducts compliance activities, and serves as delegate for administrative processes
- Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time.
- Use a systematic approach and a wide breadth of ServiceNow platform knowledge to troubleshoot, identify, and solve technical issues
- Utilize tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability
- Responsible for defining requirements, designing workflows, participating in all build/configuration, testing, and implementation activities, as well as analysis and troubleshooting to meet specifications of a project or service request
- Monitors and employs source code control techniques and configuration management to ensure configuration is consistent across development and production environments
- Ensure application meets SailPoint security standards and best practices
- Investigate and advise on new features released by ServiceNow and what impact they could have on current processes
- Use scripting tools and ServiceNow functionality to create scripts that automate repetitive tasks
- Tailor user interfaces to improve the overall user experience of ServiceNow, leveraging UI builder and custom HTML/CSS/Javascript when necessary
Requirements
- At least 5 years hands on experience with ServiceNow development and administration with a focus on the ITAM domain
- Proven experience in implementing CMDB/CSDM, ServiceNow Discovery, HAM and SAM
- Current implementation specialist certifications for ServiceNow Discovery, HAM, and/or SAM, along with a System Administrator certification
- Strong ITIL methodology competency
- Builds great user experiences across the following UIs: Service Portal, Workspaces, Next Experience core UI, and UI pages
- Ability to perform “pro-code” development with a foundational knowledge of Glide APIs and platform-related programming languages (JavaScript, AngularJS, Python, etc.)
- Strong understanding of ServiceNow platform data model
- Demonstrated skills associated with software design, modification, implementation and deployment, including object-oriented development concepts
- Understanding of technical governance, key design patterns and large data volume limitations and best practices
- Skilled at analyzing and mapping complex business processes to technical solutions, while identifying opportunities for business process re-engineering
- Experience with QA methodologies (usability testing, performance testing, automated testing, test scripts, test cases and test plans)
- Integration experience using REST APIs, IntegrationHub, and/or MID Server
- Familiarity with the continuous delivery model and agile development processes
- Experience using collaboration tools such as Microsoft Teams, Slack and Confluence
- A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
- Must have a high focus on user experience with a propensity for incorporating modern design trends into solution design
- Truly enjoys delivering Enterprise Service Management solutions and a strong desire to see the continued acceptance and success of those solutions at SailPoint
- BS Computer Science, Engineering, or equivalent experience
Benefits
- Health insurance
- Flexible work arrangements
- Professional development
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