The Engineer III – Software (ServiceNow) is responsible for the administration, development, integration, documentation and technical support of the ServiceNow platform.
Key Areas of Responsibility
Develop and maintain applications on the ServiceNow platform to CDW standards and quality that provide business value.
Work with business teams to clarify requirements and business needs.
Collaborate with other engineers and architects as appropriate to determine optimal solution architecture, efficiency, maintainability, and scalability.
Develop high-level user stories, scenarios, and prototypes.
Develop system test plans, ensure quality assurance standards are achieved, and validate that business goals are accomplished.
Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.
Participate in Scrum activities with the rest of the application development team, including sprint planning, daily stand-ups and sprint reviews.
Ensure stakeholders are responded to in a timely and professional manner. Foster open lines of communication with all parties.
Participate in on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met.
Four years experience in ITSM application administration/development.
Bachelor degree in Computer Science, or equivalent knowledge/experience.
Other Required Qualifications
Demonstrates sound working knowledge of ServiceNow’s core architecture and primary application modules such as Service Catalog, Event, Incident, Problem, Change, Release, Asset and CMDB, Discovery, Knowledge, and Self-Service Portal.
Contribute to the creation of custom reports and dashboards as well as generating KPIs and supporting metrics.
Customization of the Application UI and workflow.
Ongoing management of the ServiceNow environment, including platform version upgrades and application releases without business impact.
Responsible for fulfilling all requests for platform assistance including end-user trouble inquiries, regular maintenance, enhancements and defect fixes
Demonstrated understanding of an agile software development process.
Excellence verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, including senior leadership.
Demonstrated creative problem solving skills.
Ability to work effectively with and support the needs of, project team members and stakeholders.
Possess an understanding of the stages of the software development life cycle - Requirements Gathering, Design, Development, Testing, and Implementation.
Demonstrate solid interpersonal skills and be resourceful in order to participate in the development process.
2+ years of experience with developing and administering a domain separated ServiceNow Instance.
Experience integrating ServiceNow with third-party tools & systems (e.g., monitoring, ERP, ticketing applications).
Delivering new services via the service portal.
Experience shipping enterprise software in an agile development environment.
Experience developing and using web services (REST or SOAP).
Experience with relational databases (MySQL, MSSQL, PostgreSQL).
Experience with non-relational databases (Cassandra).
Experience with version control software (Github, Git, , Gerrit, Subversion).
Write functional requirements, develop test plans and address production issues.
Experience with application testing processes and successful migration to the production environment.
ServiceNow Application Developer Certification preferred.
Managed Services Engineer III - Software