ServiceNow Developer

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• Provide Tier 1 and Tier 2 end-user support for ServiceNow-related incidents, requests, access issues, reporting questions, catalog items, and basic configuration issues; escalate complex issues to the Senior System Administrator as needed. • Administer and maintain core ServiceNow platform components, including users, groups, roles, assignment groups, forms, lists, tables, reports, dashboards, notifications, and knowledge articles. • Configure and maintain ServiceNow solutions across core modules, including Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management. • Support configuration and enhancement of catalog items, record producers, workflows, approvals, forms, reports, dashboards, and automation using ServiceNow configuration tools and Flow Designer. • Assist with ServiceNow scripting and platform customizations, including Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, scheduled jobs, and notifications, under the technical direction of the Senior System Administrator. • Support, maintain, test, and troubleshoot ServiceNow integrations with other enterprise systems under the guidance of the Senior Developer, using approved integration methods such as REST/SOAP APIs and IntegrationHub where applicable. • Collaborate with stakeholders, IT teams, product owners, and the Senior System Administrator to gather requirements, document user stories, clarify issues, and support the delivery of ServiceNow enhancements. • Participate in Quality Assurance, regression testing, release validation, and User Acceptance Testing by preparing test cases, documenting results, logging defects, and supporting stakeholder testing activities. • Support ServiceNow upgrades, patches, releases, and update set validation by assisting with impact review, testing, defect documentation, remediation tracking, and post-release validation. • Develop and maintain reports, dashboards, and analytics to support operational performance, trend analysis, compliance, and decision-making. • Produce and maintain technical documentation, configuration documentation, user guides, admin guides, training materials, and Knowledge Base articles related to ServiceNow functionality and platform support. • Support agile delivery by helping prioritize, estimate, update, and complete assigned stories, tasks, incidents, and requests while communicating progress, risks, and blockers to the Senior System Administrator and relevant stakeholders. • Develop training materials and conduct ServiceNow training sessions for users, administrators, and stakeholders as needed, including at least once per quarter. • Position Reports to: Associate Director, Business Systems — IT • Receives technical direction, guidance, and mentorship from the Senior Developer.