ServiceNow Lead Developer - Alix Partners

BASIC PURPOSE:
The ServiceNow Developer is responsible for the advanced development, administration, and integration of the
ServiceNow platform. This role involves leading projects and ensuring the platform meets strategic business needs. This
position is focused on strategic platform management, operational and maintenance aspects of the platform, and
ensuring its optimal performance and utility for the organization.
ESSENTIAL FUNCTIONS:
• Lead the administration and configuration of the ServiceNow platform, ensuring it is optimized for
performance and scalability.
• Manage and maintain ServiceNow modules, ensuring they are aligned with business processes and best
practices.
• Driving adoption of ServiceNow AI capabilities to accelerate implementation
• Mentor the development team for ServiceNow AI capabilities.
• Perform day-to-day administration of the ServiceNow platform, including user management, system
configuration, and data management.
• Oversee system upgrades, patches, and new releases, ensuring minimal disruption to services.
• Monitor system performance and take proactive measures to ensure optimal performance and uptime.
• Maintain and manage ServiceNow modules, including Incident, Problem, Change, Asset, and Configuration
Management.
• Ensure the platform adheres to best practices and complies with organizational policies and procedures.
• Implement and maintain security controls and protocols to protect sensitive data.
• Develop and customize ServiceNow applications and services, ensuring they meet business requirements.
• Create and manage scripts, workflows, and automation processes to enhance platform functionality.
• Integrate ServiceNow with other enterprise systems using REST/SOAP APIs.
• Provide training and support to end-users, ensuring they understand and can effectively use the ServiceNow
platform.
• Develop user guides, training materials, and documentation to facilitate user adoption.
• Provide technical support for the ServiceNow platform, troubleshooting and resolving issues in a timely
manner.
• Work closely with IT and business teams to identify and resolve platform-related issues.
• Maintain and update documentation related to platform configurations, customizations, and workflows.
• Design, create, and maintain custom reports and dashboards in ServiceNow to provide insights and support
decision-making.
• Analyze data and metrics to identify trends, issues, and opportunities for improvement.
• Collaborate with stakeholders to ensure reporting meets business needs and aligns with organizational goals.
QUALIFICATIONS:
• Bachelor’s degree in computer science, Information Technology, or a related field.
• 6-8 years of experience in ServiceNow administration, development, and project management.
• ServiceNow Certified System Administrator, ServiceNow Certified Application Developer, ITIL
Foundation certification preferred.
• Knowledge about ServiceNow AI capabilities
• Advanced understanding of IT Service Management (ITSM) and ITIL principles.
• Proficiency in JavaScript, HTML, CSS, REST/SOAP web services, and ServiceNow development tools.
• Strong project management skills, with experience leading complex projects.
• Excellent leadership mentoring, and communication skill
CRITICAL COMPETENCIES FOR SUCCESS:
Teamwork – The skills needed in this competency, can include persuading, helping, listening, and getting
along with others.
Communication — This competency contains skills like listening, presenting, and clearly expressing ideas in a
written and oral format. Exceptionally strong written and verbal communication skills
Responsibility — Depending on the organization, this competency can refer to social responsibility (community
involvement, green operations) or it can refer to accountability.
Problem solving- Passion for problem solving, with an ability to identify technological solutions to business
problems. Willingness to challenge and improve the status-quo and eliminate toil by streamlining processes
and introduce automation as much as possible.
Feedback- Be able to handle receiving feedback or constructive criticism on your work.
Focusses on Learning – Demonstrate ability and willingness for continuous learning.
WORK CONDITIONS:
• Employees must possess comfort in learning, training, and engaging with others virtually through
Microsoft Teams, and TeamViewer.