ITSM ServiceNow Developer for IBM Cloud

sible for designing, implementing, and maintaining the IBM Cloud ServiceNow instance to support IT Service Management (ITSM) workflows. This role requires strong technical skills, experience with ITSM best practices, and a deep understanding of the Now Platform and Cloud computing. The ideal candidate will be able to work independently while also collaborating effectively within cross-functional teams.

• Key Responsibilities:

• ServiceNow Configuration & Customization:

• Develop custom workflows, forms, and reports to streamline ITSM workflows for incident management, problem management, change management, and service catalog creation.

• Configure roles, permissions, and fields to ensure appropriate access control and user experiences.

• Integration:

• Integrate ServiceNow with other business systems, including monitoring tools, to provide end-to-end visibility and automation.

• Implement APIs, web services, and data imports/exports as needed to facilitate seamless integration.

• Release Management:

• Participate in regular release cycles, ensuring smooth deployments and addressing any issues arising from upgrades or new releases.

• Collaborate with stakeholders to plan and prepare for major releases, coordinating communication, training, and testing efforts.

• Knowledge Management:

• Create, maintain, and curate knowledge articles and documentation related to ITSM processes, policies, and procedures.

• Process Improvement:

• Continuously evaluate and optimize existing ITSM processes based on feedback, metrics, and business direction.

• Propose and implement improvements to enhance efficiency, productivity, and customer satisfaction.

• Support & Maintenance:

• Troubleshoot and resolve incidents and service disruptions in a timely manner.

• Monitor system performance, security, and usage patterns to identify potential bottlenecks or areas for improvement.

Required Technical and Professional Expertise

• Required Experience (2 years or more):

• Bachelor's degree in Computer Science, Engineering, MIS, or equivalent field

• Experience as a ServiceNow Developer or similar role

• ServiceNow ITSM, incident, problem and change management

• ServiceNow Performance Analytics

• ServiceNow Platform Administration

• ServiceNow KB

• ServiceNow CSM, IRM, CMDB, VR knowledge

• knowledge of Cloud technology and service delivery

• Proficiency in JavaScript and RESTful API design

• Experience with Agile methodologies and project management principles

Preferred Technical and Professional Expertise

• ServiceNow Development certification preferred
• Experience with enterprise integrations
• Understanding of DevOps concepts, CI/CD pipelines, and infrastructure as code