Job Description: Role of trusted advisor and technical expert, guiding organizations through their Service

Now journey.

Leverage your in-depth knowledge of the platform to design, implement, and optimize Service

Now solutions tailored to address specific business needs. ** Collaborate with multi-functional teams to gather and understand business requirements and translating them into technical specifications for Service

Now implementations.

Provide technical expertise and support for Service

Now implementations, process improvement initiatives, and data analysis.

Provide technical guidance to customers and act as mentor to less senior team members.

May give presentations to management and customers.

Participate in user acceptance testing (UAT) and assist with data migration activities.

Participate in identifying and resolving process bottlenecks.

Design, develop, and implement solutions using Service

Now platform capabilities.

Design and implement workflows, forms, and automation scripts to optimize ITOM processes.

Develop and maintain Service

Now workflows, forms, scripts, and reports.

Develop basic reports and dashboards to visualize Service

Now data and track key performance indicators (KPIs)..

Customize and configure Service

Now applications based on business needs.

Configure the Service

Now platform to meet the organization's ITOM requirements.

Configure observability tools to inform on user behavior, system availability, capacity, etc. to ensure that everything is performing optimally.

Configure core Service

Now modules (ITSM, ITOM, CSM) to support core IT service management processes.

Key Activities:



Discover devices and applications across various network segments to ensure data quality of CMDB.

Build Service Maps to drive service-aware operations and gain visibility into relationships between applications, IT components, and cloud services.

Implement Event Management solutions to improve service availability, provide root cause analysis, and automated remediation.

Conduct requirements analysis for development of new features, components and enhancements to existing components.

Conduct or participate in design discussions, design/code walkthrough meetings.

Design, develop, review, test, deploy and support out of the box solutions in the platform.

Ensure compliance to customers security best practices and coding standards.

Ensure compliance to customers reference architecture and requirement/design artefacts.

Ensure compliance to customers development and release methodologies (CM/CI/CD).

Navigate and adapt to various environments providing support for and working closely with customers.

Contribute to production work including deployments and incident and problem management.

Integrate Service

Now ITOM modules with other enterprise systems to create a seamless and efficient information flow.

Establish and maintain data integrations to ensure accuracy and consistency.

Generate and analyze reports related to Discovery, Service Mapping, and Event Management.





Ensure the organization is prepared for audits and regulatory inspections.

Stay informed about industry best practices and evolving regulatory requirements.

Propose and implement improvements to ITOM processes and Service

Now configurations.

Experience as a Developer with at least 5 years software development experience and can demonstrate strong development skills in the areas of ITSM/ITOM.

Proven experience in business process transactions Proficiencies in business process management and optimization Experience with system administration, and of Service

Now.

Experience with User Management including groups, users, roles, ACLs, etc.

Experience in setting up and managing out of the box applications.

Experience in configuring Service

Now workflows and forms.

Experience with creating and maintaining Service

Now objects like tables, business rules, client scripts, UI actions, UI policies, script includes, workflows etc.

Excellent problem solving and analytics skills, with proven experience of requirements gathering and translating requirements into technical deliveries.

Demonstrate excellent communication skills and be confident presenting ideas and designs to different stakeholder levels.

Solid understanding of Discovery, Service Mapping, and Event Management principles and best practices.

Ability to learn quickly and adapt to new technologies.

Experience in Observability a plus.

Relevant certifications in Service

Now (e.g., Service

Now Certified Implementation Specialist, Six Sigma, PMP) is a plus.

Must be comfortable working independently with minimal oversight as well as comfortable working in a team setting swarming and peer programming.

📌 ServiceNow Developer (ITSM Module) At Client Site in Ottawa
🏢 DXC Technology
📍 Ottawa