Job Description

We are seeking a skilled ServiceNow professional to join our team at Tephra, Inc.

Responsibilities

• Provide guidance to ServiceNow resources on implementation, integration, data transfer, support, and development, including enhancement requests.
• Develop and administer technical solutions on the ServiceNow platform to meet the business needs of the IT department and beyond.
• Guide the team in creating detailed design artifacts.
• Review designs and code to ensure alignment with customer expectations and adherence to industry standards.
• Apply good web programming practices to configure robust solutions using the ServiceNow platform and make informed recommendations to process users.
• Consult with business analysts and process leaders to develop suitable technical solutions in ServiceNow.
• Follow up on outstanding development needs and provide timely status reports to project managers.
• Advise on options, risks, and impacts on business/ITIL processes.
• Communicate technical problems and solutions to both technical and non-technical audiences.

Skills Overview

• ServiceNow platform implementation, development, support, and enhancement.
• ServiceNow Discovery Configuration and Run Book Automation (preferred).
• Knowledge of web-based development languages, specifically JavaScript, Ajax, HTML, and CSS.
• Strong customer service and excellent verbal/written communication skills.
• Excellent attention to detail, ability to multitask, and effective time management skills.
• Understanding of the full ITSM application lifecycle.
• ITIL certification desired.
• ServiceNow Sourcing and Procurement Operations (SPO) knowledge or implementation experience is desirable.
• Strong CSM and integration knowledge is essential.

Experience

• 12 to 15 years of experience in administration, implementation, and configuration of an ITSM solution in medium to large organizations.
• 5 to 8 years of experience in administration, implementation, and configuration of ServiceNow in areas such as ITxM (ITSM, ITAM, ITOM), CSM (not limited to), SPO (desired), and Scoped Application solutions.
• Experienced in ITIL Process Definition, Integration Solutions, Architecture-level configurations, and converting business requirements into technical solutions.
• Must have experience integrating ServiceNow with other third-party systems or in-house tools developed by customers' in-house teams.
• Lead at least two implementation projects across different ServiceNow modules, including Scoped Applications, and one complete implementation lifecycle for ServiceNow.
• ServiceNow Sourcing and Procurement Operations (SPO) knowledge or implementation experience is desirable.
• Past work experience with leading providers of ITSM tools.
• Must have experience drafting designs, presenting them to architecture boards, and obtaining sign-off.
• Should be able to determine the right level of detail in low-level design.

Certifications

• Certified Application Developer.
• Certified Implementation Specialist - CSM.
• ServiceNow Certified Technical Architect (preferred).