ServiceNow IT Service Management Developer, Hybrid
- Full-time
- Shift : Day
- Location : Columbia Data Center
- Position Type : Exempt
The University of Maryland Medical System (UMMS) is an academic private health system, focused on delivering compassionate, high quality care and putting discovery and innovation into practice at the bedside. Partnering with the University of Maryland School of Medicine, University of Maryland School of Nursing and University of Maryland, Baltimore, UMMS is an integrated network of care, delivering 25 percent of all hospital care in urban, suburban and rural communities across the state of Maryland. For more information, visit www.umms.org.
General Summary
The ITSM Developer is responsible for developing and implementing technical solutions on the ITSM platform for UMMS. The ITSM Developer will provide administration, application development, maintenance, and technical support using best practice product programming techniques to configure robust solutions to the organization using the designated UMMS ITSM platform.
The ITSM Developer will work with a team of healthcare professionals to deliver solutions involving all aspects of service delivery including ITIL Request, Incident, Problem, Change, Knowledge, Asset, and other modules designed to automate and add meaningful value to the organization. The ITSM Developer will use software development methodologies best practices to conduct requirements analysis, system design, and play a vital role throughout the entire development lifecycle in a high-velocity organization.
Principal Responsibilities and Tasks :
Work with both department and organizational stakeholders to research, analyze, and implement enterprise-wide solutions / capabilities / enhancements to support the organization’s business / mission goals and objectives.Create, maintain, and enhance Incident Management, Problem Management, Service Request Management, Change Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign-on (SSO) capability, as well as integrations and workflows supporting operational integrity and ease of use.Maintain Forms, Reports, Views, Workflows, Groups, and Roles, including custom Roles when necessary.Coordinate application and platform upgrades, including robust and complete test models.Troubleshoot and resolve problems; orchestrate and automate tasks.Coach and train co-workers, and maintain working relationships to coordinate development and maintenance of the ITSM system.Lead discovery sessions and process definitions with stakeholders and developers.Develop Reports, Dashboards, and analytical reports supporting business objectives and summarization of activities and trends.Education and Experience :
HS Diploma and 3 years of experience as a ServiceNow Administrator / Developer in an enterprise environment.5 years of experience in IT Service Management Process, Design, and Administration (may include the 3 years of experience as a ServiceNow Administrator / Developer).3 years of RESTful or SOAP web services.3 years of experience with the key technologies relevant to ServiceNow integration solutions including : ServiceNow APIs, SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS.ServiceNow Certified Systems Administrator (CSA).Note : Eligible candidates must possess all qualifications stated in 1. through 6. above.
Preferred Qualifications :
Bachelor’s degree in information systems, Business Administration, or related field.ITIL Foundations Certification.Agile Training / Certification.ServiceNow Certified Implementation Specialist (CIS).ServiceNow Certified Application Developer (CAD).Asset Management Experience.ITBM Experience.Knowledge, Skills and Abilities :
Strong demonstrated understanding of ITSM configuration process including health, maintenance, building and configuring UI policies, actions, scripts, pages, and business rules.Strong demonstrated understanding of the ServiceNow platform and underlying modules.Strong demonstrated understanding of ITSM processes.Strong demonstrated ability to build tables, views, dashboards, UI navigation principles.Strong demonstrated ability to define SLAs within the environment.Strong demonstrated ability to create / develop service catalog items, record generators, orders.Strong demonstrated ability to create reports and integrate them into distributed dashboards.Strong demonstrated analysis and problem-solving skills to assess customer needs and determine appropriate solutions.Strong demonstrated ability to create users, roles, and maintain cost-effective and secure user management.All your information will be kept confidential according to EEO guidelines.
All potential candidates should read through the following details of this job with care before making an application.
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Remote working / work at home options are available for this role.
