ServiceNow ITSM Developer

We are seeking a highly skilled ServiceNow ITSM Developer to join our implementation team at EMBL-EBI. As a key member of our team, you will play a crucial role in the development, design, and support of technical solutions on the ServiceNow platform.

• Assist in the development and customization of ServiceNow applications, especially ITSM modules (Incident, Problem, Change, Request Management), Workspaces and Employee Center.
• Write, test, and deploy basic server-side and client-side scripts like business rules, client scripts, UI policies, and UI actions.
• Create and maintain forms, fields, workflows, notifications, and reports within the ITSM platform.
• Build Service Catalog items as per stakeholder requirements. Build logic using Workflows and Flow designers.
• Provide support in maintaining the ServiceNow ITSM platform by troubleshooting issues, managing incidents, and performing root cause analysis.
• Assist with system administration tasks such as managing user roles, permissions, and data integrity.
• Ensure that configurations and customizations follow best practices and that updates and upgrades are appropriately tested and deployed.
• Create and maintain system design and operations documentation.
• Commit to continuous improvement and learning of ServiceNow best practices, tools, and technology.

• Overarching understanding of ServiceNow Enterprise product suite, with in-depth knowledge of ITSM.
• Hands-on experience with the ServiceNow platform, including configuration, customisation and development
• Proficiency in ServiceNow scripting languages such as JavaScript, GlideScript and Jelly.
• Demonstrable experience with ServiceNow APIs and integration with other IT systems.
• Knowledge of web technologies, HTML, CSS, and REST APIs.
• Understanding of database concepts, especially within the context of ServiceNow's database schema.
• Troubleshooting skills for identifying and resolving technical issues within the ServiceNow environment.
• Ability to document and articulate technical solutions clearly.
• Proven ability to work independently and as a team member, with good communication and time-management skills.
• Knowledge of Agile/Scrum concepts, ideally with experience operating in a Scrum team.
• Familiarity with ITIL (Information Technology Infrastructure Library) best practices.

• 2+ years experience of ServiceNow development, including IT service management process design and system integrations.
• ServiceNow System Administrator & ITSM Implementation Specialist certifications desirable.
• Other relevant ServiceNow certifications, such as Certified Application Developer (CAD), may be beneficial.