IT ServiceNow Developer/MAA

IT ServiceNow Developer

MAA

Austin, TX

Job Summary

The ServiceNow Developer reports to the Director IT Support Services and performs administration, reporting, configuration and ongoing maintenance of the ServiceNow platform; participates in the design, scoping and implementation of business and technology projects and provides insights about the system to management for ongoing improvements. The successful candidate will embody and work to reinforce MAA’s Core Values.  Those values include:

•  Appreciating the uniqueness of each individual

•  Communicating openly and with integrity

•  Embracing opportunities

•  Doing the right thing at the right time for the right reasons

Duties and Responsibilities

•  Performs day-to-day administration of the ServiceNow system including initiating approved changes to the process and workflows; provides coaching to peers on system configuration and potential enhancements.

•  Performs ServiceNow implementation tasks including but not limited to: configuration, integration, testing, requirements gathering and solution design.

•  Develops clear and concise technical and process documentation making use of the knowledge base module within ServiceNow.

•  Partners directly with end users to resolve support issues within ServiceNow; identifies root causes of issues and assists with end user communications and knowledge bases.

•  Writes/creates coaching and process sheets to assist helpdesk personnel resolve current and future issues.

•  Builds/creates ServiceNow reports and dashboards; conducts analysis of issues, identifies trends and provides recommendations to management for ongoing process improvements.

•  Supports the design of ServiceNow integrations and assists with implementations through insights based on knowledge of the ServiceNow system.

•  Facilitates workflow enhancements to the ServiceNow application including automation and/or additional self-service features and functions.

•  Creates and/ or maintains the ServiceNow Sandbox environment for testing.

•  Creates and maintains procedures for moving items from the ServiceNow sandbox into the production instance.

•  Performs other related duties as assigned to meet the needs of the business.

Required Qualifications

•  Bachelor’s degree and at least five years of experience as an IT service management (ITSM) software admin required, or equivalent combination of education and work required

•  At least one year of experience in ServiceNow development, configuration and administration required

Preferred Qualifications

•  Previous experience working closely within small team environments preferred

Knowledge, Skills, and Abilities

•  Knowledge of ServiceNow best practices and ongoing awareness of latest ServiceNow features

•  Knowledge of the IIS Web Server and .Net application

•  Skill in data report building, data analytics, data mining, report generation and making recommendations

•  Skill in customer service orientation and written, verbal and interpersonal communication

•  Skill in translating technical information into terminology understood at all levels of users, both verbally and in writing

•  Skill in identifying and implementing process improvement opportunities

•  Skill in working in a team environment and divvying up assignments with team members

•  Skill in coaching peers on system configuration, use and process improvement

•  Skill in adapting and flexing to drive and support changing priorities

Physical and Environmental Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.