ServiceNow Developer AT IRC

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ServiceNow Developer

Job Overview

The ServiceNow Developer will assist in managing, configuring, maintaining, documenting, testing, and supporting the IRC’s ServiceNow environment. Working under the guidance of the Senior System Administrator, the position will help implement platform improvements, configure workflows, maintain the service catalog, develop reports and dashboards, and resolve user issues.

The role will involve working with IT teams, business users, product owners, and other stakeholders to investigate problems, understand business needs, document requirements, and deliver appropriate ServiceNow solutions. The developer will provide first- and second-level support for ServiceNow incidents and requests while referring complex scripting, integration, security, and architectural matters to the Senior System Administrator.

The position will also contribute to platform reliability, user adoption, technical documentation, testing, releases, and ongoing improvements in accordance with IRC standards, ITIL principles, change management procedures, and ServiceNow best practices.

Major Responsibilities

• Deliver Tier 1 and Tier 2 support for ServiceNow incidents and requests, including access concerns, catalog items, reporting issues, and basic configuration problems, escalating more complex matters when necessary.

• Manage essential ServiceNow platform elements such as users, groups, roles, assignment groups, forms, tables, lists, reports, dashboards, notifications, and knowledge content.

• Configure and maintain solutions within Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management modules.

• Assist in developing and updating catalog items, record producers, approval processes, workflows, forms, reports, dashboards, and automated processes through ServiceNow configuration tools and Flow Designer.

• Support platform scripting and customization activities involving Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, scheduled jobs, and notifications under the supervision of the Senior System Administrator.

• Help maintain, test, and troubleshoot integrations between ServiceNow and other enterprise applications using approved technologies such as REST, SOAP, and IntegrationHub.

• Engage with business stakeholders, product owners, IT personnel, and the Senior System Administrator to gather requirements, document user stories, investigate issues, and support enhancement projects.

• Assist with quality assurance activities, regression testing, release checks, and User Acceptance Testing by creating test cases, recording outcomes, identifying defects, and coordinating stakeholder testing.

• Participate in platform upgrades, patches, and releases by supporting impact assessments, update set reviews, testing, defect resolution tracking, and post-release verification.

• Create and maintain reports, dashboards, and analytics that provide useful information for operational monitoring, compliance, performance evaluation, and decision-making.

• Prepare and update technical and configuration documentation, administrator and user guides, training resources, and Knowledge Base content.

• Contribute to agile delivery activities by assisting with story prioritization, estimation, task updates, incident handling, and request completion while keeping the Senior System Administrator and stakeholders informed about progress, risks, and challenges.

• Prepare training resources and deliver ServiceNow training to users, administrators, and other stakeholders when required, with training conducted at least quarterly.

Key Working Relationships

• Reports to the Associate Director, Business Systems — IT.

• Receives technical supervision, coaching, and mentorship from the Senior Developer.

• Works with IT teams, ServiceNow users, business stakeholders, product owners, and other system stakeholders.

Job Requirements

Experience and Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related discipline, or equivalent professional experience.

• At least 3 years of practical experience developing and supporting ServiceNow solutions.

• Must hold a ServiceNow Certified System Administrator certification.

• Demonstrated experience working with key ServiceNow modules, including Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.

• Experience administering users and groups, assigning roles, supporting access requirements, and handling basic security administration.

• Ability to configure and maintain ServiceNow forms, lists, tables, catalog items, record producers, reports, dashboards, workflows, and notifications.

• Basic to intermediate knowledge of JavaScript as applied within ServiceNow, including Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and scheduled jobs.

• Experience participating in testing, release verification, documentation, and user training.

• Strong problem-solving, analytical, communication, troubleshooting, and documentation capabilities.

• Ability to work effectively with technical personnel, business teams, stakeholders, and end users.

Preferred Qualifications

• ServiceNow Certified Application Developer certification is an advantage.

• Experience using Flow Designer and working with approvals, automation, and process improvement initiatives.

• Familiarity with ServiceNow integrations involving REST/SOAP APIs, IntegrationHub, and other approved integration approaches.

• Experience configuring and improving Service Portal features, including pages, widgets, catalog experiences, and other user-facing components.

• Experience with Automated Test Framework, regression testing, update sets, patches, upgrades, and release management activities.

• Knowledge of ITIL-driven processes and established ServiceNow platform practices.

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