Sr IT Software Developer - Remote or Hybrid

Nice to meet you!

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About the job

The Technical Support Operations team is looking for a Senior IT Software Developer to be the lead developer for the SAS Service Now CSM product. This role will work closely with the Service Now platform team, executive stakeholders, and business users to drive current and future development in the CSM product. As the senior developer on the team, you will advise on product roadmap, work with, and help mentor junior developers in Service Now development best practices, and have significant input on the direction taken within CSM. Our team is responsible for ensuring SAS Technical Support has the processes, frameworks, and tools needed to support SAS customers. We’re a highly dynamic team that works cross functionally to enable our support agents and we’re looking for someone that can join in that mission and bring extensive development experience and expertise around Service Now and Service Now CSM.

As a Sr IT Software Developer, you will:

• Support and maintain ServiceNow CSM and Knowledge module solutions such as catalog items, customizations, workflows, dashboards and reporting to meet business needs while working with Business Analysts to understand user requirements and provide mapping to ServiceNow workflow processes.

• Analyzes, designs, develops, implements, tests, and maintains the ServiceNow CSM application within the ServiceNow Platform; actively solicits the involvement of other developers & architects to ensure integrity and consistency across the ServiceNow Platform.

• Uses Software Development Lifecycle phases to deliver an application of high quality, incorporating current best practices and methodologies. For example: continuous integration and deployment, agile/iterative development methodologies, test driven development and the creation of both on call and external system documentation.

• Maintains an awareness of and research new ServiceNow capabilities, trends, architectures, and implementation techniques as they relate to the delivery of applications, integrations, and data.

• Participates in business, technical and design discussions with Operations team members, the ServiceNow IT community and end-users. Builds and maintains business partnerships. Delivers prioritized technology efforts, while meeting the appropriate expectations for schedule, scope, and quality. Effectively identifies, manages, mitigates, and escalates risk to appropriate levels of management.

• Apply in-depth knowledge of ServiceNow CSM and Knowledge modules, ensuring optimal use of the current platform. Stay up to date with ServiceNow platform updates, best practices, and industry trends.

• Assumes a leadership role in programming projects on behalf of the SAS Customer Support Organization.

• Ensures all applicable security policies and processes are followed to support the organization’s secure software development goals.

Role Competencies:

• Building Customer Relationships – Ensuring that the customer’s internal or external needs are met. Taking accountability for customer satisfaction and loyalty.
• Collaborating – Working cooperatively with others to help a team or work group achieves its goals.
• Communication – Conveying information and ideas clearly and concisely to individual or groups in an engaging manner that helps them understand and retain the message.
• Decision Making - Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions.
• Technology Savvy - Leveraging one’s practical knowledge and understanding of recent technology tools, solutions, and trends to improve work results, solve work problems, and take advantage of new business opportunities.

Required Qualifications

• 8 years of programming experience in an applications development or consulting environment.

• Bachelor’s degree in computer science, Mathematics, Statistics or related field.

• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.
• Advanced knowledge of application development, data integration, database, database management and / or user interface design principles.

• Ability to communicate with stakeholders and people of various technical backgrounds, think analytically, write, and edit technical material, and the ability to write and present clearly on technical matters in a business context.

• Ability to create and configure Catalog Items, Workflows, Business Rules, UI Policies, UI Actions, Client Scripts, Portal pages and ACLs including advanced scripting of each in ServiceNow environment.

• Ability to create and configure notifications, UI pages, UI Macros, Script Includes, Formatters, etc in ServiceNow Environment.

• Experience working on Emails & Notifications, Event Management, CSM, Service portal, Inbound Actions, Scheduled Jobs.

• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Preferred Qualifications

• Experience configuring ServiceNow business roles, UI policies, UI Actions, ACLs and advanced scripting using JavaScript and ServiceNow scripting.
• Experience with Service Now implementation, integration, and deployment for enterprise organizations.
• ServiceNow Application Developer (CAD) certification 
• ServiceNow Systems Administrator (CSA) certification

World-Class Benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans. 
• Medical plan options include…
  • PPO with low annual deductible and copays. 
  • HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center). 
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There’s a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge! 
• An industry-leading 401k plan. 
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1. 
• Volunteer Time Off, parental leave and unlimited paid sick days. 
• Generous childcare benefits for all full-time employees.

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.

Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

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