ITSM Intermediate ServiceNow Developer

AdventHealth Information Technology

Location: Remote

All the benefits and perks you need for you and your family:

Benefits from Day One

Career Development

Whole Person Wellbeing Resources

Award-winning IT Department

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-Time Days. M-F 8am-5pm

The role you’ll contribute:

The Intermediate ServiceNow Developer for the IT Service Management tools will be responsible for configuring, administering, and scripting in the tools chosen by ITSM. This role will work with the IT Leadership to develop technical solutions that satisfy the business needs of the IT and other departments seeking to use the IT Service Management tools. This role is also responsible for the Platform support handling day to day Tickets.

The value you’ll bring to the team:

• Executes the tasks associated with service design, service transition or service operations (e.g., change, event, problem, and incident), adhering to the service management processes.
• Acts as liaison between process owners, managers, and users to evaluate and implement process improvement opportunities.
• Attend Daily standup/Scrum meetings and provide updates on deliverables.
• Provide Operational support for the customers and handle Incidents and requests in timely manner.
• Ensures all parties understand ownership and accountability between service management supporting teams by communicating consistently and keeping accurate documentation throughout the change management cycle.
• Provides group training on service management processes and tools using approved Service Management Training presentation.
• Stays current with emerging trends in service management, proposing and developing plans to further the function.
• Mentors other team members who may be less experienced in-service management area in meeting various business needs.
• Assists in facilitating and promoting organizational change.
• Troubleshoot bugs, fix defects, and support users of applications within ServiceNow
• Acts as SME with teams to design test plans and functional test cases.
• Coordinates appropriate testing with end users on complex projects, including schedules, resources and environments, if necessary.
• Identifies and documents risks and issues through review of implementation and backout plans documented within change records and work with teams to develop mitigation strategies for those risks and issues.
• Creates and provides reports for management, summarizing process compliance.
• Identify, evaluate, and document opportunities for Continual Service Improvement (CSI) in the approved Service Management application Development Responsibilities
• Configuration/customization of the ITSM tools, including creating workflows and delivering business requirements
• Analyze and fully understand user requirements and current procedures to improve system capabilities, automate process workflows and address scheduling limitations throughout development and delivery
• Perform system and integration testing with sample and live data through web service and email APIs, including scripting logic for data transformation
• Perform upgrades and evaluate patches following the organization's Change Management processes
• Monitor health, usage, and overall compliance of the ITSM toolset
• Report on Critical Success Factors (CSF) & Key Performance Indicators (KPIs)
• Maintain Service Levels set by the organization in support of SACM processes and the IT Service Management tool
• Provide education and training when needed on the IT Service Management tool and SACM processes

Qualifications

The expertise and experience you’ll need to succeed:

• Bachelor's or equivalent professional experience Required
• Bachelor's in Computer Science, MIS, or BSIT Preferred
• 3 enterprise experience in IT. Required
• 2 enterprise experience in ITSM Tools / ServiceNow Preferred
• Experience in ServiceNow multiple implementations and upgrades Preferred
• Experience configuring ServiceNow Discovery a plus Preferred
• Knowledge of the Service Management toolsets / ServiceNow and how it relates to other ITSM processes
• A fundamental understanding of ITSM, ITIL or CMDB
• Knowledge of JavaScript.
• Familiarity with UI, SQL, HTML and CSS.
• Knowledge of XML and structural programming concepts.
• Experience using the ServiceNow platform.
• Experience with Business Rules, Script Includes, UI Actions, Scheduled Jobs.
• Knowledge of Angular JavaScript, REST and SOAP APIs
• Self-motivated and disciplined, with excellent analytical, technical, and organizational skills.
• Proven ability to work as a team.
• Enterprise experience in healthcare environment
• Knowledge of Service Management and how it relates to technology workflows throughout a healthcare organization
• Proven ability to foster a culture of diversity and innovation within Service Management and Service Delivery.
• Exposure to ServiceNow platform capabilities and tools like Discovery and Orchestration.
• Understands technical and functional design requirements related to ServiceNow.
• Create and manage scripts and workflow.
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
• Experience with relational databases (e.g. MySQL, Oracle)
• Scripted Web-Services, AJAX, Business Rules, JavaScript, SOAP, REST SSO-SAML Setup and Integration of ServiceNow to Other Applications
• Experience with ServiceNow client and server-side Javascript and the ServiceNow APIs
• Customizing ServiceNow using UI Pages, UI Macro & CMS using CSS, HTML, Jelly.
• Custom UI Changes with usage of Web Technologies such as DOM, HTML changes.
• ServiceNow System Administrator certification Required
• ITIL v3 or ITIL 4 Foundation certification Required
• ServiceNow Application Developer certification Preferred
• ITIL 4 Create, Deliver & Support Certification Preferred
• COBIT 5.0 Preferred

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Information Systems

Organization: AdventHealth Information Technology

Schedule: Full-time

Shift: 1 - Day

Req ID: 25014433

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.