ServiceNow ITOM Developer
Mass General Brigham

The Opportunity

The ServiceNow team is responsible for the development, implementation, maintenance, and enhancement of all IT Service Management processes and functions within the ServiceNow platform.

The IT Operations Management (ITOM) Developer will work to deliver new functionality and bug fixes across all supported services, and work across the entire software development lifecycle from design through support. The focus of this role will be to develop and support the ServiceNow Discovery process. This position will require out-of-the-box thinking, effective decision-making, collaboration, diligence, and ownership to overcome obstacles and achieve team success. Additionally, the position will require being part of the team's on-call rotation. As new projects arise, this person may assume other responsibilities.

Principal Duties and Responsibilities

• Translate user requirements into product specifications with demonstrated ability to analyze current and proposed product functionality and propose enhancements
• Develop and maintain ITOM Discovery processes to ensure the CMDB accurately reflects the IT hardware and software systems in use at MGB.
• Monitor active queue of break/fix issues and enhancement requests
• Troubleshoot, diagnose, and resolve application defects
• Keep currently assigned tickets up to date with communications to/from requesters and updated ticket status
• Accurately create and document technical modifications and enhancements within the knowledgebase
• Assist other members of the IT Service Management group with technical support in the development and implementation of system projects and support efforts
• Perform after-hours support and on call duties as needed during system upgrades

Qualifications
Qualifications

• Bachelor's degree or greater in Computer Science or a related discipline or 5 years related experience
• 5+ years of experience in analysis, design, development, and implementation of ServiceNow ITOM Discovery processes.
• 5+ years of programming proficiency with JavaScript, ServiceNow development or equivalent
• ServiceNow Certified System Administrator
• ServiceNow Certified ITSM Professional strongly desired
• Experience in the implementation of ServiceNow ITSM, ITOM Discovery, Cloud Accelerate, and ITOM Service Mapping strongly desired
• Experience with the ServiceNow software development lifecycle including promoting update sets and performing system upgrades
• Understanding the key technologies relevant to the ServiceNow integration solutions, including JavaScript, SSO, SAML, SSL, and Web Services (SOAP and REST)
• Strong understanding of the fundamentals of database design
• Familiarity with fundamentals of good user interface design, and human-computer interaction principles

Skills/Abilities/Competencies For Success

• Interest in learning and taking on increasingly complex tasks
• Excellent communication skills required - verbally with all levels of customer IT and business management, as well as written with technical assessments and project-related reports
• Demonstrated self-direction and attention to detail with the ability to work in an agile fast-paced environment with short deadlines
• Self-starter with a strong work ethic and a demonstrated ability to work independently or as an active member of a team, willing to take initiative to outline work tasks and deliverables, and to meet with other teams across the organization to develop solutions
• Shows willingness to compromise and willingness to adapt to changes in design requirements
• Demonstrates an ability to translate design specifications into working web applications
• Has ability to understand the work environment and manage competing priorities in conjunction with developing/meeting project goals.
• Understands the dynamic nature of the requirements gathering, analysis, and prototyping process
• Detail oriented, with excellent testing and quality assurance skills

EEO Statement
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.

---