Position Description:

Jolera is seeking a skilled and experienced ServiceNow Developer/Administrator to join our IT team. The successful candidate will be responsible for the development, enhancement, and administration of our ServiceNow instance. This includes working with a variety of ServiceNow modules, creating custom applications, integrating external systems, and maintaining overall platform health and performance. The role involves collaborating with various departments to support their ServiceNow needs and implementing best practices for platform customization and management.

Key Responsibilities:

• Develop and enhance custom applications and workflows within the ServiceNow platform.
• Create and update Service Catalog items for IT, Facilities, and Security.
• Implement and maintain custom scripts to support business processes.
• Integrate ServiceNow with external systems such as Active Directory, LDAP, DocuSign, Qualys and Jira.
• Enhance existing integrations and develop new ones as needed
• Perform general administration tasks including user access management, platform monitoring, and maintenance.
• Manage instance security, including instance hardening, SSO configuration, and session management.
• Monitor logs and resolve issues or errors.
• Investigate and troubleshoot workflow and access issues.
• Resolve common incidents such as duplicate user accounts, empty assignment groups, access issues, and workflow errors
• Manage releases and deployments using update sets and follow established change management processes.
• Collaborate with the Agile Development team to track and manage development work.
• Document knowledge in Knowledge Base articles and share with applicable users.
• Provide training and support to end users and administrators as needed.
• Assist with project development work, including integration with new systems and the development of custom applications.
• Handle incoming operational work to allow the development team to focus on project work

Who You Are:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience as a ServiceNow Developer/Administrator.
• In-depth knowledge of various ServiceNow modules, including ITSM, Service Portal, CMDB, GRC, and others.
• Strong scripting skills in JavaScript, GlideScript, and other relevant languages.
• Experience with API calls, email inbound actions, and Integration Hub spokes.
• Familiarity with Active Directory, LDAP, DocuSign, Qualys, Jira, Rally, other common integrations
• Strong understanding of ITIL best practices and change management processes.
• Excellent problem-solving and troubleshooting skills.
• Ability to work collaboratively with cross-functional teams.
• Strong communication and documentation skills.

Preferred Hands-On Experience:

• Extensive experience developing custom applications within the ServiceNow platform - Proven ability to design and implement workflows, forms, and modules that enhance business processes and user experiences.
• Strong scripting capabilities - Proficiency in JavaScript, GlideScript, and related languages to create and customize client scripts, business rules, UI policies, and more
• Hands-on integration experience - Demonstrated success integrating ServiceNow with external systems like Active Directory, LDAP, DocuSign, Qualys, and Jira, using REST/SOAP APIs and Integration Hub spokes.
• Service Catalog and Portal development - Experience in creating and managing Service Catalog items and Service Portal widgets to meet IT, Facilities, and Security needs.
• Platform administration - Proficient in performing day-to-day administration tasks such as user management, platform monitoring, instance security hardening, and SSO configuration.
• Incident and problem resolution - Skilled in troubleshooting and resolving workflow issues, access problems, and other common ServiceNow incidents.
• Release and deployment management - Experience managing updates and deployments through update sets, adhering to change management processes.
• ITIL and Change Management - Strong understanding and practical experience implementing ITIL best practices and following structured change management processes.
• Agile collaboration - Experience working within Agile teams to manage development work, track progress, and contribute to continuous improvement initiatives.
• End-user and administrator support - Capable of providing training, support, and documentation to ensure smooth operation and knowledge transfer across teams.