The Role

As a ServiceNow Developer II, you will play a critical role in designing, configuring, and maintaining our ServiceNow ecosystem. You will bridge the gap between business requirements and technical execution, ensuring that our internal processes are as sustainable and efficient as the products we manufacture.

Key Responsibilities

Software Development & Configuration

• Requirement Gathering: Conduct interviews with business process teams and project requestors to capture and document comprehensive requirements aligned with organizational standards.
• Gap Analysis: Evaluate requirements against current software capabilities; identify custom development needs versus configurable features and categorize by complexity.
• System Configuration: Build and update system settings and workflows. Identify reusable configurations to drive efficiency across various global business units.
• Quality Assurance: Design and execute scenario-based testing, resolve defects, and support stakeholders during User Acceptance Testing (UAT).

Software Maintenance & Support

• Incident Management: Troubleshoot, reproduce, and resolve reported incidents. Recommend long-term fixes and ensure all resolutions comply with established SLAs.
• Request Management: Assess user requests for feasibility and effort, delivering solutions that align with user needs and timeline commitments.
• Application Ownership: Maintain technical proficiency in assigned applications, staying ahead of new features, updates, and enhancements to ensure optimal performance.

Communication & Collaboration

• Maintain regular touchpoints with stakeholders and vendors to identify process gaps.
• Analyze trends to recommend preventive and corrective actions for recurring issues.

Qualifications

• Platform Experience: Minimum of five (5) years of software development experience across any platform (Web, Mobile, or Desktop).
• ServiceNow Expertise: At least two (2) years of direct experience in ServiceNow solution design and implementation.
• Support & Maintenance: At least three (3) years of experience in application support (Incident/Request Management, Escalation, and Troubleshooting).
• Technical Skills: Strong understanding of workflow automation, system configuration, and requirement validation.
• Education: Bachelor’s Degree in Information Technology, Computer Science, or a related field.

Preferred Skills

• Excellent communication skills for interacting with global business teams and vendors.
• A proactive approach to identifying system optimizations and reusable configurations.
• Familiarity with HVACR or industrial technology environments is a plus.