BORUSG Sr. ServiceNow Developer

Under broad supervision, designs, codes, tests, modifies, and debugs computer software.

The University System of Georgia (USG) is seeking a highly skilled Senior ServiceNow Developer to assist with development and configuration related tasks in support of our current ServiceNow implementation and provide development guidance/support related to our re-implementation endeavors. This role requires a self-starter, who can ramp up immediately to tackle our development backlog, enhance self-service capabilities, and assist with optimizing our ServiceNow platform.

The ideal consultant will have a deep technical background in core ServiceNow modules, a proven track record of participating in full lifecycle platform implementations, and the communication skills necessary to collaborate effectively with both technical teams and business stakeholders.

Key Responsibilities

• Development & Backlog Execution: Rapidly absorb existing requirements to develop, configure, test, and deploy solutions for backlog items. Fully utilize the platform's workflow and Flow Designer capabilities for process automation.
• Service Portal & Catalog Management: Create and enhance complex Service Catalog items. Update and support the Service Portal/Employee Center to improve user experience and self-service adoption.
• Knowledge Management: Maintenance of the Knowledge Base (KB) structure, ensuring optimal categorization, governance, and usability.
• Implementation & Integration: Perform full lifecycle implementation tasks, including configuration, system integration, testing, requirements gathering, and solution design. Support and design robust integration between ServiceNow and third-party business systems.
• Reporting & Dashboards: Create, configure, and maintain ServiceNow reports and dashboards to provide actionable insights to key stakeholders.
• Documentation: Author clear, concise technical and process documentation (processes, procedures, and day-to-day tasks) utilizing the ServiceNow Knowledge Base module.

Required Skills & Qualifications

• Implementation Experience: Must have direct, hands-on experience implementing or being an active part of a core ServiceNow Implementation team (e.g., full platform rollouts, major module deployment, or system migrations).
• Experience: Minimum of 3-5 years of hands-on experience as a ServiceNow Developer/Administrator.
• Core Module Expertise: Strong technical knowledge and implementation experience with:
  • ITSM (Incident, problem, change, knowledge, and catalog/request management)
  • CSM (Customer Service Management)
• Secondary Module Exposure: Working knowledge and experience with HRSD (Human Resources Service Delivery) and CMDB.
• Technical Proficiency: Deep understanding of ServiceNow Best Practices, workflow, customization, Client Scripts, Business Rules, UI Policies, and integration protocols (REST/SOAP).
• Process & Change Management: Solid understanding of ITIL frameworks, change management, and continuous process improvement activities.

Soft Skills and Professional Attributes

• Autonomy: Proven ability to work independently, manage time effectively, and drive assignments/projects through to successful completion.
• Communication: Excellent written and verbal communication skills, with a talent for drafting clear business correspondence and technical documentation.
• Diplomacy & Problem-Solving: Exceptional customer service skills with the ability to respond to sensitive, critical, or high-pressure issues.
• Collaboration: A team-oriented mindset with the ability to maintain a high level of teamwork across various IT and business groups.
• Adaptability: Highly organized, flexible, and capable of prioritizing tasks in a fast-paced environment.

Preferred Qualifications (Plus)

• Industry Experience: Prior working experience within higher education, institutions/systems of government entities (federal, state, or local) is highly desirable.
• ServiceNow-Related Certifications: Such as Certified System Administrator (CSA), ServiceNow Certified Application Developer (CAD), ServiceNow Certified Implementation Specialist (CISM) in ITSM or CSM.
• Local candidates preferred but 100% remote is acceptable.