ServiceNow Developer

SAS•Cary, NC

2d•Hybrid

About The Position

The Technical Support Operations team is looking for an IT Software ServiceNow Developer to work on the team for the SAS Service Now CSM product. This role will work closely with the ServiceNow platform team, Technical Support Operations, and business users to drive current and future development in the CSM product. As the developer on the team, you will execute on the product roadmap, learn ServiceNow development best practices, and contribute to the design and implementation of CSM and Knowledge Management for Global Technical Support. Our team is responsible for ensuring SAS Technical Support has the processes, frameworks, and tools needed to support SAS customers. We’re a highly dynamic team that works cross functionally to enable our support agents and we’re looking for someone that can join in that mission and bring solid development experience and a passion for ServiceNow and ServiceNow CSM.

Requirements

5+ years of relevant experience in software development, programming, testing, consulting, or supporting complex software applications.
Bachelor’s degree in Computer Science, Engineering or related quantitative field.
Knowledge of application development, data integration, database, database management and / or user=interface design principles.
Ability to communicate with stakeholders and people of various technical backgrounds, think analytically, write, and edit technical material, and the ability to write and present clearly on technical matters in a business context.
Ability to conceptualize business needs as it relates to CSM and Knowledge Management and translate into technical solutions across Global Technical Support.
Ability to collaborate with and support the development of other team members.
An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Nice To Haves

Building Customer Relationships – Ensuring that the customer’s internal or external needs are met. Taking accountability for customer satisfaction and loyalty.
Collaborating – Working cooperatively with others to help a team or work group achieves its goals.
Communication – Conveying information and ideas clearly and concisely to individual or groups in an engaging manner that helps them understand and retain the message.
Decision Making - Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating, and evaluating alternatives, and making timely decisions.
Technology Savvy - Leveraging one’s practical knowledge and understanding of recent technology tools, solutions, and trends to improve work results, solve work problems, and take advantage of new business opportunities.
Knowledge of application development, data integration, database, database management and / or user=interface design principles.
Experience with data structures, algorithms, object-oriented design, and/or design principles.
Ability to define, create, test, and execute on Technical Support Operations procedures.
Ability to manage projects with technical risk at a team level.

Responsibilities

Support and maintain ServiceNow CSM and Knowledge module solutions such as catalog items, customizations, workflows, dashboards and reporting to meet business needs while working with Business Analysts to understand user requirements and provide mapping to ServiceNow workflow processes.
Analyzes, designs, develops, implements, tests, and maintains the ServiceNow CSM application within the ServiceNow Platform; actively works with other developers & architects to ensure integrity and consistency across the ServiceNow Platform.
Uses Software Development Lifecycle phases to deliver an application of high quality, incorporating current best practices and methodologies.
Maintains an awareness of and research new ServiceNow capabilities, trends, architectures, and implementation techniques as they relate to the delivery of applications, integrations, and data.
Participates in business, technical and design discussions with Operations team members, the ServiceNow IT community and end-users. Builds and maintains business partnerships. Delivers prioritized technology efforts, while meeting the appropriate expectations for schedule, scope, and quality. Effectively identifies, manages, mitigates, and escalates risk to appropriate levels of management.
Apply knowledge of ServiceNow CSM and Knowledge modules, ensuring optimal use of the current platform. Stay up to date with ServiceNow platform updates, best practices, and industry trends.
Ensures all applicable security policies and processes are followed to support the organization’s secure software development goals.
Performs other duties as assigned.
Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Benefits

Comprehensive medical, prescription, dental and vision plans.
Medical plan options include:
PPO with low annual deductible and copays.
HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
An industry-leading 401k plan.
Tuition Assistance Program and programs and resources to support your development
Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
Volunteer Time Off, parental leave and unlimited paid sick days.
Generous childcare benefits for all full-time employees.