Job Description

Job Description:

The AMP ServiceNow Developer is responsible for delivering high-quality solutions within the ServiceNow platform, with a primary focus on IT Service Management (ITSM) and a secondary focus on Human Resources Service Delivery (HRSD). This role requires deep technical expertise in ServiceNow, including the ability to read, follow, and edit complex JavaScript-based logic scattered throughout the system. The developer will work under the direction of the Enterprise Application Services Director and collaborate with functional area leads, business analysts, and other stakeholders to implement, troubleshoot, and optimize ServiceNow modules and integrations. The incumbent will leverage AMP/OSU development tools and standardized methodologies, ensuring best practices for the Software Development Lifecycle (SDLC).

Data Statement: UIT has a commitment to deliver data as a strategic working asset and to enable data informed decision making across OSU. UIT leaders and staff will lead by example and use data to inform decision making at all levels in the organization. Persons in technology roles are also expected to design systems with data portability in mind and work within enterprise architecture and privacy guidelines.

DEI Statement: UIT has a deep commitment to and belief in the strength and value of diversity, equity, and inclusion (DEI) both throughout our team and as an intentional and active practice to advance the vision, mission, and strategic efforts of the entire university. As a member of the UIT community, the person in this position is expected to foster and promote the values of DEI and demonstrate a commitment to inclusive excellence in their work.

Security Statement: Proactively securing and protecting OSU's digital assets and information systems is crucial to our missions of teaching and learning, research, and outreach and engagement. All OSU IT professionals have a direct responsibility to provision high quality and secure IT systems and services. Persons in technology roles are expected to be responsive to security related actions and requirements, and to collaborate to find secure ways to support the OSU community.

Position Duties

• Develop, configure, and maintain ServiceNow ITSM modules, with a focus on incident, problem, change, and request management.
• Support and enhance ServiceNow HRSD modules, including lifecycle events for onboarding and related HR processes.
• Read, interpret, and edit JavaScript-based logic throughout the ServiceNow platform; troubleshoot and optimize existing scripts.
• Design, implement, and maintain Inbound Actions, Flow Designer flows, Order Guides, Notifications, Business Rules, and Client Scripts.
• Manage Update Sets, including manual and automated export/import between instances.
• Participate in the development and maintenance of automated tests for ServiceNow solutions.
• Support ServiceNow administrative tasks, including upgrades, clone-downs, and UI Builder configurations.
• Integrate ServiceNow with external systems, including Docusign, and update template IDs within flow scripts as needed.
• Collaborate with functional leads and subject matter experts to resolve issues and implement enhancements.
• Participate in daily team meetings, project planning, and lessons-learned reviews.
• Escalate barriers, issues, and risks to the AMP conversion lead with recommendations for resolution.

• Build, develop, and grow business relationships vital to the success of the project.

Minimum/Required Qualifications

• Bachelor's degree from an accredited college or university, or equivalent experience.
• 2+ years of hands-on ServiceNow development experience, with a focus on ITSM.
• Experience with ServiceNow HRSD modules and lifecycle events.
• Proficiency in JavaScript, with the ability to read, follow, and edit complex scripts.
• Experience with ServiceNow platform features, including:
• Inbound Actions
• Flow Designer
• Order Guides
• Update Sets (manual and automated migration)
• Notifications
• Business Rules
• Client Scripts
• Automated Test Framework (ATF)
• UI Builder
• ServiceNow upgrade and clone-down processes

Experience with integrations (e.g., Docusign) and updating template IDs in flow scripts.

Experience working independently and in collaborative, team-oriented environments.

Strong written and oral communication skills; ability to clarify ambiguous requirements.

Highly adaptive and able to manage shifting priorities and timelines.

Demonstrated commitment to diversity, equity, and inclusion.

Preferred Qualifications

• Bachelor's degree or higher in Computer Science, Business/Management Information Systems, Engineering, or related field.
• Experience with enterprise-wide ServiceNow implementations in higher education or large organizations.
• Familiarity with source control systems (Git, GitHub, SVN).
• Experience with data migration, ETL, or integration projects involving ServiceNow.

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