Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

• Is it your desire to be part of a premier group of technology specialists that can make a difference in IBM Cloud? This position "ITSM ServiceNow Developer" will grant you a superb career opportunity for driving service management excellence across IBM Cloud. You will collaborate directly with our IBM Cloud service teams and stakeholders to provide an ITSM platform that is efficient, compliant and performant. The ITSM ServiceNow Developer is responsible for designing, implementing, and maintaining the IBM Cloud ServiceNow instance to support IT Service Management (ITSM) workflows. This role requires strong technical skills, experience with ITSM best practices, and a deep understanding of the Now Platform and Cloud computing. The ideal candidate will be able to work independently while also collaborating effectively within cross-functional teams.
• Key Responsibilities:
• ServiceNow Configuration & Customization:
• Develop custom workflows, forms, and reports to streamline ITSM workflows for incident management, problem management, change management, and service catalog creation.
• Configure roles, permissions, and fields to ensure appropriate access control and user experiences.
• Integration:
• Integrate ServiceNow with other business systems, including monitoring tools, to provide end-to-end visibility and automation.
• Implement APIs, web services, and data imports/exports as needed to facilitate seamless integration.
• Release Management:
• Participate in regular release cycles, ensuring smooth deployments and addressing any issues arising from upgrades or new releases.
• Collaborate with stakeholders to plan and prepare for major releases, coordinating communication, training, and testing efforts.
• Knowledge Management:
• Create, maintain, and curate knowledge articles and documentation related to ITSM processes, policies, and procedures.
• Process Improvement:
• Continuously evaluate and optimize existing ITSM processes based on feedback, metrics, and business direction.
• Propose and implement improvements to enhance efficiency, productivity, and customer satisfaction.
• Support & Maintenance:
• Troubleshoot and resolve incidents and service disruptions in a timely manner.
• Monitor system performance, security, and usage patterns to identify potential bottlenecks or areas for improvement.

• Required Experience (2 years or more):
• Bachelor's degree in Computer Science, Engineering, MIS, or equivalent field
• Experience as a ServiceNow Developer or similar role
• ServiceNow ITSM, incident, problem and change management
• ServiceNow Performance Analytics
• ServiceNow Platform Administration
• ServiceNow KB
• ServiceNow CSM, IRM, CMDB, VR knowledge
• knowledge of Cloud technology and service delivery
• Proficiency in JavaScript and RESTful API design
• Experience with Agile methodologies and project management principles

• ServiceNow Development certification preferred
• Experience with enterprise integrations
• Understanding of DevOps concepts, CI/CD pipelines, and infrastructure as code