General Information
| Job Description | APPLICATIONS PROGR 3 | Working Title | ServiceNow Programmer |
|---|---|---|---|
| Job Code | 007300 | Grade | 22 |
| Department Name | Portfolio Demand & ITSM - D02065 | Department Head | Rebecca Hutchins |
| Supervisor | Richard Rodriguez | Effective Date | 04/12/2023 |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|
Generic Scope
| Experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems/issues of diverse scope and determines solutions. |
Custom Scope
| Applies skills as a seasoned, experienced software professional with a full understanding of industry practices, community standards and relevant policies and procedures to medium-sized projects or portions of large projects with moderate scope and complexity. Resolves a wide range of issues. Demonstrates competency in selecting tools, methods and techniques to obtain results. |
Department Custom Scope
| In support of the IT Service Management (ITSM) initiative, the Service Now Programmer will support the development and implementation of optimizing enterprise service management processes, and improving service delivery and collaboration within and across business functions. The Service Now Developer will serve as a developer for UC Riverside staff, faculty, and students configuring and building modules, forms, and workflows in the ServiceNow Platform to positively align with business strategies and affect business and student outcomes. This position will use the ITIL framework to provide technical assistance, workflow development, software configuration, customization, and web service integrations. This may also include providing administration, application development, maintenance, and technical support. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree in related area and/or equivalent experience/training. | Required |
Experience Requirements
| Experience | Requirement |
|---|---|
| 4 - 7 years of related experience. | Required |
| 4 -7 years experience with ServiceNow module implementation and support | Preferred |
| 4 - 7 years experience with ServiceNow IT Service Management (ITSM) | Preferred |
| 4 - 7 years experience with ServiceNow Customer Service Management (CSM) | Preferred |
| 4 - 7 years experience with ServiceNow IT Business Management (ITBM) | Preferred |
License Requirements
Certification Requirements
| Certification | Requirement |
|---|
Educational Condition Requirements
| Condition | Requirement |
|---|
Key Responsibilities
| Description | % Time |
|---|---|
| Plans, designs, develop, modify, debugs, deploys and evaluates complex software for functional areas. Analyzes existing software or works to formulate logic for new complex systems and devises complex algorithms. Performs complex data analysis and tests/debugs complex software. Analyzes the design and use of complex data sources. Applies moderately complex programming security practices. | 65 |
| Negotiates, develops and executes moderately complex test plans. Develops conversion and system implementation plans. Trains users in conversion and implementation of system. Performs complex data modeling, performance and integration testing and builds interfaces for a variety of internal and external constituents. Monitors and employs source code control techniques and configuration management. | 25 |
| Gathers, analyzes, prepares and summarizes recommendations for approval of system and programming documentation. Recommends and implements changes in development, maintenance and system standards. Negotiates with stakeholders on the creation of software specifications. Ensures project reports are made. | 5 |
| Understands and applies industry practices, community standards and department policies and procedures relating to work assignments. Interacts with senior level internal personnel. May serve as technical lead for a software development project of moderate scope. Trains users in conversion and implementation of systems. Negotiates project plans with stakeholders. | 5 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| Demonstrated broad problem solving skills. | Required |
| Experience with planning for deployment and creation of feedback mechanisms. | Required |
| Demonstrated ability to contribute technical narrative to grant proposals. | Required |
| Demonstrated ability to understand functional needs and how systems can support those needs. Demonstrated ability to develop conversion and system implementation plans. | Required |
| Advanced skills associated with software design, modification, implementation and deployment, including object-oriented programming concepts. | Required |
| Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. | Required |
| Thorough experience with identification and use of code libraries and open-source forums. | Required |
| Demonstrated effective communication and interpersonal skills. | Required |
| Thorough experience with common programming tools. Demonstrated ability to follow software specifications. | Required |
| Demonstrated software repository skills. Demonstrated testing and test planning skills. | Required |
| Demonstrated ability to interface with management on a regular basis. | Required |
| Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization. | Required |
| Intermediate knowledge of secure software development. | Required |
| Demonstrates understanding of ServiceNow best practices in the platform and its capabilities. | Required |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|---|
| Must pass a background check. | Required |
| Occasional travel for university related business meetings, conferences and/or professional development. | Required |
| Travel Outside of Normal Business Hours | Required |
Other Special Requirements & Conditions
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Level of Supervision Received
| General Supervision |
Environment
Working Environment
| Remote (working from home) with occasional visits to campus as necessary |
Other Requirements
Items Used
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Physical Requirements
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Mental Requirements
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Environmental Requirements
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Critical Position
| Is Critical Position: Yes |