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ServiceNow Developer

ServiceNow Developer

Job ID:  2044
Department:  Infrastructure
Category:  IT Development

Gurgaon, IN

Employment Type:  Permanent

Company Overview

Clarksons is the world’s leading provider of integrated shipping and offshore services, bringing our connections and experience to an international client base. Our intelligence adds value by enabling clients to make more efficient and informed decisions. Our global reach, local knowledge and expertise is what makes us unique.


To understand more about day-to-day life at Clarksons, and what you can expect from us as an employer, visit us at www.clarksons.com



Role Summary
We have a fantastic opportunity for a ServiceNow Developer to join our team based out of our Delhi office. This is a great opportunity to join an organisation of significant scale that is on a digital transformation journey. The ServiceNow Developer is an important role for the organisation as we build and manage services which are critical to Clarksons success. This position would be great for someone with good experience in an IT Service Platform Administration or Development role – more specifically across ServiceNow.


You’ll be self-motivated with a proven track record in ITSM technologies. In addition, you’ll be organised and analytical, adept at working in a team environment, and able to handle multiple priorities in a fast-paced environment. You will work closely with all divisions within the IT Department to drive down Incidents, look at trends of Incidents and raise with teams leads, drive ticket management utilising the ServiceNow tool to do this by creating in depth reports, problem solving and interactive dashboards. You will not shy away from asking tough questions and will always be looking at how we can improve IT and business processes by utilising the ServiceNow platform and integrating with the enterprise. The ideal candidate will be passionate about delivering the highest standard of IT support, with a genuine interest in technology and its application and use in the business, as well as customer oriented with a desire to learn and develop a career in technical service delivery. 


What you will be doing
• Manage the continual service improvement backlog, with a fortnightly measure on progress and deliverable elements.
• Ensure the continual service improvement backlog is constantly groomed to show the priority of tasks against the value they bring.
• Ensure that there is a reliable mechanism and process to allow for the configuration/customisation of the Service Now system, including creating workflows, UI, client scripts, business rules and asset discovery.
• Ensure there is a constant delivery of prioritised and set work for both requests from all areas of the business.
• Ensure there is an automated and improving approach to allow for frictionless service requests from customer requirements including requests, request items and tasks using workflows -to manage data flows from the customer to the support teams providing the service.
• Utilise scripting tools and ServiceNow functionality to create automate tasks within ServiceNow.
• Ensure active integrations with existing tooling, such as SNOW, Finesse and SAP Success Factors are monitored and improved upon to develop the most concise picture of our assets, support picture and colleagues.
• Responsibility for the management, integration to and content of the Clarksons CMDB utilising ServiceNow discovery.
• Knowledge management, utilisation, and measurement.
• Provision of Technical and Service report writing and dashboard creation for team leads to drive down Incidents and see visible trends.
• Perform integrations and process automation using ServiceNow capabilities, ensuring that ServiceNow remains the focus point and linking tool to other departments backlogs, and tooling to allow for frictionless integration and collaboration.
• Maintain and oversee installation, configuration, maintenance and troubleshooting of ITSM tool.
• Ensuring adherence to the set KPI’s and CSF’s to support the IT strategic direction and objectives.
• Continuously look and drive for development / training areas and improvements for the entire team.
• Educate colleagues on best practise, adoption, and utilisation of ITSM technology, applications, and services.


What we are looking for 

Experience & Knowledge
• Previous ServiceNow experience within an IT Service Management Development or Administration role.
• Customer oriented, with a passion for delivering excellent service and for continuous improvement of services.
• Excellent communication skills, able to provide technical support over the telephone, chat, or face to face.
• Professional manner with a strong work ethic.
• Good problem-solving skills, with a solution focused approach.
• Ability to adapt and handle a constantly changing flow of support calls and walk-up technical assistance.
• Ability to multitask effectively during busy times and remain calm during stressful situations.
• A team player who can work within a framework of procedure and policies.
• Self-motivated and able to use initiative.
• Flexible and willing to work outside of the core hours if necessary.
• Demonstrable expert knowledge and skills to create capabilities to drive Self-service and automation. (Service Portal, Orchestration, Integration Hub).
• Service now implementation and development experience in ITSM modules (Incident, Problem, Change, Service Catalogue/ Request Fulfilment, CMDB & Asset/Procurement).

Knowledge/experience of the following are required:

• ServiceNow Administrator Certified.
• Delivered 2+ Projects on the ServiceNow platform.

• Experience as a technical resource working on the development of ServiceNow solutions (essential).
• ITSM, CSM, ITOM and Integration Hub Experience.
• Strong ServiceNow experience in administrating, designing, developing, and delivering ITSM.
• Experience with REST API, SOAP & JSON.
• Integrations with third parties desirable (AzureDevOps, Intercom, AlertMedia, MS Teams). 

• Experience with web technologies (XML, HTML, JavaScript, and Web Services).
• Experience in implementing ServiceNow Self-Service Portal.
• Strong knowledge of utilising Flow Designer and Integration Hub to execute spokes and Powershell scripts over the MID Server.
• Ability to understand business requirements and convert them into solution designs.

• Understanding and experience of implementing ServiceNow best practices.

• Cloud Management experience highly desired but not essential.