ServiceNow Developer

The International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization.

ServiceNow Developer

Job Overview/Summary:

• The ServiceNow Developer will support the administration, configuration, maintenance, documentation, reporting, testing, and end-user support of the IRC’s ServiceNow platform.

• The role will assist with ServiceNow enhancements, workflow configuration, catalog updates, reports, dashboards, testing, and platform support under the technical direction and mentorship of the Senior System Administrator.

• This position will work closely with IT teams, business stakeholders, product owners, and internal ServiceNow users to understand issues, gather requirements, support configuration changes, and help improve the overall user experience.

• The ServiceNow Developer will provide Tier 1 and Tier 2 support for ServiceNow-related incidents and requests, escalating complex technical, scripting, integration, security, and platform architecture issues to the Senior System Administrator as needed.

• The role will contribute to platform stability, documentation, user adoption, release testing, and continuous improvement while following IRC standards, ITIL practices, change management processes, and ServiceNow best practices.

Major Responsibilities:

• Provide Tier 1 and Tier 2 end-user support for ServiceNow-related incidents, requests, access issues, reporting questions, catalog items, and basic configuration issues; escalate complex issues to the Senior System Administrator as needed.

• Administer and maintain core ServiceNow platform components, including users, groups, roles, assignment groups, forms, lists, tables, reports, dashboards, notifications, and knowledge articles.

• Configure and maintain ServiceNow solutions across core modules, including Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.

• Support configuration and enhancement of catalog items, record producers, workflows, approvals, forms, reports, dashboards, and automation using ServiceNow configuration tools and Flow Designer.

• Assist with ServiceNow scripting and platform customizations, including Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, scheduled jobs, and notifications, under the technical direction of the Senior System Administrator.

• Support, maintain, test, and troubleshoot ServiceNow integrations with other enterprise systems under the guidance of the Senior Developer, using approved integration methods such as REST/SOAP APIs and IntegrationHub where applicable.

• Collaborate with stakeholders, IT teams, product owners, and the Senior System Administrator to gather requirements, document user stories, clarify issues, and support the delivery of ServiceNow enhancements.

• Participate in Quality Assurance, regression testing, release validation, and User Acceptance Testing by preparing test cases, documenting results, logging defects, and supporting stakeholder testing activities.

• Support ServiceNow upgrades, patches, releases, and update set validation by assisting with impact review, testing, defect documentation, remediation tracking, and post-release validation.

• Develop and maintain reports, dashboards, and analytics to support operational performance, trend analysis, compliance, and decision-making.