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 Technical and Professional Expertise

• 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

Preferred Technical and Professional Expertise

• ServiceNow Development certification preferred

• Experience with enterprise integrations

• Understanding of DevOps concepts, CI/CD pipelines, and infrastructure as code

About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.

Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.