Lead ServiceNow Developer
The University of Chicago

Department

F&A ITS - Enterprise Applications and Services

About the Department

ITS collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services. We provide secure, stable, and reliable infrastructure and applications to supportthe mission of the University. We support and enable faculty research and teaching with the effective use of technology. We simplify the technology experience for faculty, students, alumni, and staff, and we ensure technology is mobile-friendly and accessible. We identify, manage, and mitigate the technology risks of the University.

Job Summary

This position leads and provides expertise in the development of programs for activities relating to software support and/or development. Analyzes, designs, develops, debugs, and modifies computer code for end user applications, beta general releases, and production support. Manages development and implementation of applications, web pages, and user-interfaces using a variety of software applications, techniques, and tools. Solves complex problems in administration, maintenance, integration, and troubleshooting of code and application ecosystem currently in production.

Responsibilities

• Leads architectural oversight including design, development and implementing additions, enhancements, changes, upgrades, and fixes to the ServiceNow application while leading other developers.
• Works with management to allow them to properly lead the governance for new ServiceNow functionalities and to manage backlog through ServiceNow Governance.
• Provides documentation and technical drawings as required and reviews documentation and technical drawings of developers.
• Provides analysis of the process designs for ITIL functions utilized within ServiceNow and assess opportunities for improvement.
• Participates in testing, Quality Assurance, security review, and support of internal applications tools.
• Leads and manages services through operational upgrades and patches, changes in platforms, service subscriptions, and/or licensing.
• Maintains, implements, and tests modules in cooperation with the Manager, developers and departments, utilizing best practices for software development, including automated testing, proper execution of specifications, adherence to documentation standards, and participation in implementation and configuration reviews.
• Develops and maintains IT Services internally used applications and tools.
• Leads design and evaluation of project plans and requirements.
• With the management team, leads the evolution of our processes, tools, and best practices.
• Designs work processes and workflows, develops application and code in appropriate programming platforms, developing middleware where appropriate and following coding guidelines including style and security guidelines while also guiding developers in the same principles.
• Collaborates with other groups in IT Services as needed (consulting on projects, serving on committees, assisting with interviewing, etc.), particularly as a ServiceNow technical and subject-matter expert.
• Ensures that applications tools continue to meet or exceed evolving standards for use within IT Services.
• Contributes to the evolution of internal applications tools standards and procedures at the University of Chicago.
• Develops and maintains relationships and partnerships across ITS.
• Maintains expert knowledge of user-centric design principles, technologies, processes, and best practices through training and research.
• Assists in research, selection, and implementation of major tools for strategic needs such as IT Service Management framework, governance, and process improvements, automation, IT Service Catalog, and knowledge.
• Provides input to operational budget and development plans for staff.
• Leads in the development of new systems, features, and tools. Solves complex problems and identifies opportunities for technical improvement and performance optimization. Reviews and tests code to ensure appropriate standards are met.
• Acts as a technical consultant and resource for faculty research, teaching, and/or administrative projects.
• Performs other related work as needed.

Minimum Qualifications

Education:
Minimum requirements include a college or university degree in related field.
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Work Experience:
Minimum requirements include knowledge and skills developed through 7+ years of work experience in a related job discipline.
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Certifications:

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Preferred Qualifications

Education:

• Bachelor's degree in computer science or related field.
• Advance degree in a technical field.

Experience:

• Minimum seven years of experience supporting tools and applications used internally by IT(e.g. recharge systems, work ticketing systems, alert systems, etc.).
• Minimum five years of experience developing and executing application test plans.
• Minimum five years of experience using SDLC (Software Development Life Cycle) and providing service in an ITIL (Information Technology Infrastructure Library) environment.
• Minimum of seven years of professional programming and testing experience with JavaScript, Java, and/or open source technologies.
• Minimum of five years of experience with at least three of the following ServiceNow processes: Incident Management, Change Management, Service Request Management, Problem Management, SDLC, Asset Management, Human Resources, Financial Service Management, Knowledge Management.
• Background leading a team.
• Professional experience within a higher education environment.
• Five years of experience in IT in a Research 1 university.
• Seven years of experience with Service Now or similar tool.

Certifications:

• Service-now.com Developer certification.

Technical Skills or Knowledge:

• Proficient in the configuration and maintenance of applications and services in cloud/hosted environments.
• Skilled in the most recent version of the ServiceNow product.
• Process mapping/diagramming tools such as Visio.
• Keen sense of IT Service Management automation.
• Proficient in JavaScript, subscription-based technologies, Platform-as-a-Service services, multi-tenant applications.
• Implementing systems using the Agile/Scrum methodology.
• Designing and coding applications for cross-departmental or multi-client use.

Preferred Competencies

• Excellent verbal and written communication skills.
• Effective interpersonal and collaborative skills.
• Excellent analytical skills.
• Excellent organizational and time management skills.
• Self-motivated and takes initiative.
• Prioritize multiple projects and independently follow through with detail.

Working Conditions

• Standard office environment.
• Sit for short or extended time periods.
• Extensively use computer.
• On-call responsibilities.

Application Documents

• Resume/CV (required)
• Cover Letter (required)
• References Contact Information (3) (required)

When applying, the document(s) MUSTbe uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family

Information Technology

Role Impact

Individual Contributor

FLSA Status

Exempt

Pay Frequency

Monthly

Scheduled Weekly Hours

37.5

Benefits Eligible

Yes

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Posting Statement

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.

All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at:http://securityreport.uchicago.edu.Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.

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