The ITSM Developer is responsible for working to develop and implement technical solutions on the ITSM platform for UMMS. The ITSM Developer will provide administration, application development, maintenance and technical support using best practice product programming techniques to configure robust solutions to the organization using the designated UMMS ITSM platform.
The ITSM Developer will work with a team of Healthcare professionals to deliver solutions involving all aspects of service delivery including ITIL Request, Incident, Problem, Change, Knowledge, Asset and other modules designed to automate and add meaningful value to the organization. The ITSM Developer will use software development methodologies best practices to conduct requirements analysis, system design, and play a vital role throughout the entire development lifecycle in a high velocity organization.
Principal Responsibilities and Tasks:
The following statements are intended to describe the general nature and level of work being performed by Interns assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
Work with both department and organizational stakeholders to research, analyze and implement enterprise-wide solutions/capabilities/enhancements to support the organization's business/mission goals and objectives.
Create, maintain and enhance Incident Management, Problem Management, Service Request Management, Change Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign on (SSO) capability, as well as integrations and workflows supporting operational integrity and ease of use.
Maintain Forms, Reports, Views, Workflows, Groups and Roles, including custom Roles when necessary
Coordinate application and platform upgrades, including robust and complete test models
Troubleshoot and resolve problems; Orchestrate and automate tasks
Design and develop solutions that leverage ITSM modules such as HR, ITSM, Discovery, CMDB, Knowledge and ITOM using configuration and custom JavaScript
Coach and train co-workers, and maintain working relationship to coordinate development and maintenance of the ITSM system
Lead discovery sessions and process definitions with stakeholders and developers
Develop Reports, Dashboards and analytical reports supporting business objectives and summarization of activities and trends
Company Description The University of Maryland Medical System (UMMS) is an academic private health system, focused on delivering compassionate, high quality care and putting discovery and innovation into practice at the bedside. Partnering with the University of Maryland School of Medicine, University of Maryland School of Nursing and University of Maryland, Baltimore who educate the state's future health care professionals, UMMS is an integrated network of care, delivering 25 percent of all hospital care in urban, suburban and rural communities across the state of Maryland. UMMS puts academic medicine within reach through primary and specialty care delivered at 11 hospitals, including the flagship University of Maryland Medical Center, the System's anchor institution in downtown Baltimore, as well as through a network of University of Maryland Urgent Care centers and more than 150 other locations in 13 counties. For more information, visit www.umms.org.
Qualifications
Education and Experience:
HS Diploma and 3+ years of experience as a ServiceNow Administrator/Developer in an enterprise environment.
5+ years of experience in IT Service Management Process, Design and Administration (may include the 3+ years of experience as a ServiceNow Administrator/Developer
3+ years of RESTful or SOAP web services
3+ years of experience with HTML and JavaScript
3+ years of experience with the key technologies relevant to ServiceNow integration solutions including: ServiceNow API's, SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
ServiceNow Certified Systems Administrator (CSA)
Note: Eligible candidates must possess all qualifications stated in 1. through 6. above.
Preferred Qualifications:
Bachelor's degree in information systems, Business Administration, or related field
Strong demonstrated understanding of ITSM configuration process including health, maintenance, building and configuring UI policies, actions, scripts, pages and business rules
Strong demonstrated understanding of the ServiceNow platform and underlying modules
Strong demonstrated understanding of ITSM processes
