Application Developer/Analyst

Location
Chicago
Posted
Feb 24, 2017
Institution Type
Four-Year Institution
About The Unit:

Unit Job Summary: The Application Developer/Analyst is responsible for ongoing development, maintenance and support of the ServiceNow (a provider of enterprise service management (ESM) software) application, including but not limited to designing work processes and workflows, developing applications and code, optimizing packaged application code performance, maintaining code, and providing support. This position is responsible for ServiceNow projects as a developer, analyst, implementer and reviewer; is responsible for the administration of the clients and user access; and consults on technologies, environments, and other IT Services decisions related to the hosting and/or development of the overall portfolio of internal tools applications assigned to this team. This position Shares responsibility for ServiceNow application strategy and operations, manages changes, mentors and assists other team members with process design and enhancement. Translates business requirements into well-designed applications while balancing user and business needs, technical competencies, industry developments and time constraints. Documents proposed solutions through technical diagrams. Prepares resource estimates. Provides periodic status reports on past, current and planned activities. Works with users and technical staff to resolve problems and responds to suggestions for improvements and enhancements. Diagnoses and repairs systems failures and provides on-call support for problem resolution. Participates in developing user manuals. Maintains up-to-date technical knowledge through a variety of vendor information sources, and may serve as services manager for the purposes of the IT Services catalog. Essential functions: ServiceNow application lifecycle: Design, develop and implement additions, enhancements, changes, upgrades and fixes to the ServiceNow application. Provide documentation and technical drawings as required. Provide analysis of the process designs for ITIL functions utilized within ServiceNow and assess opportunities for improvement. Administration of the ServiceNow application clients and user access. Participate in testing, Quality Assurance, security review, and support of internal applications tools. Manage services through operational upgrades and patches, changes in platforms, service subscriptions, and/or licensing. Maintain, implement, and test modules in cooperation with the Manager and departments utilizing best practices for software development, including automated testing, proper execution of specifications, adherence to documentation standards, and participation in implementation & configuration reviews. Develop & maintain IT Services internally used applications and tools: Assist in design and evaluation of project plans and requirements. With the management team, lead the evolution of our processes, tools, and best practices. Design work processes and workflows, develop applications and code in appropriate programming platforms, developing middleware where appropriate and following coding guidelines including style and security guidelines. Collaborate 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. Ensure that applications tools continue to meet or exceed evolving standards for use within IT Services.

Unit Education: Bachelor's degree in computer science, electrical engineering or related field required. Advance degree in a technical field preferred. Service-now.com Developer Certification preferred.

Unit Experience: Minimum five years of experience supporting tools and applications used internally by IT(e.g. recharge systems, work ticketing systems, billing systems, monitoring and alert systems, etc) required. Minimum two years of experience developing and executing application test plans required. Minimum two years of experience using SDLC (Software Development Life Cycle) and providing service in an ITIL (Information Technology Infrastructure Library) environment required. Minimum of three years of professional programming and testing experience with JavaScript, Java, and/or open source technologies required. Experience with: Javascript, subscription-based technologies, Platform-as-a-Service services, multi-tenant applications required. Professional experience within a higher education environment preferred. Experience implementing systems using the Agile/Scrum methodology preferred. Experience designing and coding applications for cross-departmental or multi-client use preferred. Experience with configuration and maintenance of applications and services in cloud/hosted environments preferred. Five years of experience in IT in a Research 1 university preferred. Five years of experience with Service Now or similar tool preferred.

Unit Job Function Competencies: Excellent verbal and written communication skills required. Excellent interpersonal and collaborative skills required. Excellent analytical skills required. Process mapping/diagramming tools such as Visio required. Keen sense of IT Service Management automation required. Excellent organizational and time management skills required. Self-motivation and the ability to take initiative required. The ability to prioritize multiple projects and independently follow through with detail required. Knowledge of educational data standards preferred.