ServiceNow Application Developer (CMDB)

Are you bready for a change?

ServiceNow falls under the IT Operations department and is responsible for building, deploying and supporting the platform for 5000+ users. Toast is a fast paced company with a demanding user base that relies on a wide range of features and functionality provided by ServiceNow. This role requires someone who can deliver on tight deadlines, has the ability to pivot and change priorities, has excellent time management skills, and enough expertise to creatively solution complex and ambiguous requests. 

About this roll:   

The ServiceNow team is growing to meet the increasing demand of Toast. ServiceNow plays a critical role in helping our users streamline their work loads, collaborate with other departments, meet compliance requirements, and organize and maintain data. The ServiceNow team has developed the platform to include a multitude of complex features and functionality and in order to continue to maintain, support, and innovate new solutions an additional Developer is needed. 

Do you have the right ingredients:   

We are looking for a ServiceNow Application Developer (CMDB)  who has experience for delivering on IT Operations and Asset Management on the Servicenow Platform.  This is done by leveraging IT Datacenter technologies , DevOps, and cloud initiatives with Servicenow applications that focus on CMDB / CSDM.  service mapping, and discovery.  This is a highly technical position that must be familiar with populating CMDB CI Classes using out of box and importing them through MID Servers and setting up Transform Maps.  This role will interact with various stakeholders that are consumers of the CMDB data.  

Must Have:

• Knowledge of the ServiceNow platform. 
• Hands on experience with integrations and data ingestion systems
• Hands on experience with Discovery (MID Servers)
• Ensure CI data is properly maintained and is available when and where it is needed 
• Develop, document, and implement CI Data Governance processes and procedures for effectively managing CI data 
• Ensure that the CMDB effectively supports other ITSM processes  (Incident, Problem, Change)
• Ensure that the CMDB quality of the CMDB data is maintained and that target metrics are established and met, resolving issues in a timely manner
• Module Knowledge: ITSM, ITOM, IRM, GRC, SAM
• Experience working in an Agile environment and participating in Sprint cycles
• Examples of implementing a new module, what features and functions within that module that were built out, and what need was being fulfilled for the customer.
• Strong collaboration skills - you will be required to collaborate with internal and external teams on a daily basis. 
• Strong communication skills - must be able to explain complex concepts to a wide range of audiences. 

Nice to have:

• UX or UI educational or professional experience
• Experience building, configuring, and deploying major modules at a large scale

Location: Bangalore, India.

Work Model: Hybrid

Work Timings: 2pm - 11pm IST

Travel needs: None

At Toast, we assess our leaders based on our competency framework.  These are the competencies identified and required for the position:

Builds and Develops High Performing Teams

The ServiceNow Developer has an understanding of the strengths of those on the team in order to delegate, mentor, and collaborate effectively. The Developer is able to identify knowledge gaps within the team and can recommend how best to accommodate it.

Communicates, Influences and Collaborates Effectively

Cross functional partnerships and collaboration are critical to this role and this team. The Developer is a top tier escalation contact that builds solutions and makes final decisions based on what is best for the user and for the ServiceNow platform.

Demonstrate Critical Thinking and Sounds Decision Making

The ServiceNow Developer needs to be able to make decisions based on risk, ROI, business need, and platform ability and scalability. These decisions need to be based on metrics and hard evidence and presented in an efficient and effective communication style. The Developer will need to be able to pull and represent metrics and evidence for major decisions.

Drives Action, Innovation and scalable Results

The ServiceNow Developer intakes the user request and ensures the solution output is scalable, long lasting, accessible and considerate of how the rest of the ServiceNow environment operates as well as the needs of Toast. This role requires consideration of Toast, the teams at Toast, and how ServiceNow can be utilized to improve the user experience.

Navigates Ambiguity and Complexity  

Our users understand the issue they are trying to resolve but may not understand how to get there. The ServiceNow developer will work with users to understand their needs, design and build custom solutions, and test and deploy. The ServiceNow team navigates ambiguous and complex end user requests by building creative and custom solutions. This role requires patience, creativity and an extensive understanding of the ServiceNow platform in order to provide long term solutions.