Analyst, Developer, ServiceNow

The role involves developing and maintaining Automated Test Framework (ATF) suites for ServiceNow modules, contributing to platform enhancements, and supporting IT transformation initiatives. The candidate will work closely with senior engineers and stakeholders to ensure quality and automation in a fast-paced enterprise environment.

Responsibilities

• Developing and maintaining robust ATF test cases for ITSM, ITOM, SPM, and custom applications.
• Writing scripts (e.g., JavaScript, Glide APIs) to support both testing and feature development.
• Collaborating with platform engineers to ensure test coverage for new functionality and hotfixes.
• Contributing to enhancements across modules (e.g., workflows, UI policies, business rules, catalogue items).
• Supporting platform upgrades and release validations with automated and manual testing.
• Building dashboards and reports using Performance Analytics.
• Supports the configuration of ITSM and ITOM modules by setting up forms, workflows, and basic scripts under the supervision of senior developers.
• Contributes to workflow testing and automation solutions, ensuring they meet functional and technical requirements.
• Support population of CMDB and CI data hygiene.
• Supports Incident and Change Management within the ITSM module.
• Contributes to the development of standard reports and dashboards using Performance Analytics.
• Assists in monitoring integrations between ServiceNow and other systems, identifying any issues.
• Supports the configuration and execution of ServiceNow Discovery scans to identify infrastructure components.
• Diagnoses and resolves straightforward user issues related to ServiceNow modules, escalating more complex problems.
• Prepares and updates documentation, such as user guides and process workflows, ensuring they are aligned with EBRD standards.
• Follows platform governance guidelines to ensure that changes and configurations adhere to EBRD policies and best practices.
• Assisting in the configuration of SPM modules, such as Project Portfolio Management (PPM) and Application Portfolio Management (APM), under the supervision of senior developers.
• Validates platform upgrades using pre-defined test suites.
• Supports updates to UI policies, ACLs, and catalog items.
• Assists in bug fixing, simple scripting, and platform admin tasks.
• Gathers requirements from users and documents use cases.
• Assists other Service Now modules as needed.

Requirements

• Educated to degree level or possesses equivalent professional experience.
• Previous hands-on experience developing in ServiceNow (not just test automation).
• Strong knowledge of the ATF framework, test case design, and regression testing strategy.
• Solid scripting and debugging skills.
• Experience working in ITIL-aligned environments.
• Experience with assisting in the configuration of ITSM modules such as Incident, Problem, Change, and Request Management.
• Familiarity with ITOM capabilities like ServiceNow Discovery and Service Mapping, understanding their role in infrastructure monitoring and automation.
• Experience with supporting day-to-day platform operations, such as data updates, minor workflow adjustments, and monitoring system performance.
• Basic understanding of ITIL processes and principles, particularly in incident, problem, and change management workflows.
• Ability to follow guidelines and collaborate with senior team members to support module enhancements and updates.
• Strong analytical and problem-solving skills to support the identification of system issues and their resolution.
• Knowledge of ServiceNow reporting tools to assist in creating basic dashboards and performance metrics for IT service delivery.
• Familiarity with basic scripting concepts in ServiceNow (e.g., for business rules or UI policies).
• Effective communication skills to assist IT teams with queries and provide first-line platform support.
• Preferred certifications: ServiceNow Certified System Administrator (CSA) and ITIL Foundation Certification.

Skills

• ServiceNow Development
• Automated Test Framework
• Test Case Design
• Regression Testing Strategy
• Scripting and Debugging
• ITIL-aligned Environments
• ITSM Configuration
• Incident Management
• Problem Management
• Change Management
• Request Management
• ServiceNow Discovery
• Service Mapping
• Platform Operations Support
• ITIL Processes
• ServiceNow reporting
• Dashboard Creation
• Basic Scripting
• ServiceNow Business Rules
• ServiceNow UI Policies
• ServiceNow Certified System Administrator
• ITIL Foundation

Languages

English