Overview:
Waters GCC is seeking a skilled Sr. ServiceNow Developer to design, develop, and implement solutions on the ServiceNow platform. The role will play a critical part in enhancing IT Service Management (ITSM) capabilities and driving the adoption of NowAssist to improve operational efficiency, incident prediction, and proactive remediation.
What We Offer
* Opportunity to lead cutting-edge AI adoption within Waters GCC.
* Collaborative environment with global IT teams.
* Professional growth through exposure to enterprise-scale ServiceNow implementations.
Responsibilities:
* ServiceNow Development & Customization
* As a member of the ServiceNow Development team:
* Design and implement workflows, forms, and integrations within ServiceNow.
* Develop custom applications/modules aligned with Waters' ITSM processes.
* Maintain and optimize Service Catalog, Incident, Problem, Change, and CMDB modules.
* Support upgrades and Proof of Concept (POC) opportunities to expand platform.
* NowAssist Development and Support
* Collaborate with other developers to implement, support and enhance ServiceNow Now Assist workflows. This includes skills and agents across all applications.
* Configure predictive analytics, anomaly detection, and automated remediation workflows.
* Propose agents and agentic workflows to automate repeat processes.
* Monitor performance to improve containment/deflection and triage outcomes.
* Report on performance and return on AI investments.
* Integration & Automation
* Build and maintain integrations with third-party tools (monitoring, SIEM, endpoint management).
* Implement automation workflows to reduce manual effort and improve response times.
* Governance & Compliance
* Ensure solutions align with ITIL best practices and Waters' governance standards.
* Support audit readiness and compliance with ISO 20000, ISO 27001, and SOC 2.
* Collaboration & Support
* Partner with global IT teams, vendors, and stakeholders to deliver scalable solutions.
* Provide technical guidance and documentation for ServiceNow enhancements.
Qualifications:
Required Skills & Experience
* Five to seven years hands-on experience in ServiceNow development (JavaScript, Glide API, Flow Designer).
* Proven expertise in ITSM modules (Incident, Problem, Change, Request).
* Knowledge of other modules (Hardware Asset Management, Software Asset Management, and ITOM)
* Experience with NowAssist implementations and development.
* Knowledge of integration technologies (REST, SOAP, MID Server).
* Familiarity with ITIL processes and enterprise IT governance.
* Strong problem-solving, analytical, and communication skills.
Qualifications
* Bachelor's degree in Computer Science, Information Technology, or related field.
* ServiceNow Certified Application Developer (CAD) or System Administrator (CSA) preferred.
* Exposure to AIOps platforms and IT monitoring tools is a plus.
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