Implementation Specialist



  • Participate on a team in a highly professional, customer-service environment supporting in-house ServiceNow ITSM and customer ITSM instances.
  • Able to take responsibility to ensure customer needs are met within a collaborative environment where work must be coordinated with technical teams and customers.
  • Supporting technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, and Reporting.
  • Support on-boarding efforts for new customers as well as maintenance and operational efforts for customers in production.
  • Handle general updates and configuration changes/requests
  • Communicate with technical staff and non-technical staff to ensure work meets technical requirements and customer business needs.
  • Develop ServiceNow software solutions using JavaScript, Jelly, one or more Web Services, MYSQL, XML, HTML and CSS
  • Solution and provide requested enhancements to existing ServiceNow applications
  • Develop and deliver customized portal web pages in ServiceNow using Bootstrap and AngularJS JavaScript frameworks
  • Work with functional and admin teams to deliver automated workflow solutions in ServiceNow
  • Advanced scripting of business rules, UI Policies, Client Scripts, ACLs, Workflow Activities, etc.
  • 3rd party software integrations with ServiceNow
  • Facilitate and support the rollout of new application and enhancements in ServiceNow
  • Configure ServiceNow Discovery and Orchestration.
  • Advise functional and admin teams on design, development and overall ServiceNow best practices.
  • Some travel required


  • 5+ years experience in IT Service Delivery
  • 2+ years experience as a ServiceNow System Administrator and Developer
  • Bachelor’s degree in Computer Information Systems, Management Information Systems, Computer Science or other related field or higher (preferred)
  • Certified ServiceNow System Administrator and Application Developer
  • Certified ServiceNow Implementation
  • Certified in ITIL Foundation (plus)
  • Extensive background in ITSM implementation
  • Experience in ServiceNow scripting
  • Experience with Asset, CMDB, Orchestration and ServiceWatch
  • Working knowledge of the web applications, networks, protocols and email (SMTP, POP3)

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Implementation Specialist
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