Senior ServiceNow Developer

Published date Posted on Indeed on May 13, 2022 (3 d ago)

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

LIFE at OPENTEXT:

At OpenText and in IT, we believe in every employee having meaningful, purposeful work. By joining our team, you will join a community of supportive and collaborative peers focused on innovation, teamwork, and driving successful outcomes. You’ll be expected to bring with you an ideation and “Yes, if” mindset. And, as you build your network and demonstrate your professional excellence, you will have the opportunity to forge your own career path and professional growth.


WHO WE ARE:

OpenText Enterprise Information Management (EIM) technologies and business solutions allow organizations to take full advantage of enterprise information to gain better business insight, capitalize on opportunities to positively impact the business, improve process velocity, reduce risks related to information governance, and protect sensitive information and intellectual property from internal leaks and external threats. With growing volumes and a host of formats to manage and leverage, organizations need to bring structure to the unstructured. By doing so, they will be unleashing the power of information to drive faster decision making, improved agility, strong security policies, and an increased ability to both exploit the opportunities and control the risks of enterprise information.


OVERVIEW:

This position involves being part of a dynamic team environment responsible for the ServiceNow systems at OpenText. Working closely with business stakeholders you will be part of a team that delivers advanced configurations that provide a world class experience for our customers and deliver enhancements that make internal operations more efficient.

ServiceNow is currently being used by a two specific business group, however OpenText is in the process of rolling out a new ServiceNow Customer Service Management (CSM) platform that will be a consolidation of multiple ticketing systems at OpenText. This is your chance to get in on a major implementation at the ground floor. Customer experience is a major KPI for this project. This position focuses on the customer experience within the SN portal and providing self-service capabilities. The customer portal is where customers will go for a variety of reasons including finding help for an issue they are having (virtual agent, knowledge base, communities), opening a case, downloading their product, producing license keys, checking the status of a product enhancement request, and renewing their support contract to name a few.


WHAT YOU WILL DO:

  • Work closely with our business partners to translate their requirements into a world class user experience in the ServiceNow portal
  • Be responsible for the implementation, ongoing enhancements and support of the various portal components including case deflection methods Virtual Agent, Knowledge Base, Communities as well as Case creation and the mobile app
  • Ensure portal best practices are enforced and that advanced configurations don’t endanger future upgrades and the performance of the site
  • Build custom widgets as required
  • Lead/contribute to the evaluation/execution of ServiceNow upgrades, reviewing portal impact and making changes as needed.
  • Work closely with other technical teams when we need to expose functionality from other systems – e.g. key generation
  • Participate in the full software development lifecycle
  • Adhere to IT Change Management and best practices
  • Investigate and fix advanced (3rd level) application issues


WHAT YOU’LL BRING:

  • A bachelor’s degree, college diploma or equivalent experience (ServiceNow certifications) in software development
  • 7+ years of development/configuration experience on the ServiceNow platform including:
    • Customer Service Management
    • Advanced configuration of CSM customer portal
    • Communities
    • Virtual Agent
    • Mobile app
    • SSO
  • Expert at Angular, Bootstrap, JavaScript, HTML and CSS
  • Extensive experience working with Web Services
  • Solid understanding of web site security requirements
  • Development experience in other languages would be beneficial
  • An aptitude to learn new technology quickly
  • Effective documentation skills
  • Excellent written and oral communication skills
  • The ability to work independently and as part of a team
  • The ability to handle multiple streams of work effectively


For Colorado residents, this job is expected to pay in the range of $100,000/annum to $110,000/annum in addition to a comprehensive and competitive group benefit and healthcare plan. Individual compensation will be determined based on skills and experience comparable to the job requirements.


While OpenText is an Equal Opportunity Employer, our efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact accomodationrequests@opentext.com.


Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office to maintain a safe workplace for our employees.


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