Lead Portal Developer

Description

Job Summary

The Lead Portal Developer will be responsible for architecting and implementing end-to-end solutions on the ServiceNow platform, focusing on optimizing and automating IT and business processes. This role will be instrumental in the design and integration of ServiceNow modules, including ITSM, ITOM & CSM and Asset Mgmt, and leveraging App Engine Studio to drive low-code application development, automation, and improved business outcomes. The architect will focus on enhancing user experience across Collaboration Portals while ensuring scalability, integration, and governance within the platform.
Responsibilities (Specific tasks, duties, essential functions of the job)

• Lead the design, development, and customization of ServiceNow Portals, focusing on patient and customer collaboration, self-service, and employee service solutions. Build intuitive, responsive interfaces that enhance user engagement and service delivery.
• Architect the seamless integration of ServiceNow mobile apps with internal systems and external platforms, ensuring that users can access services, view real-time updates, and interact with business applications across devices.
• Customize Employee Central to streamline IT, HR & Finance services, employee requests, and self-service capabilities through ServiceNow Portals and mobile apps.
• Configure and automate workflows for incident, problem, and change management using Flow Designer and ServiceNow scripting to ensure efficient ticket routing, approvals, and resolution.
• Utilize Flow Designer to automate notifications, task assignments, and integrations for incident resolution and change requests, ensuring processes run smoothly across systems.
• Lead the design of Service Catalog offerings, ensuring that services and requests are integrated into ServiceNow Portals and mobile apps.
• Customize CSM workflows to track and manage customer or patient issues, ensuring seamless interaction between customer requests, IT service teams, and resolution tracking.
• Implement Flow Designer processes to automate task assignments and updates, enabling effective management of customer cases and services.
• Leverage App Engine Studio to accelerate the development of ServiceNow Portals and integrate them with other business-critical applications.
• Create low-code applications and workflows within App Engine Studio to drive automation and simplify complex business processes.
• Build and automate end-to-end business workflows across ITSM, CSM, and service catalog using Flow Designer to improve efficiency and reduce errors.
• Implement dynamic catalog items and intelligent task routing, using App Engine Studio to integrate external tools and services into the portal and mobile app experience.
• Architect integrations between ServiceNow and external applications (CRM, ERP, HR systems), focusing on seamless data exchange and consistent service delivery across platforms.
• Ensure ServiceNow Portals and mobile apps are integrated with other business systems, enabling users to interact with data and services across all channels.
• Develop custom integrations using REST, SOAP, and MID Server to connect ServiceNow with third-party applications and provide real-time data synchronization.
• Ensure that all ServiceNow Portals and integrations adhere to security and compliance standards (e.g., HIPAA, GDPR), with a focus on role-based access control and data privacy.
• Monitor and optimize the performance of ServiceNow solutions, including portals, workflows, and integrations, ensuring high availability and user satisfaction.
• Provide leadership and mentorship to the development team, ensuring best practices in design, development, and implementation of ServiceNow solutions.
• Collaborate with business analysts, project managers, and IT teams to gather requirements, define solutions, and deliver successful outcomes.

Qualifications (Experience and Education)

• 5-9 years of hands-on experience in ServiceNow development, with deep expertise in ITSM, ITOM, CSM, HAM, SAM, and Service Portal design.
• Strong integration experience with DocuSign for electronic signature management, Salesforce for CRM and case management, Oracle ERP systems, and Auth0 for identity and access management.
• Experience with App Engine Studio, including rapid application development, low-code customization, and automating workflows.
• Experience in creating, modifying, and debugging ServiceNow workflows, UI policies, and business rules.
• Hands-on experience with ServiceNow scripting (e.g., JavaScript, Glide scripting, and REST APIs).
• Experience in building and maintaining integrations using REST, SOAP, and other ServiceNow integration technologies.
• Expertise in customizing ServiceNow Service Portal to enhance user experience and meet organizational needs.
• Understanding of CMDB data models, data import/export techniques, and database management within ServiceNow.
• Familiarity with version control tools (e.g., Git) for managing code and development projects.
• ServiceNow Certified Application Developer (CAD).
• Certified Implementation Specialist (CIS) in relevant ServiceNow modules (ITSM, ITOM, CSM, etc.) is preferred.
• ITIL V3 or V4 Certification preferred.
• Proven capability to communicate complex solutions effectively across various stakeholders, including senior leadership.
• Solid understanding of technology methodologies, best practices, delivery models, or frameworks, particularly in the areas of Agile methodologies and DevOps practices.
• Preferred experience in the healthcare industry, with a keen understanding of regulatory requirements such as HIPAA.
• A combination of education, training, and experience that equates to the qualifications and endows the candidate with the requisite knowledge, skills, and abilities.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.