ServiceNow Systems Programmer

The successful incumbent of this position will be part of the Global Technology Solutions (GTS). This group caters to the diverse technology needs of RTI and its effort to digitally transform the Institute. GTS provides technical support, resources and services to help staff work efficiently and effectively in compliance with RTI policies.

The ServiceNow Developer is responsible for designing, developing, and maintaining solutions within the ServiceNow platform to support IT and business processes. This role works collaboratively with business analysts, process owners, and other developers to deliver efficient and reliable solutions aligned with organizational standards and best practices.

Essential Duties

Develop, configure, and customize ServiceNow applications and modules such as ITSM, ITOM, HRSD, or CSM.

• Build and maintain workflows, UI policies, business rules, client scripts, and integrations to support business requirements.
• Collaborate with stakeholders to understand requirements and translate them into technical solutions within the platform.
• Manage and maintain ServiceNow update sets, coordinate deployments across development, test, and production environments.
• Plan for, test, and implement regular ServiceNow platform upgrades, ensuring compatibility, stability, and alignment with new features and best practices
• Troubleshoot and resolve technical issues related to ServiceNow configurations, scripts and integrations.
• Participate in Agile development activities, including sprint planning, code reviews, and backlog grooming.
• Support adherence to coding, security, and data governance standards within the platform.
• Stay current with ServiceNow capabilities and contribute ideas for platform improvement.
• Champions the ServiceNow platform to departmental colleagues and assists with training and/or development of job aides.

Typical Education & Experience Requirements

Job Requirements are a combination of qualifications and related experience. Judgment of an acceptable equivalent combination, on an individual basis, is the responsibility of Management.

Bachelor's Degree and 3 years of experience, Master's degree and 1 year of experience, or equivalent combination of education and experience.

Skills & Abilities

Below are skills and abilities required to perform the essential duties of this job. An addendum that clarifies additional skills and abilities for incumbents in this job may be used in addition to this description.

• ServiceNow certifications (such as CSA, CAD, CIS-ITSM, or Application Developer) preferred.
• ITIL Foundation v3 or v4 certification preferred.
• Solid understanding of ServiceNow development, including scripting (JavaScript, Glide API, Flow Designer).
• Familiarity with ITSM processes and ServiceNow modules such as Incident, Problem, Change, Request, and CMDB.
• Experience with ServiceNow integrations using REST/SOAP APIs, MID Server, and external systems.
• Ability to build and maintain custom workflows and automation solutions.
• Hands-on experience across multiple ServiceNow modules and is eager to continue building technical depth in the platform.
• Strong problem-solving, analytical, and troubleshooting skills.
• Effective communication and collaboration skills across technical and non-technical teams.
• Ability to manage tasks independently while seeking guidance when needed.
• Action-oriented with the ability to balance urgency with sound judgement
• Demonstrates the ability to contribute to the team's overall output, actively contributes in team meetings and providing constructive feedback.