Lead Developer, IT, ServiceNow

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This position involves being part of a dynamic team environment responsible for the ServiceNow system 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 specific business group but is being considered for the replacement of multiple ticketing systems at OpenText. This position will be a key participant providing future proof designs and seeing them through to success. Focus will be on the CSM features and functionality along with ITSM. Integrations with other enterprise systems is also key to the success of the implementation and as such is an important part of this role.


  • Lead/contribute to the evaluation/execution of ServiceNow upgrades
  • Translate and validate business requirements and transfer into functional/technical requirement documents working within the framework of the tools available
  • Interact with Business representatives to ensure their requirements are being met
  • Interact with IT application leads and SMEs to ensure the ServiceNow integrations are appropriately configured
  • Develop solutions to meet the business requirements while meeting time and cost constraints
  • Lead acquisition customer support system integrations - typically moving existing customer support related data into ServiceNow
  • Participate in the full software development lifecycle (requirements, design, code, unit test, implementation)
  • Adhere to IT Change Management and best practices
  • Investigate and fix advanced (3rd level) application issues


  • A bachelor’s degree, college diploma or equivalent experience in software development
  • ServiceNow certifications
  • 7+ years of development/configuration experience on the ServiceNow platform including
  • Extensive development experience working with MySQL, Microsoft SQL and/or Oracle PL-SQL
  • Extensive experience working with API’s and/or Web Services (RESTful and SOAP)
  • 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