ServiceNow Developer (ITSM Module) At Client Site in Ottawa

Job Description:

At DXC, we use the power of technology to deliver mission-critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace.

About the Role

DXC Technology is seeking someone to serve as a trusted advisor and technical expert, guiding organizations through their ServiceNow journey. Leverage your in-depth knowledge of the platform to design, implement and optimize ServiceNow solutions tailored to address specific business needs.

This role requires eligibility for a Government of Canada security clearance. Applicants must be Canadian citizens and able to provide 10 years of verifiable history in Canada.

The successful candidate MUST reside in the Ottawa area, as work is onsite. A bilingual (English/French) team member is preferred but not required.

What You’ll Do

• Collaborate with cross-functional teams to gather and understand business requirements and translate them into technical specifications for ServiceNow implementations.
• Provide technical expertise and support for ServiceNow implementations, process-improvement initiatives and data analysis.
• Provide technical guidance to customers and mentor less-senior team members. Present to management and customers as required.
• Participate in user acceptance testing (UAT) and assist with data-migration activities.
• Participate in identifying and resolving process bottlenecks.
• Design, develop and implement solutions using ServiceNow platform capabilities.
• Design and implement workflows, forms and automation scripts to optimize ITOM processes.
• Develop and maintain ServiceNow workflows, forms, scripts and reports.
• Develop basic reports and dashboards to visualize ServiceNow data and track key performance indicators (KPIs).
• Customize and configure ServiceNow applications based on business needs.
• Configure the ServiceNow platform to meet the organization's ITOM requirements.
• Configure observability tools to provide information on user behaviour, system availability and capacity to ensure that systems are performing optimally.
• Configure core ServiceNow modules (ITSM, ITOM and CSM) to support core IT service-management processes.

Key Activities

Discovery, Service Mapping, Event Management:

• Discover devices and applications across various network segments to ensure the data quality of the CMDB.
• Build Service Maps to drive service-aware operations and gain visibility into relationships among applications, IT components and cloud services.
• Implement Event Management solutions to improve service availability, provide root-cause analysis and support automated remediation.

Development:

• Conduct requirements analysis for the development of new features and components and for enhancements to existing components.
• Conduct or participate in design discussions and design/code walkthrough meetings.
• Design, develop, review, test, deploy and support out-of-the-box solutions on the platform.
• Ensure compliance with customers' security best practices and coding standards.
• Ensure compliance with customers' reference architectures and requirements/design artefacts.
• Ensure compliance with customers' development and release methodologies (CM/CI/CD).
• Navigate and adapt to various environments, providing support for and working closely with customers.
• Contribute to production work, including deployments and incident and problem management.

Integration:

• Integrate ServiceNow ITOM modules with other enterprise systems to create a seamless and efficient flow of information.
• Establish and maintain data integrations to ensure accuracy and consistency.

Reporting:

• Generate and analyze reports related to Discovery, Service Mapping and Event Management.
• Ensure the organization is prepared for audits and regulatory inspections.

Continuous Improvement:

• Stay informed about industry best practices and evolving regulatory requirements.
• Propose and implement improvements to ITOM processes and ServiceNow configurations.

Who You Are

• At least 5 years of software-development experience as a developer, with demonstrated development skills in ITSM/ITOM.
• This role requires eligibility for a Government of Canada security clearance. Applicants must be Canadian citizens and able to provide 10 years of verifiable history in Canada.
• Proven experience in business-process transactions.
• Proficiency in business-process management and optimization.
• Experience with system administration and ServiceNow.
• Experience with user management, including groups, users, roles and access control lists (ACLs).
• Experience setting up and managing out-of-the-box applications.
• Experience configuring ServiceNow workflows and forms.
• Experience creating and maintaining ServiceNow objects such as tables, business rules, client scripts, UI actions, UI policies, script includes and workflows.
• Excellent problem-solving and analytical skills, with proven experience gathering requirements and translating them into technical deliverables.
• Excellent communication skills and confidence presenting ideas and designs to stakeholders at different levels.
• Strong understanding of Discovery, Service Mapping and Event Management principles and best practices.
• Ability to learn quickly and adapt to new technologies.
• Experience with observability is an asset.
• Relevant certifications in ServiceNow (for example, ServiceNow Certified Implementation Specialist), Six Sigma or PMP are assets.
• Ability to work independently with minimal oversight and collaboratively in a team using swarming and peer-programming approaches.

Working at DXC

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC, we support each other and work as a team, globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and is dedicated to strong ethics and corporate citizenship.

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $67,800 - $117,800.

Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.

DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.