Service Now Consultant

Overview Syntax is seeking a skilled Salesforce Developer to join our Global Sales Operations team. The ideal candidate will have extensive experience in designing, developing, and customizing Salesforce solutions to meet business needs. You will work closely with stakeholders to gather requirements, develop technical solutions, and ensure the effective implementation and integration of Salesforce globally at Syntax. Qualifications 3+ years implementing various ServiceNow products. ServiceNow System Administrator is a must. Experience with scripting in ServiceNow (Business Rules, UI Pages, UI Macros, etc.). Knowledge of ServiceNow related technologies, especially JavaScript. Proficiency in at least one of the following programming languages: XML, HTML, CSS, SQL, AngularJS. Experience in platform upgrades. Experience in installation and configuration of MID-Servers for ITOM, Security, and integrations. Must have experience creating ServiceNow update sets, promoting and testing through multiple instances and into production. Excellent verbal, written, and interpersonal communication skills using English. Strong organization and prioritization skills. Ability to resolve problems with minimal management assistance and to escalates when appropriate. Strong collaboration skills with remote stakeholders and teammates to support global business needs and ensure enterprise alignment. A college degree with a B.S. in a computerrelated field is preferred; a B.A. with applicable experience may be acceptable. Preferred Qualifications Handson experience on Unix or Linux operating systems. Knowledge of Service Portal, widgets, Catalog Settings, Catalog items, and Cart. Integrations with LDAP and other applications external to ServiceNow (Table API, Scripted REST, Webservice Import Sets). Experience and certification in Event Management, Discovery, and Project Portfolio. Responsibilities Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner, meeting all monthly customer Service Level Agreements. Maintains daily communication with the team and hits productivity standards. Suggests methods to improve operations, efficiency and service to both internal and external customers. Provides statistical and performance feedback and coaching on a regular basis to each team member. Establishes work procedures and processes that support company and departmental standards, as well as strategic directives. Receives incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests. Responds to High and Critical priority tickets or projects according to standard operating procedures. Serves as Customer-facing and Second/Third tier responder for all Incidents and Service Requests. Monitors and troubleshoots all ServiceNow instances and related infrastructure, evaluating and escalating issues as needed. Communicates (verbal and written) with customers in a formal and professional manner. Creates and manages the lifecycle of Incidents and Service Requests in the companys trouble ticketing system. Creates and utilizes formal Work Instruction documents and other documented knowledge to resolve customer issues and transfer knowledge to Level1 technicians. Ensures escalations are handled in a professional, consistent, and relentless manner. Possesses a proven track record in agile ways of working, both Scrum and Kanban. Performs daytoday support and maintenance, working with functional teams to develop solutions in ServiceNow ITSM, ITOM, ITBM, and HR modules. Develops training plans for end users and customizes the platform to meet evolving organizational needs. Provides general support, administration, and maintenance of the ServiceNow platform and associated applications. Monitors the health, usage, and compliance of ServiceNow, and develops system integrations and process automation. Creates and configures business rules, UI policies, UI actions, client scripts, ACLs, notifications, UI pages, UI macros, script includes, and formatters. Proactively learns new concepts and technologies to conduct event analysis when required. Troubleshoots and resolves issues related to software applications, system integration, and related platforms. .