ServiceNow Developer

Frontex – the European Border and Coast Guard Agency – is looking for 4 ServiceNow Developers to support ICT Service Management activities under the DESOPS framework contract (FWC FRONTEX/2024/OP/0029).

The mission focuses on the maintenance, implementation, configuration, customization, and development of ServiceNow solutions within the ICT Service Management environment.

The consultants will be responsible for developing and configuring ServiceNow functionalities, maintaining the platform, supporting request fulfilment processes, ensuring service offerings are correctly described and available to users, and contributing to the continuous improvement of ICT service delivery.

The role combines ServiceNow development, configuration, administration, technical analysis, documentation, testing, operational support, and collaboration with architects, administrators, ICT Service Delivery, Digital Services Unit, and other Frontex stakeholders.

External Service Provider’s Roles & Responsibilities in the Project

Roles:

• ServiceNow Developer

• ServiceNow Configuration & Customization Consultant

• ITSM Platform Developer

• ServiceNow Technical Consultant

Responsibilities:

• Designed, implemented, configured, and customized ServiceNow solutions within an ICT Service Management environment.

• Developed, tested, validated, and deployed ServiceNow code changes and configuration updates.

• Maintained and improved ServiceNow services, service offerings, request fulfilment processes, and user-facing catalogue items.

• Analysed new functionality requests and provided technical recommendations aligned with business needs and platform standards.

• Configured ServiceNow workflows, forms, fields, business rules, client scripts, UI policies, notifications, catalog items, and automation components.

• Conducted application and code reviews to ensure system integrity, maintainability, performance, and compliance with architecture guidelines.

• Collaborated with ServiceNow architects, administrators, ICT Service Delivery teams, and business stakeholders on development and implementation projects.

• Managed and maintained ServiceNow system components, security settings, performance configurations, and operational health.

• Performed ServiceNow upgrades, patches, version updates, and post-upgrade validation activities.

• Ensured ServiceNow integrations with internal systems and external services were functioning properly.

• Provided daily operational support, implemented standard changes, and resolved platform-related incidents and bugs.

• Troubleshot configuration issues, defects, integration problems, workflow errors, and user-reported platform issues.

• Supported solution architecture design, technical analysis, administration activities, and project planning.

• Contributed to risk management, disaster recovery planning, platform security practices, and operational resilience.

• Maintained comprehensive technical, operational, and user documentation for ServiceNow solutions and processes.

• Ensured adherence to ITSM best practices, Frontex ICT standards, security procedures, change management processes, and documentation requirements.

• Contributed to continuous improvement of ServiceNow capabilities, service delivery workflows, automation, platform quality, and user experience.