ServiceNow Senior Developer

Rochester, NY


The ServiceNow Senior Developer plays a critical role in ensuring the effective use of the ServiceNow platform to manage IT services, automate business processes, and improve overall operational efficiency. This role requires a combination of technical skills, process knowledge, and effective communication to successfully configure and manage the platform in alignment with URMC’s organizational needs.

The ServiceNow Senior Developer is responsible for the configuration, maintenance, development, and overall administration of the ServiceNow platform within the URMC organization. The ServiceNow Senior Developer builds, maintains, monitors and audits ServiceNow application installations. This may include, but is not limited to, ensuring security standards are applied, troubleshooting, developing new solutions and leading projects to upgrade components, plug-ins, modules or whole systems. Reviews and provides recommendations for architecture standards related to integration with on-premise applications and cloud solutions.

Acts as a senior team member in on-call rotations executing, advising and/or directing others during daily development efforts, system maintenances and instances of system failures. Works in concert with wider support and project teams to identify and evaluate risks and opportunities for efficiencies and is part of a team that ensures application maintenance and upgrades are delivered on-time and with quality. Coaching and leading less experienced ServiceNow developers will be necessary.


  • Works with, and often leads, technical resources and in some cases functional / business analysts to understand application, database, server or security requirements and translates technical or systems specifications for implementation. Leads and/or actively participates in design sessions to design complex technical enhancements to the application, database, server or security landscape. Completes assigned application administration deliverables, and leads teams in the completion of their assigned deliverables, including the configuration of applications, database, server or security settings and features; implements and provides ongoing support. Leads and/or actively participates in application administration maintenance or implementation plan walkthroughs. Develops technical documentation to be used by application administration development or support teams. Leads and/or actively participates in testing of newly developed applications, integrations, systems, solutions and upgrades of applications or application support tools. Leads and/or works closely with technical resources and in some cases functional / business analysts to prepare test plans, test data and complete integrated testing. Develops best practice application administration and change management procedures. Actively participates in smaller systems projects or enhancements, ensuring delivery upon assigned application administration tasks in alignment with project plans and estimates. Sometimes leads technical teams in the delivery of their assignments. Provides input for, and sometimes prepares, project plans and budgets related to application administration for projects and enhancement.

  • Leads and/or actively participates in regular team retrospective events with a continuous improvement mindset. Promotes and leads the identification, recommendation and delivery of application administration improvement opportunities that improve the system solution. Promotes and demonstrates the sharing of application administration knowledge. Provides cross-training, peer support and leads team meetings. Leads and/or actively participates in the estimation and planning of future application administration work plans. Develops, reviews and approves application administration documentation and procedures used to maintain applications, databases, servers, and security.

  • Works independently, leading and providing technical support for non-production and production environments, including trouble shooting and remediation of technical issues. Takes a lead role in working with third party vendors and software companies. Researches and answers technical application, database, server and security configuration questions. Serves as a final escalation point for support and provides on call support after hours as defined by the application support requirements. Provides direction to technical personnel and handling escalations or more complex / interdisciplinary requests for technical support, including application, system to system integrations and security administration. Monitors non-production and production environments and works in conjunction with, and/or leads, database administrators, security and systems administrators to provide performance tuning on application, database, server and security settings and features. Provides direction for the tools and scripting used to efficiently manage code migrations, environment builds, testing and implementation.

  • Approves and applies patches, and delivers minor and major application upgrades.

  • Maintains a deep and broad knowledge of technology, equipment, and or systems in the assigned application areas. Maintains a deep and broad knowledge of the latest technologies associated with on premise application administrations. Grows knowledge beyond technical area of responsibility into related areas of technology. Leads and/or actively participates in external technical application administration communities of practice gaining and sharing technical knowledge. Is recognized as a subject matter expert within these communities.

Other duties as assigned


  • High School Diploma or equivalent required

  • Bachelor’s degree in related discipline such as Computer Science, Information Technology, Mathematics, Statistics, Business, Data Science or Engineering preferred

  • 4 years of related experience required

  • or an equivalent combination of education and experience required

  • Supervisory or management experience preferred

  • Experience in higher education or healthcare field preferred

  • 5+ years of ServiceNow development & administration experience preferred. Extensive proficiency in configuration, architecture, and customization of the ServiceNow platform preferred.

  • Excellent verbal and written communications skills required

  • Ability to work both independently and as part of a team required

  • Ability to participate in on-call rotations required

  • Ability to learn new technologies quickly and help team members embrace technology change preferred

  • Proven track record executing multiple work streams and producing consistent results preferred

  • Strong understanding of system/application administration activities preferred

  • Extended experience with web services, including: REST, SOAP, JSON or XML preferred

  • Extended experience with scripting languages (e.g. JavaScript) preferred

  • Experience with at least one structured programming language preferred

  • Solid understanding of application infrastructure and architecture preferred

  • Experience with interface, networking, design, and relational database technologies preferred

  • Experience with authentication and authorization methods such as Shibboleth, LDAP and Active Directory preferred

  • Experience supporting Cloud and on premises applications preferred

  • Experience with multi-tier applications employing application and web servers preferred

  • Strong understanding of IT Service Management (ITSM) concepts preferred

  • Experience with project management from planning through implementation preferred

  • ServiceNow CSA (Certified Systems Administrator) required

  • ServiceNow CIS (Certified Implementation Specialist), CAD (Certified Application Specialist) or CAD (Certified Application Developer) preferred

  • ITIL Foundations preferred

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $84,718 - $127,088 Annually

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Health Sciences
Full/Part Time: Full-Time