Sr. ServiceNow Developer

This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald’s works. We provide outstanding foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management. It’s our goal to always provide an engaging, relevant, and simple experience for our customers.

The Enterprise Change & Release Team is seeking Sr. Technical Product Analyst who will be responsible for engineering change automation solutions, driving continuous improvement, and facilitating adoption of standards to ensure that teams are deploying highly available, fault-tolerant code. As a Sr Technical Product Analyst for change and release, you will be responsible for design, development, and implementation of solutions for various ServiceNow and DevOps tools integrations.

Accountabilities & Responsibilities:

• Automate the change & release process with custom workflows and integrations spanning ITSM, CI/CD, Observability, and AIOps systems.
• Collaborate with collaborators to capture requirements and translate them into technical solutions within the ServiceNow platform.
• Work with the DevSecOps platform team to integrate CI/CD pipelines & DevOps practices with change management automation and tooling.
• Collaborate with cross-functional teams to ensure that security and compliance are considered by change automation and standards.
• Implement disaster recovery and business continuity compliance gates in the change management approval automation and governance.
• Participate in the evaluation and selection of third-party ServiceNow applications and integrations.
• Participate in the management, design, and solutioning of software development and deployment process.
• Research, analyze, design, develop and support high-quality automation workflows inside and outside the ITSM platform that are appropriate for business and technology strategies.
• Develop and maintain infrastructure and tools that support the change & release process
• Supervise and maintain the change & release automation product
• Drive proof of concepts and conduct technical feasibility studies for business requirements.
• Coordinate the integration and maintenance of tools and process. Enable the governance of change standards using automation for a fast-paced systems ecosystem.
• Evaluate and supervise the impact of changes on service levels and operational performance.
• Work multi-functionally with broader ITSM team to improve overall ITSM processes.

Requirements

· Willingness and ability to live the McDonald’s values every day: Serve, Inclusion, Integrity, Community, and Family.

· Communication: The ability to convey complex technical information clearly to various stakeholders, including team members, executives, and non-technical staff.

· Problem solving: Strong analytical skills and detail orientation to identify issues and develop effective solutions, while considering the broader impact on the organization.

· Continuous Learning: A mindset of ongoing learning and improvement, staying updated with industry trends, best practices, and new technologies.

· Highly collaborative, results-oriented, and adaptable to rapidly evolving work environment

Preferred Qualifications

· Bachelor’s degree in computer science or related field or equivalent experience

· ServiceNow Certified Systems Administrator (CSA), highly desirable

· ServiceNow Certified Application Developer (CAD), highly desirable

· ITIL V4 Foundation Certification, a plus.

· Familiarity with containerization platforms like Docker and orchestration tools like Kubernetes for managing and deploying containerized applications.

· Knowledge of testing methodologies such as unit testing, integration testing, and regression testing to ensure quality releases.

· Understanding of rollback, backup, and recovery strategies to ensure data integrity and system availability during and after releases.

· Knowledge of monitoring & observability tools such as New Relic or similar solutions for monitoring application and system performance

· Must be technically savvy and able to design and build applications that meet business goals and objectives

· Strong knowledge of DevOps automation and modern deployment tools such as AWS DevOps, Jenkins, GitHub Actions, Argo CD, Harness, Terraform, Ansible

· Strong knowledge of microservice architecture, APIs, Kubernetes

· Strong knowledge of cloud technology and infrastructure-as-code tools, such as Terraform, CloudFormation, or Ansible.

· Strong knowledge of observability tools such as Datadog, New Relic and open-source observability ecosystem (Prometheus, Grafana, Jaeger)

Experience

· 3 to 5 years of experience in a similar role.

· Experience with ServiceNow modules including ITSM, ITOM, and ITAM.

· Experience with Service Now DevOps Change Velocity implementation preferred

· Ability to work independently and collaboratively in a fast-paced environment.

· Proficiency with ServiceNow components such as Service Catalog, Record producers, order guides, Change/Incident/Problem Management, Asset Management, CMDB.

· Experience with integration to third party tools via REST API, OOB ServiceNow Connectors

· Creation of workflows for each Catalog Item using flow designer

· Experience managing integrations in ServiceNow utilizing ServiceNow table APIs, scripted Web Services, custom REST APIs, Integration hub.

· Expertise in ServiceNow Scripting - Business rules, Script Includes, Client Scripts, JavaScript, etc.

· Experience developing scripts or automating tasks using languages such as Bash, Powershell, Python, Perl, Ruby, etc.

· Strong desire to automate everything you touch.

· Significant experience partnering with service providers and providing feedback on deliverables.