Senior Application Developer, ServiceNow

Job Locations
US-NY-New York
Technology Support
Job Type
Full-Time Staff

About The Brand

ViacomCBS (NASDAQ: VIAC; VIACA) is a leading global media and entertainment company that creates premium content and experiences for audiences worldwide. Driven by iconic consumer brands, its portfolio includes CBS, Showtime Networks, Paramount Pictures, Nickelodeon, MTV, Comedy Central, BET, CBS All Access, Pluto TV and Simon & Schuster, among others. The company delivers the largest share of the U.S. television audience and boasts one of the industry's most important and extensive libraries of TV and film titles. In addition to offering innovative streaming services and digital video products, ViacomCBS provides powerful capabilities in production, distribution and advertising solutions for partners on five continents.

Overview and Responsibilities

The Senior Application Developer ensures that the End Users of ViacomCBS are well supported on the ServiceNow platform, which spans ITSM, ITOM, ITBM, Application Development, Core Platform, CSM, HR Service Delivery, GRC, Software and Hardware Asset Management. The primary goal of this individual will be to support, develop where necessary and deliver business and system processes mainly on the ServiceNow platform. You need to have a thorough understanding of ITIL/ITSM processes and solid technical skills of the platform and certification is favored. The candidate will be part of the development team that bridges the gap between the requirement from the Business Partners (IT and Non-IT) and the technical requirements needed for supporting, developing where necessary, upgrading and maintaining the platform.

Specifically, you will:

  • Work with all Business Partners (IT and Non-IT) groups to understand the vision, priority, and scope large and small projects
  • Document technical requirements from the business requirements and specifications for development
  • Be among the lead team members to provide out of box solution and/or develop, where necessary, through SDLC
  • Stay aware of business initiatives and address potential impacts to systems/operations (e.g. network launches, mergers, new business required enhancements, etc.)
  • Provide timely status on all activities for the team, including clear identification of all risk and issues affecting the scope of work
  • Support, analyze and resolve problems reported by ServiceNow clients

Primary Responsibilities

Project Delivery:

  • Work with Business Partners to understand business requirements and processes, reporting and workflow needs; and convert them to technical requirements for the team to review, analyze and develop
  • Be part of a larger team and work with the Technical Manager to provide technical expertise to complete projects in a timely matter
  • Ensure alignment to quality standards and review project work regularly
  • Work independently with clients and vendors spanning across global regions
  • Identify, support and resolve problems which may impact applications health by monitoring user feedback and issues
  • Call out important issues with complete analysis and recommendation to the Vice President so that decisions can be made promptly

Support, Solution Development and Delivery:

  • Follow SDLC standard methodologies to plan, analyze, develop, deploy, test, maintain and upgrade the ServiceNow platform and applications
  • Evaluate and implement new technologies, products, tools with minimal customization and “out of the box” as much as possible
  • Implement the technical designs and systems integration per requirements translated from definition phase through implementation following SDLC
  • Be part of the team to ensure delivery and support of in-house packaged applications where appropriate
  • Work on solutions and defect management/smaller enhancements
  • Apply significant knowledge of industry trends and developments to improve application efficiency on the platform
  • Recognize system deficiencies, and implement effective solutions
  • Create and execute development plans; and revise as appropriate to meet changing needs and requirements
  • Manage the development lifecycle and technical risks throughout a project and day to day support
  • Deliver high-quality services to our clients
  • Support the full system implementation lifecycle activities


  • Work closely with Business Partners (IT and Non-IT) to ensure development activities are in alignment with business objectives, needs and strategic directions
  • Participate in defining and prioritizing technical scopes for new projects and ongoing maintenance of existing applications
  • Manage diverse and demanding Business Partners with a professional, courteous manner
  • Perform application management and analysis from business requirements to technical requirements for development implementation

Basic Qualifications

  • Bachelor’s degree in IT related field or equivalent experience
  • Minimum 3 years of functional and technical experience on ServiceNow ITSM, ITOM with Discovery and Service Mapping, ITBM, Application Development, Core Platform, Employee Service Center / HR Case Management, Asset Management, Service Portal, GRC, Security Management
  • Minimum 3 years of system analysis, functional design and configuration experiences
  • Minimum 3 years of IT Service Management Process and IT project lifecycles experiences
  • Working knowledge and experience with documentation, data & reporting tools including Excel, Access, Visio, PowerPoint, SharePoint, Project

Additional Qualifications

  • Solid functional knowledge of ITSM/ITIL processes
  • Solid technical knowledge of the ServiceNow platform
  • Knowledge of ITIL V2 & V3 foundational concepts and processes
  • Proficiency in JavaScript, HTML, CSS, jQuery, Jelly
  • Experience on Integration (REST, Web Services, SOAP, HTTP, MID)
  • Good interpersonal skills with ability to work as a team or independently
  • Excellent written and communication skills, critical thinking, problem solving, conflict management, listening, time management
  • Superior communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relationships among all levels of an organization
  • Ability to accurately identify and analyze business requirements, processes and issues
  • Ability to facilitate meetings and interact with business partners and clearly communicate technical requirement to the development team
  • Ability to write functional specifications, test scripts, training guides and process documentation
  • Ability to develop flexible and efficient plans, lead project teams with multiple priorities while fostering an environment of team building and coordination
  • Ability to function collaboratively as part of a fast-paced, customer oriented team, perform effectively as an independent producer under broad management direction, and a demonstrated willingness to support the team on all levels to get the job done
  • Good technical analysis skills
  • Strong organizational skills including an ability to work in multiple projects simultaneously, establish priorities, exercise good judgment, meet deadlines, and ensure issues are resolved in a timely manner
  • Energetic teammate with a can-do attitude, with an understanding that challenging, dynamic environments create opportunity
  • Certified ServiceNow System Administrator and other ServiceNow Certifications a plus
  • IT project management experience managing multiple small projects in a large, IT Enterprise environment a plus
  • Experience with implementation of ServiceNow a plus
  • Broad experience with IT including networks, security, servers, storage, applications, infrastructure and governance a plus


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