ServiceNow/Ticketing System Programmer

Job Summary

Develops, maintains, and supports applications for the enterprise’s Internet / intranet sites. Gathers and analyzes requirements.

Programs all or selected components of system applications. Documents components and applications. Develops automation techniques, programs, tests and implements customer requirements in third party applications.

Handles client browser support inquiries; administers, upgrades, installs patch fixes; manages development, test and production environments for applications that provide services across campus.

Essential Duties and Responsibilities

• Ability to collaborate with clients and mentor junior developers to effectively document the customer’s business processes and requirements and follow Software Development Lifecycle (SDLC).


• Completes applications programming by coordinating requirements, schedules, and activities; troubleshooting development and production problems across multiple environments and operating platforms.


• Create technical specifications and detailed software design documentation based on business requirements.

ServiceNow support :

• License Administration / Assignment Group Administration.


• Break / Fix issues within modules of SN. i.e. Incident, Request, Change, Knowledge, Project, Resource Management. Service Catalog Item Administration.


• Update verbiage of email notifications. Research / Compare OOTB functionality of modules.


• Create Service Accounts for 3rd Party Applications to connect to SN.


• Perform platform updates and maintenance.

ServiceNow Development and Design :

• Build Service Catalog Items as Record Producers or Workflow Items.


• Maintain / Modify Workflows for Catalog Items as well as Process flow for Change, Idea / Demand, Project items, etc.


• Create and Update Self-Service Portal.


• Work with Accessibility Group on compliance issues.


• Build and Maintain Org-charts. Create Dashboards / Homepages for Groups.


• Create and maintain custom reports.


• Implement new modules both in-house and in partnership with Vendors.


• Build / Maintain Custom Applications.


• Work with end-users, the Help Desk and IT management to troubleshoot reported problems and quickly identify potential resolutions.


• Identify the root-cause, design and / or develop a resolution then apply a break-fix or maintenance window correction as quickly as possible.


• Work with end-users and IT to ensure that the implemented resolution is long-term.


• Assist OIT Training Coordinator in technical development of curriculum, including video and web-assisted courses.


• Perform other duties as assigned.

Required Qualifications

Bachelor’s Degree with coursework in computing or information systems wit six (6) years of progressively responsible computer systems management and analysis experience;

or any equivalent combination of education, training and experience.

Preferred Qualifications Don’t meet every single qualification exactly ? At our organization, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role and think your past experience may not align perfectly, we encourage you to apply anyway.

You may be just the right candidate for this or other roles!

• Eight (8+) years work experience in related fields or equivalent education, certifications and experience.


• In-depth experience with the following : ASP / ASP.NET, PHP, MySQL, SQL, SharePoint, CMS, VBScript, XML, HTML, CSS, JavaScript, XSLT and UI / UX.


• Experience in an academic environment.


• Solid organizational and interpersonal skills, multi-task oriented.


• Experience planning, coordinating, and ensuring adequate computing resources are available for a higher education institution or company.

Knowledge, Skills and Abilities

• In-depth knowledge of ServiceNow.


• General knowledge of HTML, XML, Active Directory, web browser clients, information security, relational databases.


• General knowledge of university business processes.


• Skill in communicating, in written and spoken form, with technical and non-technical users


• Ability to map and streamline business processes.


• Thorough knowledge of the methods and equipment used in electronic data processing, including system analysis and design, and computer programming techniques.


• Solid skill in analyzing and solving complex computing problems.


• Ability to coordinate a work team and train lower level analysts for specific tasks or assignments.



• General knowledge of EIR Accessibility regulations including WCAG.

Other Requirements Working Conditions Specific job requirements or physical location of positions allocated to this classification render the position security sensitive and thereby subject to the provisions of Section 51.

215 Texas Education Code. Special Conditions for Eligibility Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility.

Due to CJIS requirements related to system access, the following will result in being disqualified for this position : Felony Convictions, Felony Deferred Adjudication, Class A Misdemeanor Conviction, Class B Misdemeanor Convictions in the last 10 years, Class A Misdemeanor Deferred Adjudication, Class B Misdemeanor Deferred Adjudication in the last 10 years, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and ALL Family Violence Convictions regardless of class.

CBC Requirement It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.

Last updated : 2024-03-24