Senior ServiceNow Developer

Rochester, NY


General Purpose:

The Senior ServiceNow 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 Senior ServiceNow Developer is responsible for the configuration, maintenance, development, and overall administration of the ServiceNow platform within the URMC organization.

Coaching and leading less experienced ServiceNow developers will be necessary.


  • Configures and customizes the ServiceNow platform according to business requirements. This includes setting up user roles, permissions, workflows, forms, and other platform components.

  • Provides recommendations for platform configuration and develops solutions as required.

  • Troubleshoots technical issues, investigates root causes, and implements solutions to ensure the platform's stability and performance.

  • Manages user roles, groups, and permissions to ensure data security and appropriate access levels within the platform.

  • Integrates ServiceNow with other systems, applications, and tools to facilitate data exchange, streamline processes, and improve efficiency.

  • Creates and manages reports, dashboards, and analytics to provide insights into key performance indicators (KPls), service levels, and process efficiency.

  • Adheres to ITSM and ServiceNow best practices, standards, and governance policies to ensure consistency and alignment with organizational goals.

  • Identifies opportunities for process optimization, automation, and enhancement of the ServiceNow platform to drive efficiency and value.

  • Manages the incident and request management processes, ensuring proper categorization, prioritization, assignment, and resolution of incidents and service requests.

  • Collaborates with ServiceNow vendors, support teams, and consultants to address technical challenges and obtains necessary assistance.

  • Other duties as assigned


  • Bachelor's degree in related discipline such as Computer Science, Business, Mathematics, Statistics, Science or Engineering, and

  • Master's degree (preferred)

  • 4-5 years of related experience

  • 2-3 years in a supervisory capacity (preferred)

  • Or an equivalent combination of education and experience

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

  • Extended experience with web services, including: REST, SOAP,

  • JSON or XML

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

  • Experience using at least one structured programming language

  • Strong understanding of IT Service Management (ITSM) concepts

  • Strong attention to detail and problem-solving skills.

  • Excellent communication and collaboration skills

  • Ability to work effectively in a team environment

  • Ability to independently manage initiatives (preferred)

  • Leading and coaching other developers (preferred)

  • ServiceNow CSA (Certified Systems Administrator)

  • ServiceNow CIS (Certified Implementation Specialist), CAD (Certified Application Specialist) or CAD (Certified Aoolication Developer) (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: $65,000 - $135,000 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.

Location: Health Sciences
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 055 ISD Chief Technical Office
Schedule: 8 AM-5 PM