Specialist - ServiceNow Development

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

Job Description

Responsible for configuration and development of the ServiceNow platform at Baxter, including the CSM, ITSM, and ITBM modules and the Service Catalog/Portal.  This role is also responsible for responding to user issues and requests related to ServiceNow and for the ongoing administration of the platform.

Primary Responsibilities and Activities

• Configures and develops the ServiceNow platform based on business requirements.  Partners with the ServiceNow Application Architect and business analysts to transform ServiceNow business requirements into a viable solution.
• Implements integrations with other Baxter systems/applications using API, IntegrationHub, and other integration methods
• Manages Update Set creation and migration.  Performs code promotion between environments, following the Global IT Change Management process
• Performs unit testing prior to turning the solution over for User Acceptance Testing (UAT)
• Respond to customer issues and requests related to ServiceNow.  Troubleshoots reported issues to determine a viable solution.  Provides on-call support out of hours when required.  Escalates to the vendor when needed.
• Serves as overall subject matter expert for ServiceNow
• Administers and maintains the ServiceNow platform for optimal performance including but not limited to monitoring, upgrades, and access
• Maintain integrity and security of system
• Participates in platform upgrade activities (planning and execution) across multiple instances
• Creates and maintains technical documentation

Experience Requirements:

• At least 3 years of ServiceNow development experience with ServiceNow.  Experience with the ServiceNow Customer Service Management (CSM) module a big plus.

• At least 2 years experience integrating ServiceNow with other systems via APIs and IntegrationHub (spokes)
• Experience with ServiceNow development tools such as workflow, flow designer, business rules, scripts, and Access Control List (ACL) rules
• At least 5 years of overall IT experience, including a thorough understanding of IT infrastructure (Servers, storage, network, Cloud/AWS) and applications
• Knowledge of Agile development methodologies
• Knowledge of business analysis processes and concepts
• Experience working in a global setting

Knowledge, Skills, Abilities, and Behavior Required:

• Proven ability to successfully work in a team environment that presents ongoing change and tight timeframes
• Excellent communication skills (both written and verbal)
• Strong interpersonal skills.  Ability to build positive relationships with key stakeholders.
• Strong analytical and problem solving skills
• Ability to quickly learn new concepts and functionality as Baxter expands our ServiceNow footprint and deploys additional modules

Education Requirements:

• Bachelor’s degree required
• ServiceNow certification is highly desired

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to [email protected] and let us know the nature of your request along with your contact information.

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