Developer, ServiceNow
Firm Summary
White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.
With lawyers and staff operating from more than 47 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world’s key financial markets and our strengths in handling complex cross-border work.
It’s not just about our global network of offices and shared services centers; it’s the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It’s one of the reasons we attract and retain cross-border work. And why we attract a diverse group of people.
Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world. Our people represent 90 nationalities and speak 80 languages.
Position Summary
The Developer, ServiceNow reports to and supports the Platform Manager to oversee our Service Management tool development. Developers provide application development, administration, technical support, and maintenance by using good practice web programming skills to configure robust solutions for our internal clients utilizing the service management tool.
The individual will leverage their understanding of ITIL to support the Continual Service Improvement (CSI) program across the ITSM lifecycle. They will apply proven communication and problem-solving skills to design and develop solutions, with an eye for detail.
The Developer will also work closely with all Service Management, Support and Compliance teams to ensure policy and procedure conformance, identify and drive service improvements, perform overall risk and impact assessments of operational processes and collaborate with Technology fulfilment teams on best practice, performance insights and adherence to current operational policy and procuredues .
Our Functional Area
Technology at White & Case plays a key role in enabling our lawyers is practicing law around the world.
Our team comprises of three functions: Business Services – who maintain, develop and support our enterprise systems, Operations – who design, build and support our communications and data centre operations, and Support Services – who provide desktop, meeting and training support in the Firm’s offices. Together we support our lawyers with leading edge technology and systems to deliver elite legal and best-in-class client service.
Globally-minded and diverse, our team covers a range of technical disciplines and business skill sets. This encompasses from business analysts, data architects, application developers and engineering staff covering range of technologies that include virtualisation, cloud, networking, storage, collaboration services and security. We deploy the latest technology and hardware within our state of the art offices. Our technical support staff support and train our people on the latest hardware and operating systems, remote working capability and mobile devices. Our Shared Services centres provide Service Desk and Operation Centres that providing support and monitoring of Firm systems 24 x 7.
Working closely with our business services colleagues in support of the Firm’s Finance, HR, Marketing and KM Information Technology systems Drawing, Global Technology Services is at the heart of the Firm’s global operations.
Duties and Accountabilities1
¨ Effectively design, implement, monitor, control, and close all technical tasks related to configuration and implementation of all aspects of the service management tool.
¨ Be responsible for software coding and customization including, but not limited to: screen tailoring, data imports, integration, workflow administration, third-party software integrations, scripting, and custom application development.
¨ Manage and solve technical data and transformation problems.
¨ Review, engage and contribute to development of Knowledge Base.
¨ Create and maintain system design and operations documentation.
¨ Update and maintain a comprehensive testing procedure for service management tool upgrades with the purpose of confirming all applications for use after the completion of the upgrade.
¨ Develop test cases for functional, UAT testing, resolution of reported defects and perform integration testing using sample data;
¨ Render forms, lists, UI Pages, and many other things in Service-now.com with the help of Jelly.
¨ Undertake any other reasonable duties as requested by the Service Delivery Manager.
¨ Stay up-to-date with industry best practices, emerging technologies, and regulatory requirements related to incident management, ensuring compliance and continuous improvement.
¨ Work closely with the Service Operations team and related ITSM modules to assist with tasks carried out by other Service Managers
¨ Participate in testing and deployment activities related to patches and upgrades.
Additional Responsibilities:
¨ Maintain an attitude and behavior in keeping with our Technology Guiding Principles.
¨ Maintain a high level of professional and technical knowledge.
¨ Maintain a professional demeanor at all times.
¨ Overtime may be required and should be expected to meet deadlines. Advance notice will be given whenever possible. Approval for all overtime must be obtained, in advance when possible, from your line-manager.
¨ Remain flexible with shift hours and lunchtime based upon the needs of the group.
¨ Uphold firm, office, departmental and team policies and procedures.
¨ Contribute to team effort through communication, cooperation and coordination with other team members.
¨ Regular, predictable attendance is required with the mandatory utilisation of the firm’s attendance system (where in use).
¨ Undertake any other reasonable duties as requested by IT management.
Qualifications
¨ College degree in any IT related course or equivalent work experience
¨ 3 years+ experience with ServiceNow administration
¨ Up-to-date understanding of marketplace and technology changes relevant to ServiceNow, monitoring tools, and ITIL processes
¨ Ability to analyze, troubleshoot and resolve complex software application-related problems;
¨ Experience troubleshooting integration management, security, and application issues;
¨ Ability to analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results;
¨ Team player who is ambitious and motivated.
¨ Must be able to multitask and work in a fast-paced environment.
¨ Must have good communications skills, customer service skills, problem-solving/trouble-shooting, follow-up skills and organizational skills.
¨ Capable of grasping new concepts without prior experience.
Technical Experience
¨ ServiceNow Certified Application Developer
¨ Experience with JavaScript, XML, HTML, CSS, and web service integrations using REST, SOAP, etc.
¨ Demonstrated ability with ServiceNow incident, change, problem, request, CMDB, SPM, service portal and knowledge management applications;
¨ ITIL Foundation certification or practical experience of ITIL is desirable with knowledge of the Change and Configuration Management processes with experience of ServiceNow.
¨ Experience in delivering IT Transformational Projects (ITIL processes and / or tool sets)
Location & Reporting
1The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.
: Philippines-Manila
Expected Workplace: Hybrid
: Mar 20, 2025, 9:26:54 AM
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