Application Developer - Intermediate

Job Title

Application Developer – Intermediate

Project Overview

The Contact Centre Program aims to standardize and enhance services across 80+ contact centers operating within multiple ministries. These centers provide support to Albertans as well as various departments, boards, and agencies.

The selected resource will support the Contact Centre Platform by contributing to the development, integration, and ongoing maintenance of solutions within the ServiceNow platform. The role involves working closely with business units to ensure that solutions align with operational needs and long-term strategic goals.

Reporting Structure

The Application Developer will report to the Contact Centre Service Owner and collaborate with technical teams, business stakeholders, and program areas.

Key Responsibilities

• Design, develop, test, and implement contact center solution features within ServiceNow.
  

• Configure and customize ServiceNow modules to meet functional and technical requirements while maintaining system integrity and sustainability.
  

• Troubleshoot and resolve issues related to ServiceNow applications and integrations, including integrations with external tools such as CX-One.
  

• Work closely with business units and program teams to understand requirements and deliver appropriate technical solutions.
  

• Provide functional and technical expertise related to the ServiceNow platform.
  

• Conduct unit testing and support User Acceptance Testing (UAT) activities.
  

• Ensure overall technical solution quality assurance (QA).
  

• Identify, investigate, and resolve production defects in a timely manner.
  

• Coordinate and support release planning and deployment schedules.
  

• Provide technical documentation for system designs, configurations, and changes.
  

• Support transition to operations and assist operational support teams during the handoff process.
  

• Participate in Agile delivery ceremonies, including sprint planning and status meetings.
  

• Track and report progress, time, and work status as required.
  

Required Qualifications

• Experience in application development using the ServiceNow platform.
  

• Strong knowledge of ServiceNow configuration, customization, and integration.
  

• Ability to troubleshoot and resolve technical issues in enterprise applications.
  

• Experience working in Agile delivery environments.
  

• Strong analytical and problem-solving skills with the ability to quickly understand application functionalities and processes.
  

Certifications

• ServiceNow Certified Application Developer (CAD) and/or
  

• ServiceNow Certified System Administrator (CSA)
  

Requirements

1. ServiceNow Development Experience

• Hands-on experience in ServiceNow application development, configuration, and customization.
  

2. ServiceNow Certifications

• ServiceNow Certified Application Developer (CAD) and/or
  

• ServiceNow Certified System Administrator (CSA).
  

3. ServiceNow Integrations

• Experience integrating ServiceNow with external systems or tools such as NICE CXone or other enterprise platforms.
  

4. Troubleshooting & Production Support

• Ability to identify, troubleshoot, and resolve production issues and defects within ServiceNow applications.
  

5. Testing Experience

• Experience with Unit Testing and supporting User Acceptance Testing (UAT).
  

6. Agile Environment

• Experience working in Agile/Scrum development teams and participating in sprint activities.
  

7. Technical Documentation & Release Support

• Ability to create technical documentation, support release planning, and coordinate deployments.