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Brief overview of Toast, mission, structure, size, scope

Specific context relevant to the role

ServiceNow falls under the IT Operations department and is responsible for building, deploying and supporting the platform for 5000+ users. Toast is a fast paced company with a demanding user base that relies on a wide range of features and functionality provided by ServiceNow. This role requires someone who can deliver on tight deadlines, has the ability to pivot and change priorities, has excellent time management skills, and enough expertise to creatively solution complex and ambiguous requests.

About this roll:

Reporting line:

Developer > IT Ops Manager > Senior Director > CIO

Problem needing to be solved, why is this role important to Toast and this function/team

The ServiceNow team is growing to meet the increasing demand of Toast. ServiceNow plays a critical role in helping our users streamline their work loads, collaborate with other departments, meet compliance requirements, and organize and maintain data. The ServiceNow team has developed the platform to include a multitude of complex features and functionality and in order to continue to maintain, support, and innovate new solutions an additional Developer is needed.

Team size

• 4 people on team: 3 developers and 1 business analyst
• 35+ people in the IT organization

Key stakeholders

All teams at Toast, including but not limited to: Corporate Security, HelpDesk, Finance, Legal, HR, Business Systems, Compliance.

Peers to this role

Peers include Systems Administrators for enterprise applications, Identity and Access Management, HelpDesk, Asset Operations, Field Support.

Location: Chennai, India.

Work Timings: 2pm - 11pm IST (Hybrid)

Travel needs: None

Do you have the right ingredients:

We are looking for a ServiceNow Developer who has experience designing, coding, deploying and supporting a ServiceNow platform that caters to 5000+ users. This role requires someone who can deliver on tight deadlines, has excellent time management skills, is able to prioritize requests by evaluating business need, ROI, and business impact, and has strong collaboration and communication skills. This role is the top tier of escalation for all ServiceNow issues, will need to be available to the team for technical support, will join customer calls to build solutions, will make final design and implementation decisions, and will support building out scalable and long term solutions that fulfill a variety of requirements.

Must Have:

• Extensive knowledge of the ServiceNow platform.
• Knowledge of Javascript, HTML/CSS, and Angular
• Experience in API integrations
• Experience with the Service Portal including developing widgets
• 5+ years of experience of development work within ServiceNow
• Achieved at minimum the ServiceNow CSA
• Module Knowledge: ITSM, ITOM, IRM, GRC, SAM
• Platform modules: Virtual Agent, Integration Hub, Citizen Developer
• Experience working in an Agile environment and participating in Sprint cycles
• Examples of implementing a new module, what features and functions within that module that were built out, and what need was being fulfilled for the customer.
• Strong collaboration skills - you will be required to collaborate with internal and external teams on a daily basis.
• Strong communication skills - must be able to explain complex concepts to a wide range of audiences.

Nice to have:

• UX or UI educational or professional experience
• Experience building, configuring, and deploying major modules at a large scale

At Toast, we assess our leaders based on our competency framework. These are the competencies identified and required for the position:

Builds and Develops High Performing Teams

The ServiceNow Developer has an understanding of the strengths of those on the team in order to delegate, mentor, and collaborate effectively. The Developer is able to identify knowledge gaps within the team and can recommend how best to accommodate it.

Communicates, Influences and Collaborates Effectively

Cross functional partnerships and collaboration are critical to this role and this team. The Developer is a top tier escalation contact that builds solutions and makes final decisions based on what is best for the user and for the ServiceNow platform.

Demonstrate Critical Thinking and Sounds Decision Making

The ServiceNow Developer needs to be able to make decisions based on risk, ROI, business need, and platform ability and scalability. These decisions need to be based on metrics and hard evidence and presented in an efficient and effective communication style. The Developer will need to be able to pull and represent metrics and evidence for major decisions.

Drives Action, Innovation and scalable Results

The ServiceNow Developer intakes the user request and ensures the solution output is scalable, long lasting, accessible and considerate of how the rest of the ServiceNow environment operates as well as the needs of Toast. This role requires consideration of Toast, the teams at Toast, and how ServiceNow can be utilized to improve the user experience.

Navigates Ambiguity and Complexity

Our users understand the issue they are trying to resolve but may not understand how to get there. The ServiceNow developer will work with users to understand their needs, design and build custom solutions, and test and deploy. The ServiceNow team navigates ambiguous and complex end user requests by building creative and custom solutions. This role requires patience, creativity and an extensive understanding of the ServiceNow platform in order to provide long term solutions.