ROLE CONTEXTNEED TO DONEED TO KNOWPURPOSE
- Implements computer system requirements by defining and analyzing system problems, designing and testing standards and solutions
- Develop solution by preparing and evaluating alternative workflow solutions.
- Interact with users for collecting requirements and providing technical solutions
- Provide guidance for junior developers to complete tasks
- Get used to the Agile development process and reach the goal of each sprint
- Implement the requirements by defining and analyzing system problems; designing and testing standards and solutions.
KEY ACCOUNTAIBILITIES
- Designs and delivers ServiceNOW solutions with a technical architecture designed for long term success and following ServiceNOW technical standards and leading practices.
- Assess the organization's current processes and define future-state processes, work closely with Architects within the organization.
- Provide oversight and unit testing of code developed by a partner or internal employees. Ready to deliver the code hands-on if needed.
- Review business processes to map and take advantage of the ServiceNOW platform capabilities to improve business processes.
- The ability to find solutions to complex issues, including identifying the problem, gathering requirements, analyzing the situations, evaluating possible solutions, and choosing the best course of action to solve the problem. Should be able to troubleshoot the technical issue.
- Guides business stakeholders and teams in completing required documentation such as business requirement documents for technical aspects of the solution.
- Responsible for writing the technical documents, so that developers can follow and deliver it.
KEY PERFORMANCE INDICATORS
- Drive ServiceNow related changes with a high rate of successful.
- Ensures compliance with standards, procedures and processes.
- Establishment of measurements and targets to improve process effectiveness and efficiency.
- Support projects and efforts that have a broad impact across the organization related to Service Management implementation.
EXTERNAL & INTERNAL CONTACTS
- Group Head of Infrastructure and Cloud Technologies
- One Cloud Team
- Head of Service Management.
- Service Level Manager.
- IT Service Management.
- IT and stakeholders of Business Units.
- IT teams of Group Shared Services.
- Countries/Business Units.
- Vendors and/or Service Providers.
QUALIFICATIONS / EXPERIENCE
- 8+ years experience with technical solution design and delivery of ServiceNow solutions
- Minimum 5 years experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms.
- Experience with ServiceNOW technologies, especially in ITSM/CMDB/ITOM/ITAM
CERTIFICATIONS
- ITIL V3/V4 Certification.
- Certified as ServiceNow System Administrator (CSA)
- Certified as ServiceNow Application Developer (CAD)
- Certified Implementation Specialist (CIS) ITSM
- Micro certificate Integration Hub fundamentals
- CIS Discovery, CIS Service Mapping, CIS Software Asset Management, CIS Hardware Asset Management will be a plus.
KNOWLEDGE & TECHNICAL SKILLS
- Demonstrating experience working with workflows in one or more key areas of the ServiceNow platform (e.g., ITSM, CSM, ITOM, SecOps)
- Excellent communication skills (English preferred) and a business centric attitude
- Experience with web technologies (XML, HTML, JavaScript, Web services etc), App Engine, Flow Designer, Workflows and working in a SaaS environment.
- Experience working with Agile methodologies.
automation, and delivery of high- quality solutions to our customers
- Design quality features and thinks about how the applications and solutions will evolve in the future
- Solving complex problems in a highly dynamic and agile environment
- Having a strong focus on code quality and reusability
- Manage the setup, administration and configuration of ServiceNow.
- Assist in the investigation and implementation of ServiceNow improvement projects.
- Perform the full SDLC cycle task, i.e. system design, development, testing, implementation, support, maintenance and enhancement
- Collaborate with the rest of the ServiceNow COE team, countries/BUs to configure and improve core platform capabilities in accordance with ITIL best practices.
- Demonstrated ability with ServiceNow incident, change, problem, request, CMDB and knowledge management applications.
- Experience in IT service management
- Ability to analyze, troubleshoot and resolve complex software application related problems.
- Applies standard methodology, techniques, procedures and criteria.
- Ability to analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results.