Project description

Overall service management with a strong working knowledge of various ServiceNow applications such as Incident Management, Problem Management, Change Management, Asset Management and Service Catalog/Service Request

Responsibilities

• Successfully plan, execute, monitor, control, and close all technical tasks related to configuration and implementation of all aspects of the ServiceNow platform.
• Can break down the requirements, develop and demo the dashboards and reports to end user/clients
• Work with clients/ end users to understand their tasks and work on them within the SLA.
• Update and maintain a comprehensive testing protocol for ServiceNow instance upgrades to certify all applications for use after the upgrade.
• Obtain and analyze/interpret business requirements to purpose sustainable solutions in ServiceNow.
• Create and maintain system design and operations documentation.
• Strength in building and maintaining the client relationship.
• Strong ability to prioritize a multitude of client requests and requirements.
• Well-organized self-starter and strong ability to work remotely in a self-directed capacity across multiple engagements.

Skills

Must have

• Develop/administer/customize various modules within ServiceNow.
• Experienced in working on standalone and multidomain instances.
• Facilitate Change Advisory Board meetings.
• Support end-user assistance requests.
• Process Incident and routine work request (RITM) tickets assigned to department.
• Other duties as assigning.
• Excellent oral and written communication skills.
• Working knowledge of ITBM applications such as Ideation, Demand, PPM, Resource Management.
• Interact with internal customers to scope and build out new and existing workflows that adhere to best practices.
• Data analysis.
• Administration of Service Catalog.
• Facilitate/administer/support Change tickets.
• Audit Change tickets with respect to Change Management program policies.
• ServiceNow Systems Administrator Certification
• Working knowledge of Agile
• Create Incident template forms.
• Develop and analyze reports, dashboard views.
• Significant experience in ITBM Configuration and Administration
• Development, Customization, Migration, Upgrade, and version standardization of ServiceNow
• Experience developing and customizing core

Nice to have

• Certifications
• Prior Tech Lead experience
• Demonstrated knowledge of application design, application development and implementation.
• Understanding basic full stack development concepts
• Excellent human relations skills to effectively interact with management, peers, business partners and vendors
• Experience with maintaining automated testing scripts
• Experience with Selenium
• Self-starter

Other

Languages

English: C2 Proficient

Seniority

Lead