ServiceNow DevOps Engineer

Job Description & Summary

The ServiceNow DevOps Engineer is responsible for administering, maintaining and continuously improving the ServiceNow platform, including modules from the ESM and ITSM stack, scoped apps and portals. The candidate would be working as part of the Operations & Support team and would collaborate with the Development team as well as the overarching Platform Delivery team to manage software development, releases and changes. 

The role would involve platform development, platform monitoring, performance management, user management, patch management, security management, service level management, as well as compliance and audit support. Additionally, the candidate will provide level 2 end-user support by following a defined process for logging, tracking and resolving incidents and service requests. Overall, the expertise of this role in ServiceNow administration and support would enable the candidate to optimize services, processes and enhance the overall efficiency of IT service management within the organization.

Job Duties:

• Administer and support the ServiceNow platform

• Continuously monitor and report on service levels, platform performance and health, proactively identify and resolve performance bottlenecks, implement performance tuning and optimization

• Provide level 2 support for handling and resolving incidents, handover to level 3 support depending on the context & complexity of issues 

• Operationalize the Change Management Process by managing and implementing changes to the platform, coordinate with stakeholders of the platform delivery team to schedule and approve changes, while ensuring minimal disruption to services during changes

• Support the planning, scheduling, and executing of the platform (vendor) releases and updates 

• Ensure smooth deployment processes and rollback plans if needed 

• Maintain existing internal services for platform users as well as develop and deploy new ones (e.g. access requests, group configuration etc.)

• Develop, test, and deploy fixes to issues based on proactive measures or reported incidents in alignment with the Lead Developer and the Development Team

• Develop, test, and deploy Support and cover minor enhancements in alignment with the platform development team to continuously improve platform delivery (covering e.g., architecture, performance, availability, usability, correctness, consistency)

• Support and be part of the handover process from the Development Team to Operations, e.g. for finished project deliveries

• Regularly apply security patches and updates, in alignment with the platform delivery team and the development team

• Implement and manage platform security measures (firewalls, encryption, access controls)

• Conduct regular security assessments and audits

• Respond to and mitigate security incidents

• Manage user accounts and permissions based on Incidents or Service Requests 

• Maintain an inventory of application configurations and settings, document and manage configuration changes

• Ensure that the platform complies with relevant regulations and standards, provide support for audits and compliance checks

Skills:

• Strong experience in administering and configuring the ServiceNow platform

• Skills in software development on ServiceNow (UI Builder, Flow Designer, Java Script)

• Proficiency in ServiceNow modules from the ESM and ITSM stack

• Knowledge of ServiceNow customization techniques, including form and workflow configuration, UI policies, and business rules

• Familiarity with ServiceNow integrations and ability to develop and maintain integrations with other systems

• Understanding of ITIL processes and best practices

• Strong problem-solving and troubleshooting skills

• Understanding of network and information security concepts

• Excellent communication and collaboration skills to work effectively with stakeholders and end-users

• Ability to manage multiple tasks and prioritize effectively

• Meticulous attention to detail and ability to provide well-documented records

• Self-driven to stay up to date with the latest features and best practices in ServiceNow

• Certificate for Certified System Administrator (CSA), Certified Application Developer (CAD) and Certified Implementation Specialist (CIS) for either ITSM or HRSD 

• Additional certificates are welcome

• Working knowledge of English (spoken and written) 

Qualifications:

• Education:

  • A relevant degree, such as a Bachelor's or Master's degree in Computer Science or Information Technology is a plus

• Experience:

  • At least 3+ years of experience in a related role, with a reference list of ServiceNow administration, support and projects tasks completed during that period

• Language:

  • Fluent in English, both written and spoken

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