Why is our “ServiceNow Engineer” the next step for you?
The Senior ServiceNow Engineer works within the ITSM tooling team to support and develop the ServiceNow platform. Will work directly with the customer to understand their needs and requirements, to propose solutions to business problems and help direct the technical delivery of the ServiceNow technology. The role involves working closely with the team including IT managers, the technology organization and departments throughout the business to champion the ServiceNow product, whilst striving to meet new business requirements. The team and our customer base are distributed globally. This role is expected to provide both local technical and leadership guidance on behalf of the Global ITSM Systems manager. The role will have line manager responsibility for three ServiceNow engineers located in the IDC.
How will you add value on a day-to-day basis?
You will be Providing technical guidance for the ITSM Support team members. Provide a local point of escalation to for ITSM system, You will be working closely with the Global ITSM System Managers to ensure consistency of delivery quality and speed. Responsible for support and development of ServiceNow across the Enterprise. Challenge customer requirements to identify and prioritise optimal solutions. Hands-on technical delivery of cost-effective ServiceNow solutions using a range of technical skills. Responsible for the product development and integrations, and ensure they meet requirements. Engagement across the full product lifecycle including design, development, testing and release & support. Support the product roadmap development and management.
What will make you the ideal candidate?
You should have Working experience with ServiceNow or similar ITSM tooling in a support/development analyst role in a medium to large scale enterprise organisation. Proven customer support experience in an IT operations environment including management of own workstack comprising incidents, changes and problem records and escalation procedures. Must have experience of the following ITIL disciplines including: Incident Management, Problem Management, Change Management, Configuration Management, Request Management and Process Automation.
- 2+ years working with ServiceNow in a support & development role.
- Knowledge and qualifications in ServiceNow, ITIL & Agile
- Experience with customer centric industries and mission critical quality infrastructure and software standards.
- Good architecture and design experience.
- Knowledge and use of toolsets & systems (Sharepoint, JIRA, MS Office, SQL, etc.)
- Knowledge and use of monitoring tools (BPPM, ADDM, Splunk, App Dynamics etc)Configuration and customisation of all aspects of ServiceNow - Workflow, UI, CMS, PA etc.
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