Responsibilities

• Collaborate with teams to gather detailed requirements for new features or changes.
• Analyze current system capabilities and identify improvements or gaps.
• Configure and update ServiceNow workflows and settings to meet business needs.
• Conduct testing to ensure accuracy and performance of updates.
• Assist business users during User Acceptance Testing (UAT).
• ServiceNow Support & Maintenance
• Investigate and resolve reported issues by replicating problems and implementing long-term solutions.
• Review and fulfill user requests, ensuring feasibility and efficiency.
• Track and report resolution progress in line with service level agreements (SLAs).
• Communication & Collaboration
• Coordinate with vendors and internal contacts to identify and fix process issues.
• Work closely with users to solve problems and suggest improvements.
• Additional Functions
• Keep up to date on the latest industry trends in ServiceNow.
• Any additional tasks as the need arises.

Qualifications

• Educational Background
• Graduate of 4- or 5-year course, Computer Science or Computer Engineering.
• Certifications (ITIL v3, ServiceNow System Administration/Development) are a plus but not required.
• Work Experience or Training
• Software development experience in any platform (Web, Mobile, Desktop) for at least seven (7) years.
• At least four (4) years relevant experience in ServiceNow solution design and implementation.
• Four (4) years experience in maintaining and supporting applications (Incident Management, Request Management, Escalation, and Troubleshooting).
• ServiceNow Knowledge in Business Rules, Access Controls Rules, Script Includes, UI Actions / Scripts / Policies, Client Scripts, GlideRecord, Workflows.
• A track record of being part of a team implementing the assigned system to end users.
• Experience with web service integration (API, SOAP, REST, JSON, XML).
• Experience with Front End Technologies: HTML, JavaScript, CSS, XML.
• Experience with Agile/Scrum methodology.
• Knowledge of IT service management.
• Familiar with LDAP, MS Active Directory.
• Experience in professional people management / technical thought leadership an advantage.
• Prior leadership experience an advantage.
• Technical Skills
• Understanding of Software Development Life Cycle and best practices.
• Familiar with the ServiceNow ITSM products.
• Familiar with Front End Technologies: HTML, JavaScript, CSS, XML.
• Proficient in Office Applications (Excel, Word, PowerPoint).
• Abilities
• Should be able to support end-to-end implementations (from requirements gathering and deployment to user training).
• Demonstrated capability in data management, solving problems and able to work collaboratively within a team or independently.
• Capable of developing and maintaining excellent long-term client/supervisor/peer relationships.
• Flexibility to work with a variety of personalities and styles.
• Proven capability to work well under pressure and tight deadlines.
• Must be a self-starter and keen to explore new solutions.
• Strong oral and written communication skills.
• Team Player.
• Nice to Have
• Prior leadership experience.
• Knowledge of Agile/Scrum methodology.
• Knowledge of IT service management.
• Experience with Incident Management, Service Request Management, Problem Management, Change Management and other ITIL process areas.
• Familiar with LDAP, MS Active Directory.