Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Your Role
Full time permanent opportunity
Main Responsibilities
* Monitor the incident, problem and service requests queue ensuring ticket resolved/ fulfilled on time and within SLA.
* Perform regular patching and monitoring, and annual platform upgrade ensuring service is always available and supportable.
* Develop, test and implement solutions in the ServiceNow platform based on Business Requirement Specifications.
* Work closely with business analysts & project managers to provide guidance and a subject matter expert recommendation.
* Execute technical solutions as a ServiceNow consultant; taking responsibility for the end-to-end delivery of ServiceNow based solutions, from conceptualization to configuration and enhancement of the ServiceNow platform as well as release management and implementation.
* Provide development and customization of ServiceNow including but not limited to screen and form design, workflow development, dashboard and report configuration, data imports, integration with internal and external systems and other third‐party software, scripting.
* Proactively identify areas that require improvement and propose solutions to address them; input into the Continuous Service Improvement team ServiceNow lead.
* Adhere to the Agile methodology of project delivery when releasing new solutions and ITIL process compliance.
* Maintain a comprehensive testing protocol for ServiceNow releases and instance upgrades ensuring application compatibility and system stability.
* Upskill and coach junior ServiceNow specialist when required to ensure smooth handover by creating KBA in consistent basis after development and implementation.
* Develop and maintain documentation for all aspects of the ServiceNow implementation and ensure that the ServiceNow knowledge base is up to date and accurate.
* Advocate for the automation and innovation stream, guiding customers on their digitization journey and actively participating in innovation or journey planning and delivery discussions.
* Gather automation requirements from customers to identify use cases and requirements.
* Collaborate with the relevant technical automation teams to map existing solutions to identified use cases and contribute to designing and solutioning automation flow diagrams if custom solutions are necessary.
* Perform data extraction and reporting to measure results, including benchmarking, value realization analysis, adoption rates, and the efficacy of AI autonomous solutions.
* Automate report flows using Power Automate or ServiceNow Flow Designer to streamline processes.
* Identify opportunities to enhance ROI, value/benefit rates, adoption rates, and zero‐touch scores, etc.
* Other duties as directed by ServiceNow Lead.
Your Profile
Qualifications & Experience
Minimum of 4+ years' experience in the administration / configuration/ upgrades/ development/ implementation of ServiceNow.
* Working knowledge of ITSM Modules, Integration, ITOM and Discovery Modules, Asset Management, Self Service & Service Catalog Module of ServiceNow.
* Working knowledge on Custom app development, CSM and Portal design.
* Experience of Java and python scripting is highly desirable.
* Demonstrated technical experience with Power Platform or similar low code platforms.
* Solid knowledge of application development / configuration is required.
* Good understanding of the ServiceNow Support Portal (HI Portal) used for managing ServiceNow Support.
What You'll Love About Working Here
* You will be a part of a diverse collective of free‐thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
* We aim to build an environment where employees can enjoy a positive work‐life balance. We embed hybrid working in all that we do and make flexible working arrangements the day‐to‐day reality for our people.
* At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
* We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called 'Celebrate'.
Apply today!
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