Your Role
Full time permanent opportunity
Main Responsibilities: Monitor the incident, problem and service requests queue ensuring tickets are 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; take responsibility for end-to-end delivery of ServiceNow-based solutions, from conceptualization to configuration and enhancement, including release management and implementation.
* Provide development and customization of ServiceNow including 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 for improvement and propose solutions; contribute to Continuous Service Improvement as ServiceNow lead.
* Adhere to Agile project delivery 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 specialists to ensure smooth handover by creating knowledge base articles after development and implementation.
* Develop and maintain documentation for all aspects of the ServiceNow implementation and ensure the knowledge base is up to date and accurate.
* Advocate for automation and innovation, guiding customers on their digitization journey and participating in innovation planning and delivery discussions.
* Gather automation requirements from customers to identify use cases and requirements.
* Collaborate with technical automation teams to map existing solutions to identified use cases and contribute to automation flow design if custom solutions are necessary.
* Perform data extraction and reporting to measure results, including benchmarking and adoption rates of AI autonomous solutions.
* Automate report flows using Power Automate or ServiceNow Flow Designer to streamline processes.
* Identify opportunities to enhance ROI and adoption metrics.
* 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 with 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 part of a diverse collective of free-thinkers, entrepreneurs and industry experts, with exposure to transformation and opportunities for growth.
* We support a positive work-life balance with hybrid and flexible working arrangements.
* Career growth opportunities include thinktanks, hackathons, and access to courses and external certifications.
* We offer a range of core and flexible benefits and have a Peer Recognition Portal called 'Celebrate'.
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