Servicenow Bsa

Reporting to the Head of Global Service Management, the ServiceNow Support Manager will be responsible for delivery, maintenance, and support of the enterprise ServiceNow application in a fast-paced environment. Primary focus (80%) is the day-to-day operations, new project initiative involvement and stability of the existing deployed modules.
Secondary focus (up to 20%) will be to troubleshoot complex issues and provide fixes / solutions for deployment.

Requirements:

• Minimum 5+ years of experience in ServiceNow platform
• ServiceNow System Administration or Certified Implementation Specialist certification
• Experience running/leading ServiceNow implementations on the platform including managing interactions with customers and handling escalations
• Experience in Web development languages, specifically JavaScript, XML, AngularJS, Bootstrap, and HTML/CSS
• Understanding and willingness to participate in the full software development life cycle: Analysis, Design, Coding, Testing and promotion into Production
• Experience administering a ServiceNow instance including managing the overall security of the platform, configuring Service Level Agreements (SLAs), developing workflows, business rules, UI pages, UI actions, UI policies, ACLs, catalog items and updates of all other existing solutions requiring revisions
• Developing, designing, configuring and rollout of new application modules, workflows/flows and catalog requests
• Exposure to automation technologies to accomplish IT Infrastructure management activities, IT Security Operations, such as vulnerability patch deployment, threat identification by utilizing ServiceNow or third party Orchestration tools.
• Excellent communication and presentation skills to all levels within an organization
• Experience with CMDB, asset management, CSM, GRC, ITBM
• Strong ServiceNow knowledge and experience in implementing ServiceNow solutions (ITSM is a must, other areas are beneficial but not mandatory)
• Experience in workflow analysis, process design, implementation and re-engineering principle
• Strong written and verbal communication skills and the ability to bring clarity to complex business problems and communicate concepts in a meaningful and concise way

Skills:

• At least 5+ years of hands-on technical working experience as a ServiceNow Administrator in a medium or large enterprise organization.
• At least 3+ years of hands on experience troubleshooting issues and developing the solution within the ServiceNow platform.
• ITIL Foundations or Expert Level certification is an asset
• Demonstrate an in-depth knowledge of the following ServiceNow modules: Incident, Problem, Change, IT Operations Management (ITOM), Service Request.
• Completion of the ServiceNow System Administrator certification is required.
• Possess strong communication skills (verbal/written/presentation) skills in order to work with technical peers or business stakeholders.

Technical and Professional Expertise:

• Post-secondary education in Computer Science or Information Systems, or related qualifying work experience
• 3+ years of experience creating and documenting requirements, specifications, and solution designs in a software development environment
• 5+ years of demonstrated hands-on development experience with ServiceNow platform particularly in the following areas:
• Tables, Database Views and ACLs
• Business Rules
• Script Includes
• Scheduled Jobs
• Workflows
• Reports
• Service Portal Development
• Catalog Items
• UI Scripts, Client Scripts and UI Policies
• Import Sets and Transform Maps
• Events
• Notifications
• REST and SOAP Integrations
• Knowledge of web based and scripting languages (JavaScript, HTML, CSS, AJAX, XML, Web services (REST, SOAP)).
• Proficiency in Microsoft Office Suite including Visio, PowerPoint, and collaboration tools

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