· Provide support to the configuration, implementation, and maintenance of the ServiceNow platform
· Coordinate and facilitate initial platform configuration, resources and updates, upgrades
· Responsible for instance stack, day to day support, system upgrades, integrity and overall health and performance
· Oversee instance security including access control, accounts, groups, roles.
· Ability to setup ITSM, ITOM, ITAM modules and the sub modules of each.
· Good experience in setting up Incident, Problem, Change modules.
· Able to setup SLAs, service request workflows, Self-help modules.
· Prior experience in CMDB, CI Service Mapping,
· Mandatory certifications - ServiceNow CSA (Certified System Administrator), ITIL v3/v4.
· Hands on in setting up dashboards, scheduling reports and customizing dashboards
· Prior experience in ServiceNow license management set up.
· Configuring ServiceNow chat
· Prior experience in ServiceNow Product Integrations, Integration Hub and Partner integrations.
· Knowledge in SNOW predictive Intelligence application., Predictive AI Ops, Flow designer, Now Assist, Mobile agent setup and configuration.
· Knowledge in ITOM Service operations workspace, Cloud insights, ITOM Health, ITOM visibility and Cloud mgmt
· Knowledge in ITSM Site Reliability ops, Digital Portfolio mgmt., Service Ops workspace, Workforce optimization for ITSM, ITSM Virtual agent conversations, ServiceNow Voice, Digital Product release, SNOW for MS Teams, ITSM Mobile Agent, Vendor mgmt., DevOps Change Velocity.
Job Requirements:
· 7+ years of relevant working experience as a ServiceNow administrator.
· Excellent communication and stakeholder management skills.
· Familiarity with ITSM, ITIL, or other relevant frameworks is a plus.
· Proven ability to identify and improve performance measurement and reporting processes in a large organization
· Experience of working collaboratively with multi-disciplinary teams with a delivery focus in both project and operational environments
· Experience of automating reports (as far as data sources/tools will allow)
· Excellent communication skills and the ability to write clear and concise text for different audiences
· Strong organizational and multitasking skills.
· Strong personal organization skills and ability to manage own time to meet deadlines
· Ability to handle confidential information with tact and sensitivity
· A flexible approach to adapt to changing deadlines
· ITIL Certification and ServiceNow Certification
· Experience of large-scale ServiceNow implementation for multiple countries in a region.
· Expertise in ServiceNow applications such as ITSM, ITOM, CSM, and ServiceNow Integration
· Advanced in development in ServiceNow Components
