The scope of responsibilities includes the following:
Strategy
- Keep abreast of ServiceNow road map, suggest features which the company can reap benefit from, to improve business workflow and operation
- Collaborate with business stakeholders and Tech project teams, provide direction on optimal use of the ServiceNow platform
- Ensure that the ServiceNow products implemented are well maintained to meet or exceed stakeholders’ reasonable expectations
- Hold technical responsibility for applications across the delivery of ServiceNow production pipeline. This includes control of technical scope, adherence to scope and implementation in-line with best practices
People and Management
- Manage ServiceNow application development team, be responsible for the team’s delivery
- Manage execution of projects, BAU activities, delivery schedule, technical difficulties
- Before deployment to live environment, ensure that technical solutions are properly tested end-to-end, changes communicated to affected parties, documentation completed
- Collaborate in agile, multi-disciplinary teams
- Report to management project and BAU status
Technical
- Involved in business analysis in consulting business users to identify and gather requirements, translates to technical solutions, process flow on ServiceNow platform
- Build, unit test and deliver the technical solutions, process flow on ServiceNow platform, to meet business needs
- Participate in end-to-end testing of the solutions where relevant
- Create relevant documentation
- Communicate to business users for delivery
- Prioritise outstanding tasks for the team
- Maintain the integrity of the ServiceNow tool across production and non-production environments, following established work process
C. Job Profile
Required Skills and Knowledge
People and Management
- Ability to manage execution of multiple initiatives, projects delivery
- Proactive and take ownership
- Ability to work autonomously and set priorities in a deadline-driven environment
- Strong perseverance towards attaining goals and effective time management
- People oriented, able to work with business stakeholders and technical teams
- Self-motivated, analytical, meticulous
- Keen to influence others with means of new technologies
- Good written and verbal English communication skills
- Insist on higher standards
Technical
- Possess deep ServiceNow application knowledge and have been widely exposed to designing and developing business processes
- Working knowledge of ServiceNow design, implementation, and administration
- Experience on ServiceNow Platform across multiple applications, (ITSM (key focus) / ITOM / WSD / CSM/ HRSD / SPM / ITAM)
- Experience with ServiceNow incident, change, problem, service request, CMDB and knowledge management applications, Employee Centre
- Working knowledge of ServiceNow OOTB APIs, ServiceNow best practices.
- Experience in troubleshooting ServiceNow applications, integration and security issues.
- Working knowledge of integrating ServiceNow with tools such as, other ServiceNow instances, Okta, JIRA, AWS, SolarWinds, Nexthink, VMWare Workspace One, Workvivo etc.
- Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes
- Experience with Integration Hub, Automation Engine and App Engine would be an advantage
Required Qualifications
- Degree/Diploma in Information technology or related field
- ServiceNow Certified Application Developer
- Minimum of 8 years of experience in designing and developing applications and business processes on ServiceNow Platform
- Minimum 3 years of supervisory and project leading experience
