Bromley Business Centre, 27 Hastings Road, Bromley, Kent BR2 8NA, UK

ServiceNow Admin

ServiceNow Admin
Offshore – India
Remote ( to work in EU time zones)
Contract

QUALIFICATIONS & EXPERIENCE
· Thorough understanding of the ServiceNow platform
· Thorough understanding of ITSM processes
· ServiceNow System Administrator certification, any further ServiceNow certification is considered an asset
· Understanding of the application development life cycle process, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control and de-ployment
· Basic knowledge of the agile development methodology
· Fluency in English, any other language(especially German and French)is considered as an asset

PRIMARY RESPONSIBILITIES
· Coordination of the daily operational activities related to Service Request fulfillment and Incident resolution. This includes the
· Fulfilment of Service Requests
· First assessment of Enhancement Requests
· Resolution of 1stand 2ndlevel Incidents
· Coordination of 3rdlevel Incidents with our internal development team
· Coordination of escalations to ServiceNow support via ServiceNow Support (former HI)self-service portal
· Coordination of Change Requests

· Taking ownership on our team and platform KPIs and drive the constant effort of achieving them
· Implementation of catalogue items using the workflow engine or flow designer.
· Working closely together with IT and business units to gather functional requirements, translate them in development stories(if necessary via a technical documentation), give effort estimations, and implement them based on ITIL and ServiceNow best practices
· Providing Service Now trainings to end users
· Creation of Standard Operation Procedures, Know, Error Articles, user guides and process documentation
· Monitor the health and security status of our instances, and take necessary preventive actions
· Evaluate ServiceNow application opportunities and threats by new trends and developments in and outside of SES
· Ensure assigned project tasks required for the development, test and implementation are completed on schedule and in high quality
· Perform all other tasks as required