ServiceNow Admin
Offshore – India
Remote ( to work in EU time zones)
Contract
QUALIFICATIONS & EXPERIENCE
· Thorough understanding of the ServiceNow platform
· Thorough understanding of CTSM 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
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
Job Features
| Job Category | ServiceNow Developer |