PRIMARY JOB PURPOSE 

Act as the primary technical lead on ServiceNow and integration with other systems and processes. Responsibilities include engaging with business to understand requirements, defining solution blueprints, developing and maintaining customizations, application integrations, producing software development lifecycle artifacts, performing PoC’s, communicating deliverables to the business and technology teams. Managing the overall technical product lifecycle and admin. Acting as a true product owner with deep technical and applied business process knowledge.

KEY POSITION ACCOUNTABILITIES

• Ultimate IT responsibility of the ServiceNow Customer Service Management CSM platform: Development, implementation and support ownership of ServiceNow CSM Platform
• Own the Solution Architecture, ensuring standardisation, best practice and scalability.
• Manage Product roadmap, system upgrades and application dependencies.
• Work with business and other teams to define requirements and document solution design. Run meetings to gather business requirements, propose design options and conduct gap analysis. Convert requirements into a Solution Blueprints.
• Lead the design, configuration and testing of core ServiceNow modules including hands-on configuration of the application using industry best practices
• Create, modify, and maintain system customizations to system dashboards; views; business processes, workflows and dialogs
• Manage and coordinate JIRA, task estimations and risks, along with release process.
• Coordinate with consultant resources as needed for project delivery.
• Own the System Admin including roles and permission sets, BU structure. Monitor App performance and proactively resolve issues.
• Manage the tenant instances and lifecycle, performing sandbox refresh, copies and upgrades.
• Manage support resources to ensure AMS is delivered in line with business expectations
• Generate user and technical documentation
• Generation of subsequent Statements of Work (SOW’s) as appropriate
• Attain high stakeholder satisfaction ensuring on-time, on-budget delivery with quality results

SELECTION CRITERIA 

• BSc Degree in IT (or equivalent)
• 6-10 years experience in customising & configuring ServiceNow CSM solutions & good knowledge of ServiceNow implementation best practices
• Customised ServiceNow CSM at the form, entity, relationship, reports, workflow, dialogs, and business unit/user role permission level
• Technical Knowledge and experience in ServiceNow Platform with experience in the following modules SAAM; FSM; CSM; Service Portal; and CMDB
• Experience with web technologies like JavaScript, Ajax, HTML, CSS
• Experience integrating with other Applications, using Midserver, Web Service and Dell Boomi
• Experience through the whole SDLC including technical design and planning of systems deployment in complex operational networks, and system improvement.
• Certification in ITIL Foundation
• Experience working in an Agile project environment with an emphasis on frequently delivering functional software releases at a sustainable pace
• Demonstrate communication and documentation skills to organize successful design and development of ServiceNow core and custom applications.
• Excellent written and verbal communication skills to engage with all levels in the organization
• Self-motivated with ability to establish priorities and work independently
• Someone who can inspire, taking complex, technical subjects and make them easy to understand so that teams across the organisation can get behind designs

WORK ENVIRONMENT FACTORS        

• Office based with potential for International travel
• Ability to function within variable time zones