JOB DETAILS

Reporting to the Enterprise Applications Support Manager, the ServiceNow Analyst will be part of Enterprise Applications Support Team (very friendly welcoming team) within IT Operations. The ServiceNow platform, as implemented and is a strategic enterprise service management platform for staff needing to access service and support from Business Services. Under the broad direction of the Manager of Support, the incumbent will be responsible for ServiceNow platform administration, migrations, and level 2 and 3 support for all applications on ServiceNow platform
  
Role details:

• Manage incidents, triage, analysis, service restoration, request fulfilment, defect fixing and minor approved enhancements on ServiceNow platform.
• Implementing platform upgrades, releases, patches & hot fixes across ServiceNow production and nonproduction environments according to the implemented SDLC best practice framework ensuring environments are controlled and auditable throughout the development and testing cycles.
• Analyse and develop solutions using best practice.
• Understand the business needs and the needs to standardize processes and build this into the design.
• Understand the large-scale thinking required and approach needed for success of ServiceNow
• Expert level understanding of ServiceNow required
• Documenting knowledge required for other team members to support ServiceNow and maintenance of new, enhanced and changed application software.
• Responsible for the creation of change requests and software release packages required to achieve successful application deliveries while ensuring that the principles, policies, product standards for the operational team.
• Educating and training fellow support analysts on the administration and maintenance of ServiceNow
• Work team focused and collaboratively on building strong and positive working relationships with other staff, teams and partners in line with company values

  
To be successful in this role, you must have the following or close to it:
  

• ServiceNow certified System Administrator with over five years experience. With advanced experience with ServiceNow implementations and providing support.
• Understands technical and functional design requirements related to ServiceNow.
• Thorough knowledge of SDLC including analysis, design, development, testing, implementation, documentation and support.
• Ability and willingness to learn new applications/modules that may be required in the support of ServiceNow
• Ideal candidate must be self-motivated with a proven track record in ITSM technologies and comfortable working in a technical organization with a rapidly expanding customer base.
• Candidate must be organized and analytical, able to work in a team environment, and able to handle multiple priorities in a fast-moving environment.
• B.S. degree in Computer Science, or equivalent preferred
• Setup and Integration of ServiceNow to Other Applications - System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP
• Strong communication, Strong presentation and writing skills