IT ServiceNow Expert

Job Overview

As a highly skilled ServiceNow professional, you will play a pivotal role in supporting and optimizing the ServiceNow platform. Your expertise will be crucial in maintaining core ITSM modules, streamlining workflow efficiency, and enabling automated self-service capabilities across the organization.

Main Responsibilities

• Configure and launch new ServiceNow applications, modules, and UI/Workflows to enhance user experience
• Implement the latest version of ServiceNow, manage update sets, and maintain version control for seamless operation
• Develop integrations and process automation using the App Engine and Integration Hub to drive business outcomes
• Utilize Flow Designer, Workflow Editor, and scoped applications to streamline automation and improve user engagement
• Ensure consistent configuration and reliable operation across all ServiceNow environments through rigorous testing and quality assurance
• Manage ServiceNow Security Center, hotfixes, patches, and support audits and compliance to safeguard sensitive data
• Collaborate with administrators and stakeholders to develop solutions, manage configuration changes, and lead workshops to promote platform adoption
• Identify system or process deficiencies and recommend solutions to continuously improve operations
• Create reports and dashboards using Performance Analytics to inform data-driven decisions and drive improvement
• Work in a SCRUM / Agile framework to deliver and drive incremental improvements to employee experience and operations
• Maintain and continuously improve processes, standards, policies, working methods, and tools to stay ahead of industry trends
• Participate in ongoing production support and end-user support to ensure seamless service delivery
• Deliver user training and documentation, both technical and end-user, to ensure successful onboarding and utilization
• Participate in special projects to improve processes and technologies to drive business growth
• Demonstrate a commitment to organizational values, including integrity, collaboration, and a customer-first mindset to foster a positive work environment

Requirements

• Bachelor's degree in Computer Science, Software Development, Business or a related field and experience developing and delivering on ServiceNow or related initiatives, or an associate's degree in the aforementioned fields and 3+ years of ServiceNow or related experience, or a high school diploma or equivalent and 5+ years of ServiceNow or related experience
• Self-motivated with proven ITSM and ServiceNow knowledge to drive results-oriented solutions
• Strong grasp and understanding of CSDM 4.0 or 5.0 to ensure effective implementation
• Demonstrated experience working on a team, with the ability to make a strong, hands-on contribution to achieve shared goals
• A strong understanding of ITIL best-practice service-delivery to ensure alignment with industry standards
• Excellent communication skills, both written and oral, to effectively engage stakeholders and drive collaboration
• Demonstrated strong problem-solving, analytical skills, and strategic thinking to tackle complex challenges
• Excellent interpersonal skills, including stakeholder management, training, presentation, and public speaking to build trust and credibility
• Flexible and adaptable to changing priorities, technology, and processes to stay agile and responsive
• Valid driver's license to facilitate travel as needed

Preferred Qualifications

• Certifications such as ServiceNow Administrator, ITIL v.4, ServiceNow Implementation Specialist, or Certified Application Developer to demonstrate expertise and commitment
• Demonstrated background with ServiceNow ITOM, including common asset integrations, to expand capabilities and drive innovation
• SCRUM experience to apply Agile principles and methodologies
• Experience with CMDB and Discovery to leverage data-driven insights and drive decision-making