This role will act as the technical main point of contact for all aspects of ServiceNow and its effective implementation within Control Risks.
As a ServiceNow SME, you will play a crucial role in designing, developing, and implementing ServiceNow solutions to enhance business processes and user experiences. You will collaborate with stakeholders to gather requirements and translate them into technical solutions.
The role holder is also responsible for overseeing the work provided by a 3rd party organisation who, under contract, offer support and development services to Control Risks.
Requirements
What You'll Do:
- Core involvement in the technical implementation of ServiceNow, using Service Management best practices based on industry standards.
- Co-design and develop new ServiceNow solutions and Services as required by the business.
- Take ownership of defined complex business requirements and work them to completion with the support of the DTS Management team, as well as the 3rd party organisation offering development services.
- The role holder will be responsible for the upkeep of the system, ensuring that the platform is on the latest release version, as stipulated by ServiceNow.
- Where possible, the Automated Test Framework (ATF) will be used to help with the automation of the test cases to allow for quicker regression testing and smoother upgrades.
- Responsible for estimating the level of effort for each requirement submitted.
- This role will have the responsibility to interface with a 3rd party support and development organisation, who are available to assist in large technical implementations.
- There is a requirement for the role holder to be knowledgeable within the ITSM space of ServiceNow, however other areas also such as HR and Finance modules. It is also expected for the role holder to have a good understanding of the ‘Employee Centre’.
- Leverage your technical knowledge and experience to ensure optimisation of the ServiceNow platform.
- Identify opportunities for automation and process efficiencies by making use of ServiceNow.
- Perform baseline assessments showing areas of the toolset being used and opportunities that can be targeted for further value generation.
- Contribute to the Continual Service Improvement (CSI) process by identifying areas which can be addressed to generate either return or value on investment.
- Responsible for filling out weekly timesheets to account for work performed.
Who You are:
- Wide-ranging experience in developing and customising ServiceNow, including workflows and integrations
- Can demonstrate examples where automation projects have been successful
- Experience using Flow Designer and can provide examples where integrations have been built, via the ServiceNow APIs, with other platforms
- Proficiency in ServiceNow Virtual Agent and/or Robotic Process Automation (RPA)
- Strong problem-solving and analytical abilities
- Effective communication and collaboration skills across all levels
- Minimum 3 years’ experience developing within ServiceNow
- Certified ServiceNow Administrator
- Excellent programming skills in JavaScript
- Qualified up to ITIL Foundation level or a graduate with a relevant IT degree.
- Natural Interest in IT and technology
- Professional, polite, able to work under pressure.
- Must demonstrate a methodical and clear approach to troubleshooting problems as well as being able to make use of existing solutions.
- Excellent communications skills - good listener, calm manner
- Collaborative and a team player
- Ensures delivery of exceptional service to clients.
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