Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : ServiceNow Good to have skills : NA Minimum 5 year(s) of experience is required Educational Qualification : Minimum 15 years of full time education Demand Management(DM) application in ServiceNow is used to centralize requests across the enterprise and streamline the investment process for new products, services, repairs, and enhancements. It helps capture , assess, and manage demands from the business. Roles & Responsibilities: Working with the project to deliver a supportable initial implementation. Represent the voice of IT Operations during the initial implementation of ServiceNow SecOps & Risk InsighT Module, which is delivered by a project team, utilizing an external implementation partner. Working with and in this project team early on to understand and influence the configuration of the solution and challenging the project to ensure that non-functional requirements relating to supportability are considered. Driving a clear support model, in which the role of IT Operations, Project Delivery and the IT as a customer are clearly understood. Contributing to the sprints to help the project deliver successfully. Transitioning into a knowledgeable E2E support engineer in the Operations team, once the project completes, the external implementation partner leaves, and the internal Operations team (you) takes over to run and further enhance the product-Post initial implementation:E2E Support Engineer as the solution is run and enhanced in Operations mode.Role expectedServiceNow ITBM Demand Management(DM) Application Lead will be the single point of contact for any issues in DM and the only SOM role in DM Natural space. Lead is responsible to ensure the availability, fix issues, process automation, stories, enhancement and respond to queries on the application. And leads the technical team (developers, testers) and assists them with technical solutions and process guidance.E2E Operations: Own and coordinate support tickets, incident, and problem resolutions as a second/third line support engineer. Restoration of service may be internal and may involve reaching out to other support teams in Shell IT and SaaS vendors. Ensure the end-to-end SaaS landscape (i.e., SaaS, Interfaces, Reporting, authentication, etc.) remains available, reliable, secure, and compliant. Collaborate with other IT support teams and SaaS/Cloud suppliers, and understand their OLAs, SLAs and ways of working, and how this impacts the successful delivery of our product to the IT Service Management function. Ensure availability, reliability, consistency of data throughout all integrated applications in the SaaS landscape (input-output) Ensure regulatory and compliance controls are executed in landscape operations and collect evidence centrally and pro-actively plan execution of controls on yearly basis. Manage relationships with third party teams and vendors. Continuously increasing the effectiveness and efficiency of Support Services. Changes / Configuration Request Management; Execute standard Requests.-Change Management; Assess/Implement configurations and enhancements. Business processes:Configure application for IT processes. Work as one team with IT process support teams and other Tier2 technical teams to ensure seamless delivery and solutions according to specifications. Release Management:Ensure impact analysis is done on the integrating applications and technologies for periodic technical and/or content releases of the SaaS solution. Ensure proper communications are sent and trainings delivered through the business support teams.-Supportability:ensure changes, configurations and project deliverables/solutions are successfully delivered into the SaaS landscape.Mandatory & Technical Skills: Minimum of 24 months' experience with configuring and/or administering/supporting ServiceNow. Understand fundamentals of iterative development and continuous delivery. Understand fundamentals of software development processes and procedures. Understand incremental delivery and use metrics to track progress against the intended timeline.-Prior experience working in agile/scrum delivery teams.-Demonstrated strong understanding of data architecture, data modelling and data reporting. Experience in working with and managing third party vendors, including SaaS vendors.- Self-starter and able to handle concurrent tasks with appropriate priority. Very good knowledge of ITIL all process management aspects Strong stakeholder, interpersonal relationship, and negotiation skills to work with multiple stakeholders across organizational and business boundaries at all levels. Ability to challenge and debate issues of importance to the organization. 4-7 years software engineering and/or systems support Solid ServiceNow SecOps (all modules) Risk InsighT (all modules) GRC knowledge will be added advantage for Risk InsighT. Cyber Defence knowledge will be added advantage for SecOps. Qualification Minimum 15 years of full time education
