Technical Specialist - ServiceNow

About your team

Service Now Platform Team is part of Enterprise Techhnology Services (ETS) works along with Enterprise Infrastructure Services (EIS) function. It is a growing team supporting a strategic platform that provides enterprise level solutions for managing and automating IT servies, operations and workflows across a number of departments within our organization. The Platform is widely used and embedded for IT Service Management, but it also growing rapidly to support broad range of other products like HRSD, Employee Centre, Security Operations and Vulnerabily Response Module, as well as business workflow capabilities.

About your role

As the principle Service Now Architect, you will be playing critical role within Platform Architecture and Strategy stream to design and define overall architecture for the service now platform, aligning with organizational goals. You will be transalting business requirements into technical solutions within Service Now Framework. Desing, develop and Implement custom modules, applications and integrations based on the requirements.

Work closely with business leaders, IT Teams and stakeholders to understand business needs, You are going to act as a bridge between technical teams, business unit and product teams to translate requirements into functional specifications.

Along with above, you will be guiding development teams in best practices for service now configuration and customization. Define standards for Service Now workflows, data models and user interfaces. You wil be required to work on different modules within Servicenow ITSM, Employee Centre, HR Service Delivery and Enterprise Risk management capabilities.

The role will involve regular BAU (Business As Usual) support during UK/India business hours and will involve 24 x 7 oncall support and weekend working on a rota basis.

Key Responsibilities

The key responsibilities of this role are:

• Platform Customization and Configurations - Lead and guide the cusotmizations and configurations of the modules, applications and integrations with Service now.Develop custome applications, workflows and enhancements to meet specific business needs.
• Technical Solution Design and Architecture : Design and oversee the technical architecture for the Service Now platform team, aligning with Business requirements.
• Integration and Automations - Design and implement integrations with other enterprise systems using Service Now integration Hub, APIs and web services. Leverage Service now automation capabilities to streamline workflows and eliminate manual processes.
• Platform Performance and Optimization - Continousely monitor the performance and health of Service Now platform. Optimize configurations, scripts and integrations for enhanced performance and reliability. Troubleshoot and resolve performance issues, bottlenecks and system limitations.
• Write and maintain scripts (Business Rules, Script Includes, Client Scripts, etc.) to automate processes and extend functionality. Utilize Flow Designer and Workflow Editor to build and manage workflows.
• Configuration Management: Configure and maintain the Configuration Management Database (CMDB), including CI (Configuration Item) relationships and dependencies. Ensure the accuracy and completeness of the CMDB data.
• User Interface Design: Customize forms, lists, and dashboards to enhance user experience and streamline interactions.
• Best Practices and Governance: Adhere to ServiceNow best practices and ITIL standards in all development and configuration tasks. Implement and enforce governance policies to ensure consistent and reliable ServiceNow operations
• Documentation and Training: Document customizations, integrations, and processes for reference and knowledge sharing. Provide training and support materials for end-users and administrators.

Experience and Qualifications Required

• Total of 10 to 12 years of experience
• Extensive experience in web development concepts and understand web based languages.
• Proficiency in understanding the application architecture
• In depth knowledge on the Service Now platform and understanding of the different concepts and functionalities.
• Prior experience in delivering solutions in Service Now for multiple different requirements.
• Able to customise based on demand and working to coding standards to ensure a robust and mature development of the functionality within the platform
• Rich understanding of ITIL practices and Service Now ITSM module. Experience in implementing Change Management, Incident Management, Problem Management, On Call-Scheduling and Reporting modules in Service Now.
• Rich Experience in ServiceNow customizations including UI Policy, Client Scripts, Workflows, UI Action, Script Includes, Business Rules, workflow administration, reports, data import
• Extensive hands on experience on web based languages (JavaScript, CSS, Jelly, XML, HTML and Glide).
• Experience integrating Service Now with other platforms (though APIs like SOAP REST and other avenues).
• Experience in handling end to end implementations right from requirement gathering to delivery.
• Experience in reporting, automated testing and administration aspects of Service Now is an added advantage.
• Experience in working in an agile environment following agile practices.
• ServiceNow Administration certified
• ITIL V 3 Foundation certified
• Good communication and presentation skills.

Personal Skills

• A good team worker, able to build relationships and work with global stakeholders
• Ability to prioritise and co-ordinate activities.
• Experience of working to tight deadlines on a regular basis.
• Good analytical, problem solving and documentation skills.
• Ability to adapt to changing business needs (flexible) and learning new skills quickly.
• Good written and verbal communication skills, together with the ability to communicate with management and other business and technical groups.
• Calm approach when under pressure.
• Customer focused strong service ethic.
• Ability to work on own initiative with minimal direction.

Technical expertise

• Java Script: Advance JavaScript knowledge, which is essential for writing and troubleshooting scripts within Service now, including:
  • Business Rules : Automating Processes and enforcing data integrity
  • Client Scripts: Managing Client - Side interactions.
  • UI Actions/Polcies: Cusotmizing user interface elements and behaviours
  • Script includes: Creating reusable service - Side code that can be called from other scripts.
• Power Shell/Python: Familarity with PowerShell or Python for writing scripts that automate tasks for facilitate integrations.
• HTML/CSS : Basic knowledge of web technologies, like HTML and CSS for customizing the service now interface.