Responsibilities:
- Support the configuration, implementation, and maintenance of the ServiceNow platform.
- Coordinate the initial platform setup, resource allocation, updates, and upgrades.
- Manage day-to-day support, system upgrades, and ensure the integrity, health, and performance of the instance stack.
- Oversee instance security, including managing access controls, accounts, groups, and roles.
- Implement ITSM, ITOM, and ITAM modules, including their respective submodules.
- Experienced in setting up Incident, Problem, and Change Management modules.
- Design and implement SLAs, service request workflows, and Self-help modules.
- Manage the Configuration Management Database (CMDB) and CI Service Mapping.
- Required Certifications: ServiceNow CSA (Certified System Administrator), ITIL v3/v4.
- Develop and customize dashboards, schedule reports, and enhance dashboard functionality.
- Set up ServiceNow license management.
- Configure ServiceNow Chat and handle Product Integrations, Integration Hub, and Partner integrations.
- Proficient in SNOW Predictive Intelligence application, Predictive AI Ops, Flow Designer, Now Assist, Mobile Agent setup, and configuration.
- Knowledgeable in ITOM Service operations workspace, Cloud Insights, ITOM Health, ITOM Visibility, and Cloud Management.
- Understand ITSM Site Reliability Operations, Digital Portfolio Management, Service Operations Workspace, Workforce Optimization for ITSM, ITSM Virtual Agent Conversations, ServiceNow Voice, Digital Product Release, SNOW for MS Teams, ITSM Mobile Agent, Vendor Management, and DevOps Change Velocity.
Job Requirements:
- 7+ years of relevant experience as a ServiceNow administrator.
- Excellent communication skills and proficient in stakeholder management.
- Familiarity with ITSM, ITIL, or other relevant frameworks is preferred.
- Demonstrated ability to enhance performance measurement and reporting processes within a large organization.
- Experience working collaboratively in multi-disciplinary teams in both project and operational environments.
- Proficient in automating reports as far as data sources and tools permit.
- Strong organizational and multitasking skills, with a proven ability to manage personal workload and meet deadlines.
- Capable of handling confidential information with tact and sensitivity.
- Flexible approach to adapt to changing deadlines.
- ITIL Certification and advanced ServiceNow Certification are required.
- Experience in large-scale ServiceNow implementation across multiple countries in a region.
- Expertise in ServiceNow applications such as ITSM, ITOM, CSM, and advanced development in ServiceNow components.
To apply please click the Apply button or send us your updated profile to [email protected]
EA Licence No.:18S9405 / EA Reg. No.:R1330864
Percept Solutions is undergoing a growth phase and are on the lookout for talent. Applicants are encouraged to follow Percept Solutions on LinkedIn @ https://www.linkedin.com/company/percept-solutions/ to stay up to date on our upcoming roles and events.
