5+ years of experience in ServiceNow platform working in different modules like, CSM, ITSM, ITOM, GRC etc.
Responsibilities:
- Responsible for requirements gathering, facilitation of business process discussions, solution design and documentation, application administration &configuration, testing, and end-user support.
- Provide direction and leadership in promoting and implementing best practice solutions for both business process and technology
- Partner with our managed service provider and vendors to proactively address problems and troubleshoot production issues.
- Contribute to the delivery of recurring platform releases.
- Provide customer support & service subject-matter expertise for projects spanning multiple business units and technologies.
- Contribute to and assist in managing the roadmap for customer support & service technology enhancements.
- Qualifications and Experience:
- Hand-on experience with ServiceNow configuration in one or more of the following areas: Customer Service Management (strongly preferred), IT Service Management (ITSM), and IT Operations Management (ITOM).
- Minimum of five (5) years of experience supporting customer support & service technology (case management, knowledge management, etc.) in a complex, publicly-traded, global organization.
- Hands-on experience with ServiceNow platform capabilities, including Service Portal, Service Catalog, Knowledge Base, Workflow, Change Management, Incident Management, Event Management, and Configuration Management.
- Integration of ServiceNow into a complex information technology eco-system, including back-office applications such as Salesforce, Informatica, ERP, etc.
- Success using agile principles to deliver great business outcomes through technology. Jira experience a plus.
- Demonstrated experience working with a managed service provider to partner on delivery.
- Strong written, verbal, and listening communication skills: articulate and effective communicator and presenter, able to describe complex problems and solutions in understandable terms; ability to frame communications to a diverse set of stakeholders. Education & Special Training