ServiceNow Systems Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Design and enhance IT Service Management (ITSM) processes, encompassing Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management.

• Advocate for service ownership through the Service Level Management process, the Service Catalog, and the Service Portfolio Management process.

• Achieve world-class 24x7x365 systems availability and performance by effectively managing Incident, Release, and Service Level Management processes, along with clear executive communications and service recovery initiatives.

• Establish Knowledge Management as an essential practice within Corporate IT, incorporating a knowledge repository, managing knowledge through continuous improvements, and facilitating knowledge sharing across different organizational levels.

• Drive ongoing service improvement by leveraging metrics and key performance indicators effectively.

• Assist in reviewing Incident and Problem data to identify trends and recurring issues, uncovering opportunities to minimize frequency and eliminate service-impacting events.

• Aid in the deployment of service management and reporting tools, including the analysis and administration of SLM tools to gain insights into key performance indicators for service delivery.

• Document the current application development and delivery environments while promoting CI/CD practices wherever feasible to enhance business value delivery.

• Advocate for architectural best practices and provide guidance to IT teams on the design and planning of our application delivery infrastructure.

• Upgrade the ServiceNow instance to the latest release.

⛳️ Requirements

• A combined experience of 10 years in IT Operations and Application Development.

• In-depth knowledge of user lifecycle management.

• Bachelor's degree in computer science, engineering, or equivalent experience.

• Strong familiarity or understanding of the ITIL V3/V4 service management disciplines in the context of service development and service operations.

• Exceptional analytical and problem-solving abilities; capable of developing hypotheses, framing problems, and deriving relevant insights from supporting data.

• Proven experience in implementing cross-functional process improvements and achieving outstanding results.

• Extensive technical expertise in using and administering ServiceNow.

• Background in development.

• Experience with integration processes involving Workday.

• Proficient in the Microsoft Office suite, including the capability to create and maintain business reports and plans.

• Comprehensive technical knowledge of application and IT systems across all layers, including commercial software, cloud-based systems, custom applications, middleware, operating systems, databases, servers, networks, and virtualization technologies.

• Strong comprehension of business objectives, drivers, and principles, and their relationship to technology solutions.

• High level of autonomy and motivation, with full ownership of assigned work.

• Prepared to engage with other key stakeholders in the company in a humble and productive manner.

• Proven ability to communicate and collaborate effectively with individuals at all organizational levels.

• Excellent verbal, written, and presentation communication skills.

🏝️ Benefits

• Equity for all employees.

• Flexible annual leave, paid holidays, and volunteer days.

• Training and career development programs.

• Comprehensive private benefits plan, including medical insurance for you and your family, life insurance (3x compensation), and personal accident insurance.

• Fertility support and paid parental leave.

• Employee Assistance Program.