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Description
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Description
of Assignment:
IT Service Excellence professionals manage, monitor
and report the technology and services, and the business services they
impact. It allows operations to manage and observe the health of IT services
as well as ensure that business service levels under-pinned by IT service
levels are always in a state of compliance and made visible to stakeholders
along with IT spend levels.
Service Tool Enablement professionals provide
skills and experience related to designing the technology architectures
aligned with the service delivery objectives and process models to ensure
service management capabilities have the right tools for the job. Experience
with the implementation of tools and solutions for service delivery and
operational improvement.
A professional in this role will have the following
responsibilities:
- Adapts existing
methods and procedures to create possible alternative solutions to
complex problems.
- Understands the
strategic direction set by management as it relates to team goals.
- Uses judgment to
determine solution and seeks guidance on complex problems.
- Primary upward
interaction is with direct supervisor. May interact with peers and/or
management levels at a client
Key Responsibilities may include:
Candidates will demonstrate skills in areas for the
development of custom interfaces between ServiceNow and other applications or
data sources. This could include areas such as Microsoft Exchange, HP
Asset Manager, Mobile Device Management systems such as Airwatch. or other to
be determined. This position will vary in the scope of project
responsibilities; however generally this position will focus on designing and
delivering technical solutions that are developed on the ServiceNow
platform.
Duties may include:
- Providing software
configuration and customization including, but not limited to: workflow
administration, data imports, integration, custom application program
interfaces, and third party software integrations
- Obtain and analyze
business requirements and develop technical/function requirements
- Develop, design and
rollout new applications modules, workflows and catalog requests
Candidates should demonstrate experience in the
following areas:
- Enablement of Human
Performance elements of solutions that deliver client value
- Design and delivery of
technical solutions based on the ServiceNow platform
Basic Qualifications:
- 6 or more years of
general IT background
- Preferred 4 years of
ServiceNow experience, with a minimum of 2 years developing ServiceNow
interface modules.
- Experience should
include scripting, tool configuration, design work, technical
configuration, and deployment. Specifically, candidates shall
possess the skill to develop on the ServiceNow platform including the
creation and/or customization of the core applications such as Incident,
Problem, Change, Service Request
- Minimum of 4
years of experience working with or developing applications in any
one of the following programming languages: JavaScript, PHP, C, Java,
Perl, HTML or HTML 5
- Minimum of 2
years of experience in configuration and maintenance of multiple
ServiceNow environments (development, testing, production); Develop
standard (OOB) and custom UI Pages and UI Macros for ESS and forms
- Experience designing
and implementing login authentication via corporate portal using
external authentication and/or intranet integration (IBM Tivoli
preferred)
- Experience creating
inbound/Outbound integration with 3rd party systems using SOAP, REST and
JSON web services
- Design and implement
integration with third party applications and data sources such as CMDB,
Incident Management, User Administration, and Single Sign-on.
- Experience in
installation and configuration MID server; knowledgeable in integration
techniques such as Web Services, JDBC, Email, and industry standard
technologies that use SOAP, REST, or WSDL.
- Standard and custom
reporting using lists, graphical charts within gauges leveraging DB
Views
Preferred Skills:
- Working knowledge of
Linux operating system any of the following database types MySQL or
Oracle
- Understanding of
Change Management, Configuration Management, and Release Management as
it relates to ITIL
- Experience managing
relationships, operating procedures and service level agreements with
clients and coworkers
- Supporting Service
Management tool suites including HP, BMC Remedy, CA, and ServiceNow
- Customer Relationship
Management experience
- ITIL Foundations
Certification
- Web site design and
human computer interaction
- BMC Remedy
administrator / developer experience
- Development and
delivery of ServiceNow training
- Experience with
AngularJS, Apache and/or Jelly Scripting
- System/Process Automation
(Orchestration) experience
- Experience
implementing systems using the Agile/Scrum methodology
- Experienced in the
System Development Life Cycle (SDLC) processes including client
requirement analysis and system design
- Experience designing
and implementing IT and Non-IT related process workflows, procedures and
technical standards
- Administration of a
ServiceNow instance including the delegation of groups, modification of
CMS, workflows, business rules, UI actions, UI policies, ACLs,
dictionary, catalog items and updates of all other existing solutions
requiring revisions
Professional Skills Requirements:
- Bachelor’s Degree and
4 year overall IT and 2 years SN experience.
- Strong oral and
written communications skills
- Experience working in
teams of 4 or more.
- Client presentation
development; executive presence
Ability to produce documentation
utilizing the MS Office Suite
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