Intermediate Platform Engineer at Old Mutual

Job Description

• As an Intermediate Platform Engineer, you will be responsible for providing essential support for the platform, ensuring its stability, performance and continuous improvement.
• You will work closely with users and stakeholders to address their needs, resolve issues, and maintain the overall health of the platform.
• Your expertise and proactive approach will be vital in delivering an excellent user experience and maximizing the platform’s value.

KEY RESPONSIBILITIES

Configuration and Customization:

• Assist in the configuration of ServiceNow applications, workflows, and modules to meet business requirements.
• Implement and manage ServiceNow configurations, including business rules, UI policies, ACLs, and script includes.
• Support the development and maintenance of integrations with external systems and third-party applications.

User Assistance and Training:

• Assist users with ServiceNow-related queries, providing guidance and support to ensure effective platform usage.
• Conduct user training sessions and create training materials to enhance user knowledge and proficiency.
• Gather and analyze user feedback to identify areas for improvement and provide recommendations.

Platform Support and Maintenance:

• Provide day-to-day support for the ServiceNow platform, including troubleshooting, incident resolution, and problem management.
• Perform routine platform maintenance, including instance management, performance monitoring, and system upgrades.
• Ensure the platform is running smoothly and efficiently by monitoring system performance and proactively addressing potential issues.

Documentation and Reporting:

• Maintain thorough documentation of platform configurations, customizations, and support activities.
• Generate and analyze reports on platform usage, performance, and support metrics to identify trends and areas for improvement.
• Ensure compliance with organizational policies, procedures, and best practices.

Continuous Improvement:

• Stay updated with the latest ServiceNow features, enhancements, and best practices.
• Identify opportunities for process improvements and contribute to the continuous enhancement of the ServiceNow platform.
• Collaborate with the ServiceNow team and other stakeholders to implement innovative solutions that drive efficiency and value

MINIMUM REQUIREMENTS:

• Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications and equivalent work experience may be considered.
• ServiceNow Certified System Administrator (CSA)
• Additional ServiceNow certifications are a plus.

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

• Proven experience as a ServiceNow Support Specialist or in a similar support role.
• Hands-on experience with ServiceNow administration, configuration, and customization.
• Familiarity with ServiceNow ITSM modules, including Incident, Problem, Change, and Request Management.

Skills

• Action Planning, Application Development, Business Process Design, Computer Literacy, Data Management, Data Modeling, Evaluating Information, Identifying Customer Needs, Information Technology (IT) Support, Market Analysis, Oral Communications, Product Development, Technical Support, Technical Troubleshooting, Test Case Management, User Requirements Documentation, Web Development

Competencies

• Action Oriented
• Collaborates
• Communicates Effectively
• Cultivates Innovation
• Customer Focus
• Decision Quality
• Ensures Accountability
• Manages Complexity

Education

• NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

• 30 August 2025