ServiceNow Developer - Administrator at Ellahi Consulting

Position overview

• ServiceNow SME (subject matter expert) in the Service Management Applications team. 
• Responsible for configuring, administering, and building scalable ServiceNow solutions across the firm, working with stakeholders to deliver reliable platform enhancements.

Experience

• Minimum 2+ years’ hands-on experience as a ServiceNow Administrator
• Experience with ServiceNow CMDB (Configuration Management Database), including CI management, data quality, and relationship mapping
• Experience configuring and supporting core ServiceNow modules
• Good understanding of the services, customer dependencies, the IT infrastructure components, and the service development life cycle.
• Experience with ServiceNow implementations, configuration, and platform support

Qualifications

• University degree (required)
• Certified ITIL (required)
• Certified ServiceNow Administrator (desirable)

Duties

• Manage and maintain the ServiceNow instance, including configuration, customization, and overall system administration.
• Monitor the health of the platform, troubleshooting issues and ensuring scheduled jobs and feeds are working as desired.
• Perform routine updates and patches to ensure the platform's security and stability.
• Perform regular access reviews and monitor license counts for compliance.
• Maintain the incoming queue, addressing user queries and troubleshooting issues within Service Level Agreements (SLAs).
• Maintain testing procedures, certifying all applications are functioning as desired after changes have been deployed or when integrations are introduced.
• Design and implement automation workflows to streamline business processes and improve overall efficiency.
• Work closely with business stakeholders to understand process requirements and translate them into ServiceNow workflows.
• Work with outside consultants, and third-party vendors on development and design and integrations of applications
• Maintain detailed documentation of configurations, processes, and procedures related to the platform.
• Assist in the promotion and adoption of ServiceNow by assisting with requirements gathering, stakeholder workshops and monthly training sessions
• Implement and enforce security best practices to protect sensitive data within the ServiceNow environment.
• Input into the overall continual service improvement plan and provide regular updates.

GENERAL ATTRIBUTES

• Strong working knowledge of ServiceNow especially within ITSM, CMDB, Asset Management, Mobile App & Service Portal designer and building scoped applications.
• Working knowledge of ServiceNow scripting (JavaScript, XML, JSON) desirable but not essential
• Ability to mentor staff in development relative to the ServiceNow platform to drive quality, value and best practice.
• Must have good analytical & innovation skills to study the current state of processes and reporting, perform gap analysis and recommend improvements.
• Knowledge of integrating with internal and external applications and systems.
• Effective problem-solving skills and time management skills in working on multiple issues/platforms simultaneously
• Excellent documentation and presentation skills.
• Analytical skills incorporating statistical methods, to identify a problem, analyse the cause and propose or undertake resolution actions
• Proven skills at cultivating strong working relationships and working well within remote teams to learn and share knowledge.
• Self-motivated, capable of driving results and able to work under pressure.

Other responsibilities

• You will be required to participate in the on-call rota
• You may be required to undertake other activities/tasks as instructed
• You may be required to work overtime or work overseas on occasions as required by the needs of the business.
• All members of the firm participate in our Responsible Business program