Specialist Support Engineer (ServiceNow ITOM) at Absa Group Limited (Absa)

Job Summary

• Work as part of an integrated (run & build) team to provide ServiceNow ITOM Visibility, ITOM Health & Core CMDB application support across multiple stakeholder groups (in high complexity environments) by maintaining & optimizing ServiceNow Product applications & building capability in others to do the same.

Job Description

• Manages and Monitors the Configuration Management Controls to ensure optimized data quality in the ServiceNow Configuration Management System
• Develops New enhancements to the ITOM and CMDB Platform Capabilities and Builds Automated Workflows to optimize ITOM/CMDB user experience and output
• Partners with the Product owner, Lead Support Engineer, and Architect to ensure product stability during and post releases and upgrades
• Partners with the Product owner, Lead Product Engineer, and Architect to ensure product strategy delivers optimal value for existing/new product users and process fulfillers.
• Administers and performs QA activities for processes related to the ServiceNow ITOM and CMDB Capabilities
• Ensures ITOM Visibility-, ITOM Health and Core CMDB platform stability is maintained, and that incident remediation occurs within SLA for all ServiceNow functionality enabled and integrated interfaces
• Ensures the health of the ServiceNow ITOM discovery and mapping tools are adequately managed and that the CMDB CI created and updated by these tools are also managed accordingly
• Reports on CMDB compliance by providing CMDB Health Dashboards and tasked activities to the responsible areas and actively drives remediation activity
• Provide Optimized ServiceNow ITOM and CMDB application capabilities to stakeholders and role players to promote proactive and predictive management of the technology estate ensuring optimal stability across the organization.

Preferred Education:

• Grade 12
• ServiceNow Certified Administrator (CSA)
• ServiceNow CSDM Fundamentals
• ServiceNow Fundamentals
• ServiceNow Get Started with Now Create
• ServiceNow Discovery Fundamentals
• ServiceNow Service Mapping Fundamentals
• ServiceNow Event Management Fundamentals
• ServiceNow Event and Flow in Action
• ServiceNow CMDB Fundamentals
• ServiceNow Subscription Management
• ServiceNow ITSM Fundamentals
• ServiceNow Performance Analytics Fundamentals
• ServiceNow Platform Implementation
• ITIL Foundation
• ITIL Operational Support and Analysis / ITIL Release Control and Validation

Preferred Experience:

• 3 or more years ServiceNow Product experience specializing in ITOM Products
• 3 or more years ServiceNow Product experience specializing in Core CMDB Products and integration capabilities
• 2 or more years ServiceNow Product experience in ServiceNow ITSM Products
• 2 or more years ITIL or similar IT Service Management framework experience with focus on Configuration Management and Operational Support
• 2 or more years IT Support experience of IT Platforms
• 1 or more years Hardware- & Software Asset Management

Education

• Bachelor's Degree: Information Technology