Our client is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. This company has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure, resilient, private, public or hybrid cloud. With strong technical and functional consulting services, and World Class Monitoring & Automation, they serve some of North America’s largest corporations across a diverse range of industries. Our client has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.
Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests
Responds to High and Critical priority tickets/projects according to standard operating procedures
Serve as Customer-facing and Second/Third tier responder for all Incidents and Service Requests
Monitor and troubleshoot all ServiceNow instances and related infrastructure. Evaluate and escalate issues as needed
Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues, transfer knowledge to L1 technicians.
The ideal candidate will perform day to day support and maintenance, work with the functional team to develop solutions in ServiceNow ITSM/ITOM/ITBM/HR.
This role will be responsible for the general support, administration, and maintenance of the ServiceNow platform and associated applications.
Responsibilities also include monitoring the health, usage, and compliance of ServiceNow as well as develop system integrations and process automation. The candidate will have to create and configure business rules, UI policies, UI actions, client scripts, ACLs, notifications, UI pages, UI macros, script includes, formatters, etc.
Must have experience creating ServiceNow update sets, promoting and testing through multiple instances and into production.
Proactively learn new concepts and technologies in the event analysis of situations requires an in-depth knowledge of organizational objectives
Troubleshoot and resolve issues related to software applications, systems integration, and related platforms
A college degree with a B.S. in a computer-related field is preferred, B.A. (with applicable experience) may be acceptable
2-3+ years of experience of implementing/supporting ServiceNow platform
ServiceNow System Administrator certificate is a must
Knowledge on service now related technologies, especially java script.
Experience with scripting in ServiceNow (Business Rules, UI Pages, UI Macros, etc.)
Knowledge of Service Portal, widgets, Catalog Settings, Catalog items and Cart
Proven track record in agile way of working Scrum or Kanban
Preferred Qualifications include:
Experience implementing Service Catalog, custom widgets, Service Portal
Knowledge on one of the following programming languages like XML, HTML, CSS, SQL and Angular JS
Experience in platform upgrades.
Hands-on experience on one of the following OS: Unix, Linux.
Integrations with LDAP and other applications external to ServiceNow (ServiceNow (Table API, Scripted REST and Webservice Import Sets)
Experience and certification in Event Management; Discovery; Project Portfolio
Knowledge of and experience with Postman, Integration with SAP/SCCM/Icinga
Knowledge of ServiceNow modules like Agile 2.0, Test Management and Automated Testing Framework