01Overview
- APPLICATION CONFIGURATION MANAGEMENT: Builds complex application configurations to meet user and business requirements while identifying improvements to complex application support processes and procedures.
- APPLICATION DEVELOPMENT & DEPLOYMENT: Performs advanced programming, configuration, testing and deployment of fixes or updates for application version releases.
- USER COMMUNICATION & SUPPORT: Plays a key role and keeps an open channel of communication with users to respond to complex application support requests and needs.
- APPLICATION SUPPORT: Conducts complex technical application support activities to deliver on business outcomes.
- STAKEHOLDER MANAGEMENT: Partners with multi-functional teams, including developers, product managers and business partners to ensure configurations align with standards and project goals.
- INCIDENT & REQUEST MANAGEMENT : Leads prioritization of incoming incident tickets and user requests.
- VENDOR MANAGEMENT: Handles positive relationships with software vendors and negotiates complex contracts.
Qualifications
- Minimum requirement of 5 years or more of relevant experience.
- Minimum of 5+ years of ServiceNow related work experience and 10-16 years overall experience
- Certification in ServiceNow under CIS IT Service Management
- Prior Experience in designing and implementing ServiceNow Case Management, Query Management and Workflow management
Preferred Qualification:
- Lead Change - Level 2 - Develops resiliency to positively navigate change, work within uncertainty, and support others through the process.
- Demonstrate Digital Technology & Data Fluency - Level 2 - Understands the importance of information security, embracing and integrating current technologies to contribute to team performance as well as working on how to use data to aid in decision making.
- Build Financial & Business Acumen - Level 2 - Looks to increase financial and business understanding to draw accurate insights and use information as a strategic tool. .
