About the Role
Supports the implementation, configuration, and enhancement of ServiceNow ESM solutions by translating business requirements into effective technical solutions, supporting platform operations, and delivering continuous improvements.
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Key Accountability Areas
ESM Requirements & Implementation:
- Participate in workshops and discussions to gather and document business and technical requirements for ESM initiatives.
- Assist in analyzing business processes and identifying opportunities for improvement using ServiceNow capabilities.
- Translate business requirements into functional and technical specifications.
- Collaborate with business and IT teams to support the design and implementation of ServiceNow solutions.
- Assist with implementing ESM processes and solutions in accordance with defined requirements and standards.
ServiceNow Configuration & Support:
- Configure and maintain ServiceNow modules, including ITSM, ITOM, ITBM, and CMDB.
- Configure forms, workflows, business rules, notifications, approvals, UI policies, and other platform components.
- Assist in designing and implementing workflows, automations, and integrations.
- Develop and maintain scripts, APIs, and configurations based on approved requirements.
- Provide functional and technical support for ServiceNow applications and configurations.
- Troubleshoot platform issues and assist in resolving defects and configuration-related problems.
- Support ServiceNow enhancements, releases, upgrades, and maintenance activities.
CMDB Management & Troubleshooting:
- Support CMDB maintenance to ensure data accuracy, consistency, and integrity.
- Assist with managing configuration items (CIs), relationships, and service dependency mappings.
- Support Discovery and other CMDB data population activities.
- Identify and help resolve CMDB data quality, reconciliation, and relationship issues.
- Assist with troubleshooting platform and CMDB-related issues.
Collaboration & Support:
- Work with business stakeholders, IT teams, and vendors to understand requirements and support solution delivery.
- Communicate with technical and non-technical stakeholders to clarify requirements and resolve issues.
- Support cross-functional teams in addressing ServiceNow and service management challenges.
- Prepare and maintain technical documentation, configuration documents, and user guides.
- Provide support during implementation, testing, deployment, and post-production activities.
Testing & Continuous Improvement:
- Assist in preparing test scenarios, test cases, and test plans for ServiceNow solutions.
- Perform functional and integration testing of workflows, configurations, automations, and integrations.
- Support User Acceptance Testing (UAT) and document and track identified issues.
- Assist with defect resolution and retesting to ensure solutions meet business requirements.
- Identify opportunities for improving ServiceNow configurations, processes, and user experience.
Reports & Dashboards:
- Create and maintain ServiceNow reports and dashboards based on business requirements.
- Support the development of KPIs and operational metrics for monitoring service performance.
- Assist stakeholders with reporting requirements and data analysis.
- Maintain existing reports and dashboards and implement approved enhancements.
Role Accountability
HR Proficiency:
- Ability to obtain updated soft and technical skills related to the job.
Delivery:
- Perform the planned activities to meet the operational and development targets as per delivery schedules.
- Utilize resources effectively to achieve objectives within efficient cost and time.
- Provide a periodic report formatted by detailing the deviation and execution of planned tasks.
Problem-Solving:
- Solve any related problems arise and escalate any complex operational issues.
Quality:
- Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.
Business Process Improvement:
- Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.
Compliance:
- Comply to related policy and procedures and work instructions.
Health, Safety, and Environment:
- Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.
Academic Qualification
- Bachelor Degree in Computer Science or Any relevant field
Work Experience
Technical / Functional Competencies
- Applications Development Standards and Procedures
- Applications Knowledge
- Applications System Analysis
- Applications System Design
- Applications Systems Architecture
- Desktop Applications Knowledge
- Desktop Distributed Applications Development
- Help Desk Applications Support
- Joint Applications Development
