We are seeking an experienced and dynamic Engineer – ServiceNow to join our organization. As a ServiceNow engineer, you will be responsible for managing the full lifecycle of the ITSM application under your responsibility in collaboration with the Production Support Manager. You will optimize the application to deliver value to the organization, develop and recommend enhancements to improve ITIL processes, and design, develop, and deliver new ITSM-based technology. Additionally, you will manage future feature/module implementations of the ServiceNow ITSM application.
YOU’LL HAVE THE OPPORTUNITY TO:
Lead the development and evolution of ITSM and ITBM solutions in accordance with ITIL processes.
Train and educate team members on ITSM processes and methodologies, including technical writing of process documents, training materials, and technical specifications on ITSM and ServiceNow topics.
Conduct research on industry standards and best practices to drive optimization on the ITBM and ITSM modules.
Manage and maintain the self-service portal, service catalogue, workflows, catalogue items, and UI pages to ensure efficient and effective IT service delivery.
Act as a subject matter expert for ServiceNow and actively collaborate with solution architects on IT standards, innovation, and integration opportunities to enable new value chains and operational efficiencies.
Serve as a liaison and first point of contact between the company and ITSM vendors, including ServiceNow, and contribute to supplier negotiations for new contracts or renewals.
Develop and maintain governance for licence and add-on management of existing and new applications.
Evaluate each application and provide recommendations to address and reduce potential risks associated with those applications.
Apply agile and SCRUM methodologies in an ITSM and ServiceNow context to drive the successful delivery of projects.
Process service requests on occasion, managing the service request queue and ensuring timely resolution and customer satisfaction.
THIS ROLE IS A GOOD FIT IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:
Strong knowledge and experience in IT Service Management and IT Business Management, including expertise in CMDB, ITAM, SAM integrations, and infrastructure management.
A proven track record of success in managing complex IT environments and leading projects and service delivery.
Strong analytical skills and the ability to communicate technical information to both technical and non-technical stakeholders.
Experience with ServiceNow ITBM and ITSM suites, as well as advanced knowledge, understanding, and implementation experience with ServiceNow ITSM, ITBM, IT Asset Management, CMDB, Discovery, and Service Catalogue solutions, best practices, and industry trends.
Experience in application development, standards & DevOps, and a deep understanding of Cloud applications, especially ServiceNow.
Strong business relationship management and project management skills, with a desire for continuous improvement and innovation.
Professional experience in a large global organization, utilizing internal and external IT services and working with standard global processes in a business-driven IT services environment.
An ITIL Foundations certification (v3 or v4) is preferred, but not required.
Highly organized, with exceptional problem-solving skills and the ability to manage multiple tasks and projects simultaneously.
Empathetic and customer-focused, with strong communication skills and a passion for delivering high-quality services.
A proactive and positive attitude, able to work independently or as part of a team in a fast-paced environment.
The willingness to assume ownership of responsibilities and be accountable for outcomes, while maintaining professionalism and integrity in all interactions.
The ability to look continuously for opportunities to improve processes, systems, and tools to optimize IT service delivery and achieve business objectives.
Passionate about staying up to date with industry trends and technologies, and actively in search of opportunities to expand skills and knowledge.
Skills Required
- Experience with ServiceNow ITSM and ITBM suites (implementation and administration).
- Strong knowledge of CMDB, Discovery, IT Asset Management (ITAM) and Software Asset Management (SAM) integrations.
- Experience managing service catalogue, self-service portal, workflows, catalogue items, and UI pages.
- Application development experience and familiarity with DevOps practices.
- Deep understanding of Cloud applications and ServiceNow platform.
- Proven experience managing complex IT environments and leading projects/service delivery.
- Strong analytical and communication skills for technical and non-technical stakeholders.
- Experience with ITIL processes (ITIL Foundation v3 or v4 preferred but not required).
- Experience working in large global organizations with standard global IT processes.
- Ability to train team members, write technical/process documentation, and drive continuous improvement.
What We Do
Photon.com has emerged as one of the world’s largest and fastest-growing Digital Agencies. We work with 40% of the Fortune 100 on their Digital initiatives and are known for our ability to integrate Strategy Consulting, Creative Design, and Technology at scale. Please visit www.photon.com to learn more about us, how we work, and our customer case studies. Digital Transformation Starts Here.
