Selected resource will review dashboard/reports for new items, working on existing tasks, working on any outstanding project work. Weekly meetings, 1:1 with manager, working with co-work on assignments, project meetings.
REQUIRED KEY SKILLS: Experience working with Virtual Agent, Employee Centre /Service Portal, Integrations, specifically AWS integration, PPM administration, ITOM/CMDB, Integrations, SPM/PPM, fix/administer Discovery, Managing multiple workstreams.
Job Summary:
- Working schedule: 40 h/week; (PST) Open to Non-Local Candidates: Will ship laptop.
- Provides application software development services.
- Develops program logic for new applications or analyzes and modifies logic in existing applications. Codes, tests, debugs and documents software applications.
- Analyzes requirements and tests and integrates application components.
- Ensures that system improvements are successfully implemented.
- This position will focus entirely on ServiceNow. We currently have ITSM and will shortly have ITBM modules in production.
- Deliver applications support through development and customization via the ServiceNow ITSM platform.
- Support out-of-the-box applications including Problem, Change, Incident, Service Portal, Service Catalog, CMDB, and Service Management.
- Understand and represent ITIL/ITSM processes to other business partners.
Is utilities domain experience required? (Y/N) No, but will be preferred.
Top 3 Must-Have (Hard and/or Soft Skills):
1. ServiceNow Virtual Agent experience
2. AWS experience with integrations to ServiceNow
3. ServiceNow PPM Administration
Top 3 Nice-To-Haves (Hard and/or Soft Skills):
1. ServiceNow Employee Center/Service Portal experience.
2. Integrations experience between ServiceNow and key applications.
Certification Requirements (Any Preferences): ServiceNow Administrator
How many years of experience are you looking for?: 5+
What is your preference when interviewing candidates?: Microsoft Teams
Roles & Responsibilities: Top 3 skills to be successful in this role:
1. Programming/Software Development (PROG):
Sets local or team-based standards for programming tools and techniques, including security guidelines and the selection of appropriate development methods. Advises on application of standards and methods and ensures compliance. Takes technical responsibility for all stages and/or iterations in a software development project, providing method-specific technical advice and guidance to project stakeholders. Assigns work packages, monitors performance and manages change control dynamically to optimize productivity. Provides advice, guidance and assistance to less experienced colleagues as required.
2. Application Support (ASUP):
Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance. Advises on application security, licensing, upgrades, backups and disaster-recovery needs. Ensures that all requests for support are dealt with according to set standards and procedures.
3. Incident Management (USUP):
Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners and seeks resolution. Facilitates recovery following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyzes causes of incidents and informs service owners in order to minimize probability of recurrence and contribute to service improvement. Analyzes metrics and reports on performance of incident-management process.
Minimum Required Skills:
- Expertise in common web languages (e.g. JavaScript, Angular).
- Advanced experience with development of business rules, UI Policies, Client Scripts, ACLs, Workflow Activities, etc.
- Deep functional and technical knowledge of ServiceNow platform; emphasis on Asset Management, CMDB, Performance Analytics and Change Management modules is a plus.
- Minimum of two (2) years supporting the implementation, administration, configuration and development of ServiceNow platform.
- Ability to develop process flow documentation based on input from existing and future customers of request management.
- Ability to optimize request management business process flows based on existing documentation or information from users.
- ITIL v3 (or ITIL 4) certification preferred.
- 2+ years ServiceNow administration in an enterprise environment.
