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 new 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.
Develop Self and Others - Level 2 - Seeks out feedback, coaching and assignments that lead to personal growth, aligns career goals with business, and holds self accountable.
Partner with Impact - Level 2 - Develops skills to be a strong partner by understanding the business and the customer, how to anticipate needs and identify benefits and risks of solutions.
Execute with Excellence - Level 2 - Identify value of future scenarios, resource allocation, how to anticipate potential obstacles and contributes to the end-to-end execution.
