ITSM Operations Support

ServiceNow   Developer /Admin JD

 

Guide the team of ServiceNow developers, ensuring focus on highest priorities and optimizing the capabilities within the Service Now tool. Ensure work is prioritized in line with the needs of the key stakeholders and the is minimal customization to the tool.

 

Maintain, Manage and Administer the Service Now Tool To Support The Service Desk And Functional Teams To Provide a High Level Of Service

Develop and configure the ServiceNow platform and applicable ITSM processes, ITBM, ITOM and GRC

Ensure the ServiceNow platform is running the must up to date version of the tool and that it is configured in the most efficient way.

Ensure that any integrations needed to ensure a better user experience are developed in line with the needs of the business.

Implementation and administration of the ServiceNow installation, gathering and documenting user and process requirements, developing service catalogue forms and workflow customizations, building business rules/client scripts/UI actions/script includes, integration solutions, and performing quality assurance testing and user acceptance testing. Responsible for introduction of best practice solutions on the SN platform. Integrate various 3rd party tools with ServiceNow through web services (SOAP and REST)

Provide technical support, assist customers with proof-of-concept activities, and assist where necessary to resolve ServiceNow faults / bugs.

Work with ServiceNow HI vendor support team where and when required for critical faults, outages, patch installations, tool bug, plugin installations, and in general platform support.

Work with the SN Architect to provide technical recommendations to enhance the platform/existing services and provide necessary reports/updates

Top Accountabilities 

Build strong stakeholder relationships with the leadership team and key business stakeholders

Ensure the team of developer’s work is prioritized effectively and that they are driving through simplification and automation where possible.

Be an escalation point for any issues faced by the stakeholders and the team

Ensure there is a clear plan of improvements and upgrades for the next 12 months to 2 years,

 

Qualifications And Experience Required

ServiceNow experience – must have worked as ServiceNow tool admins/developers/testers / Java script 3+ years. 

Integration of ServiceNow with 3rd party tools, customization/configuration, workflow design and development. Experience with ServiceNow version upgrade

Service Now Admin certified (preferable) and ITIL v3 foundation qualified.

An excellent working knowledge of Service desk and key operational ITIL processes.

Excellent analytical and technical skills.

Ability to understand and determine when issues should be escalated to a higher level.

Excellent communication and interpersonal skills, with an ability to handle difficult situations.

Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.

Strong analysis and decision-making skills.

 

 

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.