|To perform 2nd / 3rd line level support and administration tasks on multiple ServiceNow instances and to ensure the highest levels of service and customer service are achieved.
Main Duties of the Job
• Supporting core ServiceNow modules like Incident, Problem and Change Management, Service Catalogue Management, Users and Groups management, CMDB, Knowledge etc • Maintaining Service Catalogue items and workflows • Perform mass upload of data via import sets • Assist in the customer on-boarding process on SCC’s MSP platform • Perform incident and problem root cause analysis following defined ITIL processes and procedures • Contribute to project activities by completing assigned tasks as necessary • Assist in the identification of opportunities for improvement in applications, services and processes. • Communicate and build relationships with all levels of the business and SCC’s customers
Skills, Knowledge and Experience
Essential • Extensive experience with in the support of IT Service Management (ITSM) platforms (Ideally ServiceNow) • Full understanding of ITSM processes • Good understanding of IT Operations Management (ITOM) • Capable of managing enterprise level platforms • Understanding of web services and integrations • Excellent communication skills • Ability to prioritise workload in a very dynamic environment • To be professional and presentable at all times Desirable • ServiceNow Certified System Administrator • ITIL v3 certification • Previous experience of development and coding – scripting and use of APIs • Basic understanding of AGILE/SCRUM methodologies