T&DS - ServiceNow Technical Specialist

We are seeking a ServiceNow Technical Specialist to provide technical support and guidance for the ServiceNow Platform, ensuring optimal performance, usability and alignment with business needs. The ideal candidate should possess a strong understanding of IT Service Management (ITSM), ServiceNow platform functionalities, Integration techniques and have excellent problem-solving abilities.

Requirements

• Strong understanding of ServiceNow best practices
• Ability to effectively communicate with all levels of the organisation
• Ability to author clear and comprehensive documentation
• Highly organised, meticulous, structured and methodical in delivery
• Strong problem-solving skills and the ability to troubleshoot complex issues
• Ability to work independently and manage multiple task assignments
• Proficiency in ITSM and ITIL processes, with Certified ITIL v4 Foundation or higher certifications
• Minimum of 2 years working in a technology support function (preferably 2nd/3rd line support)
• Minimum of 3 years’ experience in the administration and implementation of ServiceNow
• Certified System Administration
• Certified Applicaiton Developer and Implementation Specialist in at least one of the following:
• Implementation Specialist (IT Service Management)
• Implementation Specialist (Customer Service Management)
• Implementation Specialist (Service Mapping)
• Implementation Specialist (Discovery)
• ServiceNow Micro-Certifications advantageous for this role include:
• Virtual Agent, Agent Intelligence, Asset Management, Performance Analytics, Agile and Test Management Implementation, Service Portal, Flow Designer, CSM integration with Service Management for Implementer, Automated Test Framework, Integration Hub, CMDB Configuration and CMDB Health
• Experience using Business Rules, Client Scripts, Workflows, Form Design and UI Actions
• Excellent English written and verbal communication skills is mandatory for this role
• Industry experience in IT, Tax, Accounting, Audit, Financial or Consulting Services would be advantageous but not essential
• Experience with ServiceNow ITSM, Service Portal, Service Catalogue, CMDB, Performance Analytics and reporting
• Experience of the CSM module
• Experience configuring and supporting Integrations methods, such as REST and SOAP APIs
• Strong understanding of the CSDM, and it’s application across ITSM and CSM modules
• Experience adhering to ITSM Standards and Processes that will satisfy ISO20000 (Service Management), ISO9001(QRM) certification status and for alignment with ISO27001 (Security) requirements.

Benefits

• Hybrid work
• Flexible work schedule