Job Description & Summary
The Opportunity
The ServiceNow DevOps Engineer is responsible for administering, maintaining and continuously improving the ServiceNow platform, including modules from the ITSM and HRSD, portals, etc. The candidate would be working as part of the DevOps team and would collaborate with the overarching Platform Delivery team to manage software development, releases and changes.
The role would involve platform development, platform monitoring, performance management, user management, patch management, security management, service level management, as well as compliance and audit support.
Additionally, the candidate will provide level 2 end-user support by following a defined process for logging, tracking and resolving incidents and service requests. Overall, the expertise of this role in ServiceNow administration and support would enable the candidate to optimize services, processes and enhance the overall efficiency of IT service management within the organization.
What you will be doing
You administer and support the ServiceNow platform
You continuously monitor and report on service levels, platform performance and health, proactively identify and resolve performance bottlenecks, implement performance tuning and optimization
You provide level 2 support for handling and resolving incidents
You operationalize the Change Management Process by managing and implementing changes to the platform, coordinate with stakeholders of the Platform Delivery team to schedule and approve changes, while ensuring minimal disruption to services during changes
You support the planning, scheduling, and executing of the platform (vendor) releases, updates and security patches
You ensure smooth deployment processes and rollback plans if needed
You maintain existing internal services for platform users as well as develop and deploy new ones (e.g. access requests, group configuration etc.)
You develop, test, and deploy minor enhancements for continuous platform improvements, and fixes to issues based on proactive measures or reported incidents, in alignment with the Platform Delivery team
You support and be part of the handover process from the DevOps Team to Operations, e.g. for finished project deliveries
You manage user accounts and permissions based on Incidents or Service Requests
What we need from you
You hold a Bachelor degree in Business Administration or Computer Science
Certificate for Certified System Administrator (CSA)
You have at least 3 years experience in administering and configuring the ServiceNow platform, the Service Portal, as well as report and dashboard creation
You have at least 2 years experience in software development on ServiceNow (UI Builder, Flow Designer, Java Script)
You have at least 3 years proficiency in ServiceNow modules from the ITSM and HRSD stacks
You have at least 2 years experience of ServiceNow customization techniques, including form and workflow configuration, UI policies, and business rules
You are familiar with ServiceNow integrations and ability to develop and maintain integrations with other systems using APIs or by other means
You have 2 years experience in the areas of HTML, CSS, XML, JSON and Microsoft Azure
You are self-driven to stay up to date with the latest features and best practices in ServiceNow
You have the ability to manage multiple tasks and prioritize effectively
You have a meticulous attention to detail and ability to provide well-documented records
You are fluent (written and spoken) in English.
What is nice to have:
ITILv4/v5 Foundation – recommended
Other ServiceNow certifications (e.g. CAD, CIS's, etc) and micro-certifications;
You understand network concepts, GDPR, data security and information security standards .
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