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Job Description
ACCOUNTABILITIES
Key Responsibilities
- Act as escalation point for incidents and problems, and represent the ServiceNow platform in the Major Incident Process
- Supports problem management and CAPA for complex scenarios.
- Provide transparency about operational performance (metrics, trends, findings) and drive service reviews with stakeholders
- Ensure the Platform Capacity is proactively managed and aligned with the Platform Roadmap
- Ensure transparency on license consumption and ensure only licenses products are deployed and used
- Overseeing instance landscape and ensure instance alignment and integrity across the stack
- Take responsibility for the technology life cycle activities within the ServiceNow platform, for example patching, and vulnerability response.
- Own the Operational Handbook for the ServiceNow platform and dependent products.
- Managing internal and external suppliers’ performance to ensure services are delivered to the agreed SLA.
- Take responsibility for the Continous Service Improvement within the ServiceNow platform
- Ensure that an up-to-date configuration is maintained, manage configuration changes and/or ensure that configuration items are identified, accounted, reported, verified and audited.
- Ensure proper user and access management, adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders.
- Ensure ongoing monitoring of the Platform Health
- Own and manage the platform foundation data, ensure it’s quality and integrity, prevent issues having foundation data as root