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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