ACCOUNTABILITIES
- 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 suppliersperformance 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 its quality and integrity, prevent issues having foundation data as root cause.
- Collaborate with ServiceNow vendor to manage instance changes, including patches, maintenance activities, case escalations, and security notifications.
- Own and oversee audit requirements, ensuring compliance with internal and external audit obligations.
- Act as a team leader for the ServiceNow technical support team taking over day-to-day managerial responsibilities inc