Roles and Responsibilities:
Work within standard procedures and work instructions under the close guidance of more experienced colleagues.
Test software or applications, fix straightforward bugs, and escalate problems related to functionality issues.
Suggest recommendations for bug/problem resolution.
Mandatory Skills:
Bucket 1:
Incident and Major Incident Management (MIM)
Problem Management
Change Request Management
Service Level Agreements (SLAs)
Release Management
DevOps CI/CD - TCM
Bucket 4:
Knowledge Management
Service Portal
Surveys
Asset Management
Key Requirements:
Experience in IT Service Management (ITSM)
Proficiency in Asset Management
Knowledge of Service Portal (Optional: Portal development experience preferred)
Expertise in Client and Server-side Scripting
Experience with Integrations using Flow Designer and other integration approaches
Debugging skills
Optional Skills:
Familiarity with portfolios such as Shell IDT/Enterprise IDT/IT4IT/Request to Fulfill
Project Overview:
Project Scope:
Includes both BAU (Business As Usual) and implementation/recent integrations related to all mandatory modules listed above.
Description: ServiceNow IT Engineering DevOps team is dedicated to ITSM Product Owners and focuses on delivering all ITIL processes as instructed by ITSM Product Owners.
Focus Areas:
Improvements for reliable and secure operations
Compliance (control standardization & automation)
Process area enhancements
Program Details:
Business Application: ServiceNow IT Service Management
Project Type: IT Product
Project Class: Process Improvement & Compliance
DevOps BAU Development Team: Responsible for all ITIL processes, such as Request, Incident, Change, and Asset.
Shared Costs: Running ServiceNow DevOps includes ServiceNow Design Authority, Architecture, Release, and Platform Team.
Dependency: Detailed scope relies on user stories created by the ITB.