We are seeking a ServiceNow ITSM Specialist with a strong technical background to oversee incident and problem management processes, ensuring timely resolution of issues and identifying root causes for continuous improvement. This role requires a balance of expert-level platform administration, configuration, and customization, alongside strong communication skills to collaborate with cross-functional teams and multi-stakeholder environments.
Core Responsibilities
Process Ownership Oversee end-to-end incident and problem management processes, ensuring rapid resolution of client-reported issues while conducting root-cause analysis to drive continuous platform improvement.
ServiceNow Development Understand business requirements for enhancements and develop/update custom workflows, UI policies, and business rules within the ServiceNow ITSM platform.
Platform Administration Manage ServiceNow platform administration, configuration, system upgrades, and patching, while consistently tuning applications for peak performance and usability.
Cross-Team Collaboration Partner with cross-functional teams and stakeholders to integrate ServiceNow into overall project strategies and support workflows, adapting flexibly to changing business needs.
Continuous Improvement Analyze and fix ServiceNow ITSM module issues, maintaining compliance with platform best practices and staying updated on new features and product roadmaps.
Job Requirements
Technical Skills
3+ years of experience in ServiceNow ITSM development and administration within a technology-led industry.
Strong experience and structural understanding of ServiceNow development and integrations for the ITSM module.
Proficiency in Java Scripting within the ServiceNow platform.
Proven track record with ServiceNow issue analysis, bug fixing, and platform tuning for performance and usability.
Professional & Operational Skills
Demonstrated ability to resolve client-reported incidents in a timely, efficient, and SLA-compliant manner.
Excellent communication skills with proven experience liaising in a multi-stakeholder environment.
A adaptable and adaptive approach to accommodate shifting business priorities and requirements.