- 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
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.