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.