RESPONSIBILITIES

• Manage and coordinate resolution for requests and incidents together with system developers against ServiceNow applications
• Monitor incoming incident and request queue and make sure those are properly assigned and resolved according to SLAs and set priorities
• Manage incident and problem management processes
• Initiate changes based on incident and problem root cause analysis, where systems stability and performance can be improved
• Collaborate together with ServiceDesk to understand which skills and knowledge are needed for them to more efficiently resolve CSMS related incidents or requests
• Perform routine maintenance to include performance monitoring and error identification/remediation
• Schedule and verify instance clones
• Lead ServiceNow all environment upgrade planning and execution
• Manage instance security, user/group accesses/access control lists
• Support business for configuration work

REQUIREMENTS

• Familiar with ITIL best practices(incident, service request, and problem management)
• Strong communication and collaboration skills
• Proactive and self-organized
• Knowledge of data structures and basic structuring principles​
• Ability to document and maintain process documentation
• Experience in IT Operations and Maintenance
• Experience in administrating environments and databases

The following skills would be considered as an advantage:

• ​JavaScript knowledge or any other scripting experience
• Basic understanding of cloud technologies
• ​Knowledge of web integration principles and protocols
• ​Knowledge of database performance optimization principles
• Knowledge of ServiceNow platform
• Knowledge of different agile frameworks