Service & Operations Management Function is responsible for the overall orchestration, control and management of service delivery processes across all services and service providers to enable service management and seamless delivery of end-to-end services within SLA.

The ServiceNow Engineer is responsible for the designing, testing, implementing and maintaining IT and business solutions using the ServiceNow platform. He/she evaluates demands and creates technical concepts to implement solutions according to business as well as IT requirements by utilizing out of the box / standard functionality or developing and customizing applications. He/she acts as 2nd and 3rd level support and is the interface between business and the ServiceNow platform for developing, testing and implementation in a fast paced organization.

Job functions

• Develops technical specifications and makes recommendations towards implementation of standard functionality or configuration of individual solutions
• Analyzes requirements, develops specifications and designs innovative solutions to business problems or recommendations to improve system capabilities automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap
• Builds service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service
• Performs technical validation and testing to ensure requirements are satisfied
• Evaluates and aligns solution concepts created by implementation partners or other functional areas
• Supports in developing system architecture/interfaces
• Loads, adapts and maintains data between ServiceNow and other systems
• Recommends improvements and/or changes to technical design where appropriate
• Performs coding and moving changes across platforms (dev/test/prod)
• Works in an agile environment and is experienced in agile development methods
• Participating in the project planning process with business and IT specialists
• Supporting multiple projects as team member or development team leader
• Creates and implements technical documentation incl. operational processes, test activities and quality standards
• Analysis of errors and their elimination in the context of incident and problem management, supports failure and disaster recovery tests
• Reviewing modules for quality assurance, system integrity and security, checks compliance with architectural standard
• Performs regular data audits and resolve identified issues if found
• Identifies and drives creation of best practices and organizational standards
• Provides 2nd and 3rd level support for the ServiceNow platform and its modules
• Ensures that implementations and ongoing services are delivered on time and meet client requirements
• Supports internal service review meetings covering performance, quality aspects and processes
• Supports security management and execution of risk management processes of technical service operation in accordance to company frameworks
• Escalates to vendor for defect and incident resolution as required
• Stays current with new technologies and effectively recommends strategy updates and change in direction