Sparktek
Role: ServiceNow - Practice Head
Location: San Jose, CA / Dallas, TX
Duration: Fulltime
Key responsibilities Experienced ServiceNow Architect with proven capability and experience to support building ServiceNow Capability. Design accountability for Organization's ServiceNow strategic platform Lead the ServiceNow solution architecture design and enhancement activities across Enterprise ServiceNow program of work, ensuring the technical integrity of any ServiceNow projects Assures technical integrity of proposed solutions by ensuring that co-ordination, Organization's governance and change control are applied to technical specifications and to the technical infrastructure. Advises on the impact of design options to related programs and on the process for assessing such impact. Co-ordinates design and development activity within a program, acting as custodian of plans and policy for the platform. Drives cost transparency in the development and maintenance of ServiceNow enhancements and ensures value tracking. Stays current on ServiceNow products, architecture and applicable integrated technologies Responsible for supporting, developing, configuring, testing, implementing, and maintaining the Service Desk application - Service Now. The role will work closely with the business, 3rd party development partner and IT teams. Additional Responsibilities
Provide application support for Service Now Interpret logs to troubleshoot and resolve reported incidents and defects in Service Now ITSM Platform Ensure adherence of process/standards Handling Incident tickets/queries within the customer agreed Service Levels & escalated tickets to next level support as needed Build Service Now Reports, dashboards and homepages and perform health checks Administer the Service Now instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions Configure and maintain service now workflows Configure application related fields, forms, views, email notifications, acceptance roles and access controls Sound knowledge of Service Now application(s) integration with third party systems/applications. Participate in internal and customer meetings identify unique use cases for the Service Now platform Demonstrates requirements gathering and analysis, solution design, development task management, quality assurance and release management Demonstrates working knowledge of Service Now core architecture and especially modules such as Service Catalog/Incident/Change/Problem Management/ Knowledge Management/ Self-Service Portal Ability to work directly with internal (IM) and external clients Collaborate effectively to develop solutions and handle general updates and configuration changes/requests. Skills / Experience required
Experience in a customer-centric support role, preferably in environment providing IT services Experience in Application Support or IT support. A detailed understanding of the user / business function, work process and key business outputs. Experience of development life cycle methodologies. Experience of service desk applications including configuration. Detailed understanding of ITIL processes and application Scripting experience - JavaScript, HTML ServiceNow Certified System Administrator qualification or proven recent experience in system administrative duties in ServiceNow. ServiceNow Implementation Specialist and Application Developer are added advantages. Ability to take initiative to identify the work required and either organizing, facilitating or performing the work A team player who can balance need, risk and pragmatism when developing solutions. Proven capacity for problem solving and troubleshooting Good analytical skills, structured and methodical approach, highly organized
Key responsibilities Experienced ServiceNow Architect with proven capability and experience to support building ServiceNow Capability. Design accountability for Organization's ServiceNow strategic platform Lead the ServiceNow solution architecture design and enhancement activities across Enterprise ServiceNow program of work, ensuring the technical integrity of any ServiceNow projects Assures technical integrity of proposed solutions by ensuring that co-ordination, Organization's governance and change control are applied to technical specifications and to the technical infrastructure. Advises on the impact of design options to related programs and on the process for assessing such impact. Co-ordinates design and development activity within a program, acting as custodian of plans and policy for the platform. Drives cost transparency in the development and maintenance of ServiceNow enhancements and ensures value tracking. Stays current on ServiceNow products, architecture and applicable integrated technologies Responsible for supporting, developing, configuring, testing, implementing, and maintaining the Service Desk application - Service Now. The role will work closely with the business, 3rd party development partner and IT teams. Additional Responsibilities
Provide application support for Service Now Interpret logs to troubleshoot and resolve reported incidents and defects in Service Now ITSM Platform Ensure adherence of process/standards Handling Incident tickets/queries within the customer agreed Service Levels & escalated tickets to next level support as needed Build Service Now Reports, dashboards and homepages and perform health checks Administer the Service Now instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions Configure and maintain service now workflows Configure application related fields, forms, views, email notifications, acceptance roles and access controls Sound knowledge of Service Now application(s) integration with third party systems/applications. Participate in internal and customer meetings identify unique use cases for the Service Now platform Demonstrates requirements gathering and analysis, solution design, development task management, quality assurance and release management Demonstrates working knowledge of Service Now core architecture and especially modules such as Service Catalog/Incident/Change/Problem Management/ Knowledge Management/ Self-Service Portal Ability to work directly with internal (IM) and external clients Collaborate effectively to develop solutions and handle general updates and configuration changes/requests. Skills / Experience required
Experience in a customer-centric support role, preferably in environment providing IT services Experience in Application Support or IT support. A detailed understanding of the user / business function, work process and key business outputs. Experience of development life cycle methodologies. Experience of service desk applications including configuration. Detailed understanding of ITIL processes and application Scripting experience - JavaScript, HTML ServiceNow Certified System Administrator qualification or proven recent experience in system administrative duties in ServiceNow. ServiceNow Implementation Specialist and Application Developer are added advantages. Ability to take initiative to identify the work required and either organizing, facilitating or performing the work A team player who can balance need, risk and pragmatism when developing solutions. Proven capacity for problem solving and troubleshooting Good analytical skills, structured and methodical approach, highly organized