Job Description

A. PURPOSE OF THE JOB

Digital Workplace Department manages an IT Service Portal, built on ServiceNow. It is also the platform for IT Service Management (ITSM) workflow automation including Incident Management, Service Requests, Problem and Change Management.


We are recruiting a Senior Lead Engineer to augment our team which is currently supporting the ServiceNow platform. Together with other members, the team aims to support various initiatives related to ServiceNow development, operations and administration for the company. We drive improvements, transform and optimise the way we operate our business, based on best practices and frameworks.

B. KEY RESPONSIBILITIES

The scope of responsibilities Includes the following:

Business Analysis

Consult business users to gather requirements, translates to technical solutions, process flow on ServiceNow platform Ensure that ServiceNow solutions implemented are well maintained to meet or exceed a stakeholder's reasonable expectations Aligned with ServiceNow implementation best practices in detailed design and implementation phases of engagements through recommendations and documentation

Processes

Build, unit test and deliver the technical solutions, process flow on ServiceNow platform, to meet business needs Participate in end-to-end testing of the solutions where relevant Participate in prioritisation of outstanding tasks Create relevant documentation Communicate to business users for delivery Life cycle management of ServiceNow applications delivery Maintain the integrity of the ServiceNow tool across production and non-production environments, following established work process

C. JOB PROFILE

Required Skills and Knowledge:

Technical

Possess deep ServiceNow application knowledge and have been widely exposed to designing and developing business processes Working knowledge of ServiceNow design, implementation, and administration Experience on ServiceNow Platform across multiple applications (ITSM / ITOM / ITAM) Experience with ServiceNow incident, change, problem, request, CMDB, knowledge management applications and Service Portal. Knowledge of ServiceNow OOTB APIs, ServiceNow best practices. Experience in developing and managing scripts, UI Policies, Client Scripts, Script Includes, ACLs, Business Rules, Scheduled Jobs, and related ServiceNow components. Experience in ServiceNow integrations, application development, custom workflows, and end-to-end implementation of platform solutions. Working knowledge of integrating ServiceNow with tools such as, other ServiceNow instances, Okta, JIRA, AWS, SolarWinds, Nexthink, VMWare Workspace One etc. Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes.

People & Management

Ability to work autonomously and set priorities to meet a deadline-driven environment. Self-motivated, hands-on, analytical, meticulous, and fast learner with a technical background. Proactive and take ownership Strong perseverance and diligence towards attaining goals and effective time management Ability to manage execution of multiple initiatives, projects, and product increments delivery. A team player who is keen to influence others with means of new technologies Good written and verbal English communication skills

D. REQUIRED QUALIFICATIONS

ServiceNow Certified System Administrator or ServiceNow Certified Application Developer Minimum of 5 years of working experience with minimum 3 years of experience in designing and developing business processes on ServiceNow Platform. * Degree/Diploma in Computer Science or related field