Job Description

Overall Purpose of this Job: The Service Now Solution Engineer is a key member of the ServiceNow implementation project team and is responsible for the overall design of the application and mapping Overall Purpose of this Job: The Service Now Solution Engineer is a key member of the ServiceNow implementation project team and is responsible for the overall design of the application and mapping client business requirements from the project team to systems/technical requirements. The Solution Engineer works as a team member along with the Project Manager, Technical Architect and supporting team members to deliver the complete solution for the customer. This position is a stakeholder facing role, and requires that to establish and manage expectations within the business and drive the IT teams to achieve those expectations to a high standard which covers but not limited to the following ITIL management function and processes within Service Now: 1) Service Desk 2) Service Request 3) Incident / Problem / Change Management 4) Asset Management and CMDB Key Service Management Responsibilities: . Maintain high performing service support functions including IT Service Desk, User and VIP escalation Support . Support the Incident, Request and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required from the ServiceNow perspective . Participate in the incident process to ensure well coordination between resolving parties, effective communication to stakeholders and post incident review for ServiceNow related issues . Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place through the ServiceNow Workflows . Ensure that Service Catalogues are well defined within ServiceNow for business usage . Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed . Drive internal and third party service review meetings covering performance, service improvements, quality and processes Key Technical Responsibilities: . Leading the ITSM Development team to continually improve the ServiceNow ITSM Solution . Work with the Internal IT Shared Services and Application Teams to gather requirements and improve ITSM Tool related standards and solutions for enhancing User experience . Work closely with the DXC to ensure that the business workflows, ebonding, automation solutions are providing key benefits to International SOS. Key Performance & Quality Responsibilities: . Make recommendations for Service Now Improvement Plans and ensure actions are followed through to completion in a timely manner . Work with internal and third party teams to ensure actions are taken and completed to protect and improve services . Enable Service Now to provide regular and accurate management reporting on IT Service performance . Be an ambassador for Service Now, working across the business to provide effective communication and project planning Job Requirements: . Tertiary Qualifications in Computer Science / Engineering or a related discipline . May hold professional qualifications such as MCP, MCSE, CCNA, & ITIL Foundation . At least 7 years' of experience in global operational aspects of commercial IT infrastructure and Service Now solutions, with 3 years' plus as incident manager of a global IT Team . Experienced Service Management and Service Now professional . Passion for Service Improvement . ITIL and Service Now Qualified . Previous experience as a Team Lead or demonstrable experience in leading virtual teams . Experience of managing 3rd parties and 3rd party delivered services . Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines . Knowledge of ITIL disciplines . Excellent leadership and people management skills . Excellent written and verbal communication skills . Willingness to support and mentor junior staff . Excellent customer facing/customer service skills . Able to work under pressure and meet deadlines . Able to demonstrate a high degree of flexibility including shift and out of hours working . Excellent organizational skills . Able to manage sensitive and sometimes confidential information . Self-motivation and able to take responsibility . Able to manage and prioritize tasks and time efficiently . Able to demonstrate initiative and a proactive approach to daily tasks . Experience working with and configuring IT Service Management Tools (e.g ServiceNow), integration and performance reporting capabilities . Travel outside home location will be required