Role: ServiceNow Engineer
Location: Abu Dhabi, UAE
Long-term Contract
Job Description:-
The job holder will be responsible for:
- Administration, Maintenance, and Support of ITSM platforms such as Access Management, Master data management, Reporting, patching, and version upgrades.
- Implement and enhance key ITSM components of the ServiceNow platform i.e. CMDB, Change management, Service Request, Knowledge management, Incident Management, Reporting, Asset Management, Problem Management, Service Portfolio Management, Walkup module, Virtual Agents, Service Portal, Predictive intelligence in compliance with Business Technology strategy to support the operational needs internal and external stakeholders.
- Conduct workshops with Internal and external stakeholders to gather ServiceNow-related requirements. Design, Propose and Implement the technical solution for the gathered requirements as per industry best practices aligned with DA Business technology strategy and standard procedure.
- Implement and Support key ITOM components of the ServiceNow platform such as orchestration, CMDB, Discovery, and Integrations.
- Implement and Support ServiceNow Business applications such as ITAM GRC, DevOps, HRSD, etc.
- Implement and Support ServiceNow custom applications as per organizational needs.
- Keep the system up to date with the latest features and security patches by upgrading ServiceNow to the latest platform version whenever available
- Provide day-to-day support for ServiceNow-related issues/requests as per defined SLAs.
- Develop and generate operation reports for BT Management
Qualifications:
Bachelor’s Degree
Specializations:
Computer Science or Computer Engineering field or equivalent field
Professional/Regulatory/Certification Requirements:
- ITIL V4 Foundation is required
- Knowledge of ITIL processes and service management in the enterprise including certification
- Certified in ServiceNow tools is preferable
Industry Experience:
IT Service Management
IT Operation Management
Asset Management
Governance and Risk Management
IT Financial Management
Core Activities Experience:
The job holder should have strong experience and understating in: • Implementation of IT Service Management Process • Implementation of IT Service Management Tools • ServiceNow (IT Service management, Asset management, GRC, HRSD, and Operation management modules)• Support Software Asset Management Tools integration with ServiceNow • Develop ServiceNow Custom applications. Implement Integration of ServiceNow with Third-Party Software
Skills, Tools, and Systems Experience:
- Demonstrated experience working in IT Service Management Domain
- Demonstrated experience working with the ServiceNow toolset the at System Administrator level
- Experience in implementing and supporting ServiceNow ITSM, ITAM, ITM, GRC , DevOps, HRSD
- Experience in upgrades to the ServiceNow platform
- Solid ServiceNow Developer knowledge and experience
- Skills with using JavaScript, REST, and SOAP integrations
- Experience with ServiceNow App Engine Studio with UI Builder
- Experience designing and developing ServiceNow process flows and workflow
- Experience working with external service providers
- Business/customer facing experience
- Experience with Project Management methodologies and practices
- Has sufficient communication skills for effective dialogue with customers, suppliers, and partners
- Ability to plan, schedule and monitor own work within the short time horizon
- Knowledge of the Aviation industry and aviation solutions is preferable but not mandatory
- Operating knowledge of ITIL 4 Foundation and ISO 20000 is desirable
- Knowledge of the existing technology services and current schemes at Dubai Airports, or similar airports/organizations is desirable
- Expertise in ServiceNow tailoring tools such as Business Rules, Script includes, Client Scripts, REST APIs, PowerShell scripting, ACLs, UI Policy, Workflows, Flow Designer, UI builder, Notifications, SLAs, Service Portal Customization, etc.
Job Accountabilities and Weightage
Support, Maintain and administer Service Management ServiceNow Instances
- Administrate and support ServiceNow Platform and ensure the system performance and availability.
- Perform the day-to-day operation related to ServiceNow as per defined SLAs.
- Load, manipulate and maintain data within/between Service-now and other systems.
- Perform ServiceNow administrative tasks such as user access/role management, group management, Master data management, report creation etc.
- Perform daily system health checkup for all the automation and Integration and apply fixes for any observed issues.
- Perform ServiceNow upgrades, ensuring appropriate planning, cloning, testing and fixing any issues which have occurred prior to implementation.
- Documenting ServiceNow SOPs, User manual and guides.
Implementation and Support of ITSM Applications
- Implement, Enhance and configure all ITSM applications such as Incident management, problem management, change management, release management, request management, service portfolio management, knowledge management, Service Portal customizations, walk-up modules, agent intelligence, predictive intelligence, etc.
- Gather requirements and build new catalog items, and request workflows.
- Test and deploy all the new functionalities developed in-house or by the external vendor for ITSM applications
- Prepare solution design documents and SOPs for all the functionalities developed for ITSM applications
- Participate in all the workshops related to ITSM application implementation/enhancements and propose technical solutions based on industry best practices.
Implementation and Support of ITOM Applications and Integrations
- Integrate multiple Service management and operation management tools together to build a centralized seamless
- service management platform that manages and monitors all BT infrastructure and applications systems.
- Integrate Service management and operation management tools with other system like Splunk, Tableau, MF uCMDB, SCCM, OMI, NNMi, Active Directory, NetApp, MicroFocus NA, vCenter, Oracle GRP, etc.
- Implement Service request automation using the Orchestration capability of the ServiceNow platform including the powershell script or REST/SOAP web service required for the automation.
- Integrate and support ServiceNow with Event Management tools to convert Events into Incidents.
- Ensure CMDB data accuracy through discovery or integration with any third-party software such as Micro Focus uCMDB, Nexthink, SCCM, etc.
- Creation and/or support of integrations of any third-party software with ServiceNow using REST/SOAP APIs or integration adapters or integration packages.
- Prepare an Integration control document as per the template and standards.
- Test and deploy all the integrations built in-house or by an external vendor.
Implementation and Support of ServiceNow Applications GRC, ITAM, HRSD, DevOps
- Implement and Support ServiceNow applications such as GRC, ITAM, HRSD, DevOps
- Conduct a workshop to gather requirements related to as GRC, ITAM, HRSD, and DevOps applications and transform the gathered requirements into technical solutions.
- Test and deploy all the new functionalities developed in-house or by external vendors for GRC, ITAM, HRSD, and DevOps applications
- Prepare solution design documents and SOPs for all the functionalities developed for GRC, ITAM, HRSD, and DevOps applications.
Continues Improvement
- Provide recommendations to continue enhancing the BT Service Management Platform (Service Now ) in alignment with the BT Service Management strategy.
- Optimize the Service Management and operation management environment and ensure that the process and tools are continuously improved and fit the purpose in alignment with the IT Service Management best practice (ITIL).
interested candidates, please send your cv to [Click to show email]