The ServiceNow Technical Consultant is responsible for designing, supporting, developing, configuring, testing, implementing, and maintaining the ServiceNow environment. The technical resource will work closely with business and IS teams to gather input to support ongoing business needs for ServiceNow configuration, development, implementation and support. This includes deploying new releases and/or enhancements; performing systems testing; maintaining and supporting the operational functions; monitoring usage and performing daily administrative tasks.
Serves as primary point of contact for ad hoc support of the client’s ServiceNow applications, including maintenance and enhancement activities.
Provides assistance to the functional teams, builds requested items and tasks using workflows to manage and improve processes.
Collaborates with the client and internal teams to gather and document user and process requirements, functional requirements, and develops technical requirements.
Designs and documents technical design to meet client requirements.
Delivers end-to-end automated solutions which include implementation of the ServiceNow platform, core system and its additional applications.
Designs and develops 3rdparty integrations with ServiceNow, using approaches common to ServiceNow such as web services and or direct database access integrations
Works directly with end users to resolve support issues within ServiceNow.
Defines and configures Service Level Agreements (SLAs).
Monitors health, usage and overall compliance of ServiceNow and its applications.
Acting as a best practice agent in monitoring and reporting on the health, performance, and compliance of the core ServiceNow platform as well as custom solutions.
Creates and configures Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each.
Creates and configures Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow.
Coordinates and facilitates application and platform upgrades.
Creates ServiceNow reports and dashboards.
Deep understanding of ServiceNow functionality and how ITIL processes can be automated in ServiceNow to include, but not limited to Incident Management, Change Management, Problem Management, Asset Management, CMDB Management, Service Catalog, Problem Management, Knowledge Base, and Service Portal modules.
Ability to design and build applications that meet business goals and objectives.
Proven experience implementing and customizing a web architected, n-tiered enterprise application.
Development experience with Service Oriented architecture and web services integration (SOAP, WSDL, REST).
Integration (interfacing) of enterprise software systems.
Experience creating ServiceNow update sets, promoting and testing through multiple instances and into production.
Excellent interpersonal skills; ability to communicate clearly, knowledgeably, and personably, orally and in writing.
Experience in customer service; skilled and committed to meeting expectations of internal and external customers.
Ability to acquire new skills quickly and learn on the job.
Strong desire to innovate, ability to multitask and possesses a commitment to excellence and Continuous Service Improvement (CSI)
Bachelor's Degree in Information Services, Computer Science, or related program required
Certifications:ServiceNow System Administrator Certification, ServiceNow Advanced Scripting Certification, ServiceNow Implementation Specialist Certification, and/or ITIL V3 Foundation Certification, ServiceNow Developer
Minimum of five (5) years’ experience in Information Services environment and minimum of two (2) years’ experience with ServiceNow administration in an enterprise environment.