PURPOSE

• Implements computer system requirements by defining and analyzing system problems, designing and testing standards and solutions.
• Develop solution by preparing and evaluating alternative workflow solutions.
• Interact with users for collecting requirements and providing technical solutions.
• Provide guidance for junior developers to complete tasks.
• Get used to the Agile development process and reach the goal of each sprint.

• Assist the manager to lead the team to provide the day to day support on the system
• Develop and implement new Service Now applications and integrations from initiation to completion, tailored to the customer requirements.
• Develop workflows and scripts to personalize existing Service Now applications and automate and improve business processes.
• Develop clear and concise technical & process documentation.
• Understand detailed requirements and own your code from design, implementation, test automation, and delivery of high-quality solutions to our customers.
• Design quality features and think about how the applications and solutions will evolve in the future.
• Solving complex problems in a highly dynamic and agile environment
• Having a strong focus on code quality and reusability
• Manage the setup, administration and configuration of Service Now.
• Manage and lead up to medium scale project team, arrange project team resources assigned according to projects implementation plan.
• Manage the day-to-day operations of Service Now code change for logic restriction, ad-hoc change request on forms update, Azure Function/AWS Lambda or other automation enhancement.
• Perform the full SDLC cycle task, i.e. system design, development, testing, implementation, support, maintenance and enhancement.
• Collaborate with the rest of the Service Now COE team, FWD countries/BUs to configure and improve core platform capabilities.
• Responsible for writing the technical documents, so that developers can follow and deliver automation, and delivery of high-quality solutions to our customers

• 3-5 years’ experience with Service NOW administration, logic and workflow design.
• Experience in application development using Python and Java Script is a must.
• Minimum 5 years’ experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms.
• 1-2 years’ experience in AWS/Azure is preferred.

• ITIL V3/V4 Certification.
• Certified as Service Now – System Administrator (CSA)
• Certified as Service Now – Application Developer (CAD)
• Certified Implementation Specialist (CIS) – ITSM
• Micro certificate – Integration Hub fundamentals
• CIS – Discovery, CIS – Service Mapping, CIS – Software Asset Management, CIS – Hardware Asset Management will be a plus.

• Demonstrating experience working with Service Now platform with the component such as ITSM pro, ITOM, IRM, BCM, ITAM, App Engine
• Experience working in cloud environments like Azure and AWS and the integration with Service NOW platform.
• Experience in IT service management.
• Ability to analyze, troubleshoot and resolve complex software applications or integration related problems.
• Applies standard methodology, techniques, procedures and criteria.
• Ability to analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results.
• Up-to-date knowledge of marketplace and technology changes pertinent to Service Now, monitoring tools, and ITIL processes, e.g. Gen AI integration with MS Open AI or NOW Assist in ITSM Pro.