Job description:
ServiceNow Platform Administrator (Integration Specialist).
The primary objective of this role is to deploy, maintain and improve the ServiceNow Service Management platform used by Capita to support its external customers and internal staff. The role will be leveraging technology to deliver proactive IT Operations through implementation, automation, integration, and management, of primarily ITSM related toolsets and environments and will require demonstrable experience and in-depth knowledge and expertise in processes, tools, and frameworks to improve overall quality, efficiency, and experience of services being delivered.
Responsibilities:
• Responsible for managing the ServiceNow platform and maintaining uptime operationally - this includes the ITSM, CSM, ITBM and Performance Analytics modules.
• Responsible for regular patching, hot fixes, and version upgrades in line with the product roadmap, ensuring these are tested appropriately.
• Creating product backlogs and pipelines to ensure sprints and stories are worked on and delivered to a high standard and on time.
• Manage release plans to ensure best use and development of available functionality.
• Continuously improve the platform offering and collaborate with other areas of the Operations team to ensure we are using ServiceNow to its full potential.
• Provide BAU support for any ServiceNow incidents and requests, liaising with customers and 3rd party teams as necessary.
• Provide training sessions as required by support teams, necessary to manage the ServiceNow platform.
• Create system user guides/process summaries and provision of training/familiarisation across the ServiceNow Platform.
• Identify system deficiencies and recommend solutions.
• Follow ServiceNow best practices (including scripting, security, implementation).
• Determines which integration method(s) will be used, integration directionality, and attributes.
• Participates in any data normalization required prior to being imported / inserted into ServiceNow.
• Participates in platform, process, and integration testing.
Desired skills/experience:
• Experience working as a ServiceNow Application Support Engineer, carrying out system maintenance and upgrades.
• Experience using Business Rules, Client Scripts, Workflows, Form Design and UI Actions.
• Experience of the CSM module.
• Experience with ServiceNow ITSM, Service Portal, Service Catalogue, CMDB, Performance Analytics and Reporting.
• Excellent understanding of ServiceNow platform administration.
• Demonstrable knowledge of Platform Integrations and data normalization.
