ServiceNow Technical Expert

Profile

This position requires deep technical understanding and experience in the ServiceNow platform

and the ITSM and CSM applications. The principal function will be to help and guide the service

in the context of the maintenance and continuous improvement of the ServiceNow platform. (Principally on ITSM and CSM modules but also on ITOM, HAM,

HRSD and SPM modules) This position requires valuable experience of ServiceNow roles as

'Platform administrator' (principally to share and guide some junior profiles), 'Business analyst'

(to gather and translate business requirements to onboard the services), 'Integrations expert'

(to identify failures and provide analysis for development improvements), 'CMDB manager'

(define CMDB/CSDM scope/vision, ensure data quality & compliance) and 'Developer - low

code' (to guide some junior/business profiles to build catalogue items, release new applications,

plugins, ).

Experienced ServiceNow expert with a broad knowledge of the core platform and ServiceNow

applications to be involved in a variety of activities:

• ITSM and CSM maintenance

• CMDB configuration & data quality control

• CSDM data modelling

• Performance Monitoring and Management

• Data Archiving and Rotation

• Modification of System Properties

• Core Integration Updates and Maintenance

• Search Management

• Index Identification and Creation

• Migrate Update Sets to UAT and Prod

• Instance Cloning

• Upgrade Planning and Execution

• Configuration Reviews

• Application Plugins management

• Instance patch Management

• Notifications set up

• Health Scanning follow-up

• Error Identification and Remediation

• Define and maintain operational procedures

• Level 3 support

Responsibilities:

• Setup, administration and troubleshooting of the ServiceNow platform (including
• components such as MID servers)
• Evolutive maintenance, support and development of extra functionalities for the ITSM/CSM
• applications
• CMDB & Data Quality management
• Monitoring, administration and troubleshooting of integrations of ServiceNow with other
• corporate systems
• Managing ServiceNow releases from sub-production to production environments and
• platform upgrades
• Testing of new features, functionalities, and releases
• Liaising with users and customers for incidents and requests
• Liaising with ServiceNow for monitoring the ServiceNow platform and raising incidents to
• ServiceNow
• Knowledge transfer with the team and other EC teams and users

Required skills:

• ITIL foundation certified (and proven experience with ITIL processes)

• ServiceNow System Administrator Certification

• ServiceNow Implementation Specialist Certification

• Knowledge and certifications in ServiceNow products (ITSM, CSM, HRSD, SPM, )

• Good understanding of ServiceNow CMDB, CSDM

• Experience with Web services (Xml/Soap/Rest)

• Basic knowledge of Java scripting (for light customization purpose)

• ServiceNow App Engine experience