Duties and Accountabilities- Effectively design, implement, monitor, control, and close all technical tasks related to configuration and implementation of all aspects of the service management tool.
Be responsible for software coding and customization including, but not limited to: screen tailoring, data imports, integration, workflow administration, third-party software integrations, scripting, and custom application development.- Manage and solve technical data and transformation problems
Review, engage and contribute to development of Knowledge Base.
- Create and maintain system design and operations documentation.
Update and maintain a comprehensive testing procedure for service management tool upgrades with the purpose of confirming all applications for use after the completion of the upgrade.- Develop test cases for functional, UAT testing, resolution of reported defects and perform integration testing using sample data;
Render forms, lists, UI Pages, and many other things in Service-now.com with the help of Jelly.
- Undertake any other reasonable duties as requested by the Service Delivery Manager.
Stay up-to-date with industry best practices, emerging technologies, and regulatory requirements related to incident management, ensuring compliance and continuous improvement.- Work closely with the Service Operations team and related ITSM modules to assist with tasks carried out by other Service Managers
Participate in testing and deployment activities related to patches and upgrades.
College degree in any IT related course or equivalent work experience- 3 years+ experience with ServiceNow administration
Up-to-date understanding of marketplace and technology changes relevant to ServiceNow, monitoring tools, and ITIL processes
- Ability to analyze, troubleshoot and resolve complex software application-related problems;
Experience troubleshooting integration management, security, and application issues;- Must be able to multitask and work in a fast-paced environment.
Must have good communications skills, customer service skills, problem-solving/trouble-shooting, follow-up skills and organizational skills
ServiceNow Certified Application Developer
- Experience with JavaScript, XML, HTML, CSS, and web service integrations using REST, SOAP, etc.
Demonstrated ability with ServiceNow incident, change, problem, request, CMDB, SPM, service portal and knowledge management applications;- ITIL Foundation certification or practical experience of ITIL is desirable with knowledge of the Change and Configuration Management processes with experience of ServiceNow.
Experience in delivering IT Transformational Projects (ITIL processes and / or tool sets)
Work location Makati
- Work set-up Hybrid (2x per week onsite)
* Amenable to shifting schedule (AsiapAc, EMEA and Americas)
- Amenable to changing day-offs (rest days can fall on weekdays)
Job Type: Full-time
