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About the role
- APPLICATION CONFIGURATION MANAGEMENT: Builds complex application configurations to meet user and business requirements while identifying improvements to complex application support processes and procedures. - APPLICATION DEVELOPMENT & DEPLOYMENT: Performs advanced programming, configuration, testing and deployment of fixes or updates for application version releases. - USER COMMUNICATION & SUPPORT: Plays a key role and keeps an open channel of communication with users to respond to complex application support requests and needs. - APPLICATION SUPPORT: Conducts complex technical application support activities to deliver on business outcomes. - STAKEHOLDER MANAGEMENT: Partners with multi-functional teams, including developers, product managers and business partners to ensure configurations align with standards and project goals. - INCIDENT & REQUEST MANAGEMENT : Leads prioritization of incoming incident tickets and user requests. - VENDOR MANAGEMENT: Handles positive relationships with software vendors and negotiates complex contracts. Qualifications - Minimum requirement of 5 years or more of relevant experience. - Minimum of 5+ years of ServiceNow related work experience and 10-16 years overall experience - Certification in ServiceNow under CIS IT Service Management - Prior Experience in designing and implementing ServiceNow Case Management, Query Management and Workflow management Preferred Qualification: - Lead Change - Level 2 - Develops resiliency to positively navigate change, work within uncertainty, and support others through the process. - Demonstrate Digital Technology & Data Fluency - Level 2 - Understands the importance of information security, embracing and integrating current technologies to contribute to team performance as well as working on how to use data to aid in decision making. - Build Financial & Business Acumen - Level 2 - Looks to increase financial and business understanding to draw accurate insights and use information as a strategic tool. .
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