Senior ServiceNow Technical Specialist

8 hours ago

Makati City, National Capital Region, Philippines beBeeServiceNow Full time $120,000 - $150,000
Senior ServiceNow Technical Specialist

The team provides technical support, services, and applications to a global workforce. We are dedicated to maximizing productivity and exceeding business goals.

Key Responsibilities
  • Provide strategic direction and guidance for the administration, support, and maintenance of core ITSM (Incident, Problem, Knowledge, Change, and Request Management and CMDB), ITOM Discovery (SCCM, JAMF, Qualys) and HAM.
  • Research and analyze business requirements, develop conceptual designs to meet business needs, enhance and manage configurations in ServiceNow, test and support solution rollouts.
  • Assist advanced-level ServiceNow admins with day-to-day operations/support cases.
  • Expertise in troubleshooting ServiceNow, CMDB, and ITAM database structures, data management, and process enhancement.
  • Lead development and deployment of new integrations with internal/external systems.
  • Interface regularly with team members providing quality ServiceNow end-user support, deliver exceptional customer service.
  • Engage in Agile development, understand business requirements, test and analyze issues.
  • Participate in code reviews, change management processes, develop implement new applications and updates to existing applications.
  • Perform Tier-3 support activities, tasks for ServiceNow as required.
  • Escalate resolve software/technical problems with third-party vendors.
  • Cross-functionally collaborate with business owners, architects, analysts, project managers, engineers/developers to discuss technical options, pros/cons to meet business requirements achieve secure scalable solutions applying best practices.
Qualifications
  • Bachelor's degree in technology or equivalent experience required.
  • 6-8+ years in an IT environment with strong IT Service Management experience and solid understanding of ITIL.
  • 5-7+ years of ServiceNow experience in administration, configurations, customizations, development, enhancements, troubleshooting, end-user support, platform updates, and maintenance.
  • Proficiency in customizing ServiceNow through form customizations, business rules, workflows, client scripts, script includes, UI policies/actions, security rules, and other ServiceNow constructs.
  • Mastery of ServiceNow Core Modules, including ITSM (Incident, Problem, Change, Knowledge, and Request) and ITAM (including CMDB and HAM).
  • Strong understanding of CSDM and CMDB, integrating importing data using ITOM discovery tools (SCCM, JAMF, Qualys).
  • Advanced understanding adherence to best practices in development, test, and production environments.
  • Experience in full project life cycle development for systems and applications.
Technical Knowledge & Skills
  • ServiceNow CSA certification essential.
  • Advanced ServiceNow Administration knowledge.
  • Strong understanding of CSDM and CMDB, integrating importing data using asset discovery tools (SCCM, JAMF, Qualys).
  • Background experience in Server Administration desired.
  • SecOps Integrated Risk Management module experience a plus.
  • Experience using SDLC Agile development methodology essential.
  • Strong analytical critical thinking skills, passion for continuous improvement.
  • Self-motivated detail-oriented organized able to multitask prioritize flexible to meet changing priorities challenges.
  • SharePoint experience a plus.
Other Competencies
  • Strong communication oral written skills.
  • Experience working with various roles/levels from junior staff to managers customers.
  • Wide degree of creativity passion for process improvement expected.
  • Maintain positive environment high-performance standards.
  • Experience interacting supporting geographically dispersed clients/users.
  • Flexibility take on tasks outside own area assist team key success factor.

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