ServiceNow ITSM CMDB Technical Expert

Must be fluent English and Fluent Spanish Speaker

Description
Main activities and accountabilities:

In the scope of large ServiceNow CSM/ITSM/ITAM transformation projects we are looking to reinforce our ServiceNow technical team.
The candidate will join a project where an external vendor is delivering the implementations and Amadeus is driving the functional design. Their role would be to improve the overall quality and take over more complex / sensitive topics that must be delivered on time.

Main activities and accountabilities:

The technical expert we are looking for will:

• Translate business requirements into ServiceNow features focusing on minimizing the level of customizations
• Collaborate with the SN Architect on the design development and support of ServiceNow solutions employing best practices in architecture design and development.
• Deliver ServiceNow CSM or ITSM & ITAM implementations including one or several of the following:
o Core platform implementations (case incident mim service catalog…)
o CSM Portal / Employee Center enhancements
o integrations with 3rd party tools
• Review and optimize implementations done by other developers ensuring better low customization adherence optimal performance scalability and security
• Develop enhancements that were identified as gaps during the UAT phase and potentially review exiting designs to improve them.

Professional Skills (Methods & Processes)
• Knowledge of ITIL processes and the Customer/Employee Support context
• Good understanding of release management and code versioning best practices
• Strong problemsolving skills with the ability to work crossfunctionally in a fastpaced and rapidly changing work environment
• Specification writing: ability to clearly document the functional requirements including inputs outputs considered solution and alternatives high level design and integrations
• Testing Strategies: Experience of both technical and functional testing including test script writing and execution.
• Agile Methodology: Experience of working in SCRUM.

Soft Skills
• Team player: Ability to efficiently collaborate within and outside of the team and adapt to the audience (technical functional junior senior management etc
• Proactive: propose help and assistance in problem solving detect issues and propose solutions have a creative approach and propose improvement strategies
• Excellent communication
o Express ideas and opinions clearly define messages and reach a common understanding of issues addressing the audience effectively
o Active listener seeks clarification and confirms understanding
o English: Excellent

Technical & Functional
o 6 years Handson ServiceNow CSM and/or ITSM experience. ITAM is a plus.
o Expert in Service Portal management and customization (with practical experiences)
o Excellent knowledge of Case Incident and Request management Service Catalog definition and setup with practical experiences
o Good knowledge of the ServiceNow Platform and its core features (main applications shared capabilities CMDB…)
o Experience of integrations with 3rd party tools (scripted APIs and Integration Hub)
o Excellent knowledge of Workspaces UI Builder Flow Designer
o Additional experience in ITOM is a plus