ServiceNow DevOps Engineer

Job Description & Summary

The ServiceNow DevOps Engineer is responsible for administering maintaining and continuously improving the ServiceNow platform including modules from the ITSM ITBM HRSD and SPM stacks custom apps virtual agents and portals. The candidate would be working as part of the Operations Support and Development team and collaborate with the Platform Delivery team to manage software developments releases and changes.

The role would involve platform development platform monitoring performance management user management patch management security management service level management as well as compliance and audit support. Additionally the candidate will provide level 2 end-user support by following a defined process for logging tracking and resolving incidents and service requests. Overall the expertise of this role in ServiceNow administration and support would enable the candidate to optimize services processes and enhance the overall efficiency of IT HR and L&D Service Management service management within the organization.

Job Duties:

Administer and support the ServiceNow platform

Continuously monitor and report on service levels platform performance and health proactively identify and resolve performance bottlenecks implement performance tuning and optimization

Provide level 2 & 3 support for handling and resolving incidents communicate with vendor support depending on the context & complexity of issues

Operationalize the Change Management Process by managing and implementing changes to the platform coordinate with stakeholders of the platform delivery team to schedule and approve changes while ensuring minimal disruption to services during changes

Support the planning scheduling and executing of the platform (vendor) releases and updates

Ensure smooth deployment processes and rollback plans if needed

Maintain existing internal services for platform users as well as develop and deploy new ones (e.g. access requests group configuration etc.)

Develop test and deploy fixes to issues based on proactive measures or reported incidents in alignment with the Development Team

Develop test and deploy minor enhancements in alignment with the platform development team to continuously improve platform delivery (covering e.g. architecture performance availability usability correctness consistency) Support and be part of the handover process within the Development Team

Regularly apply security patches and updates in alignment with the platform delivery team and the development team

Implement and manage platform security measures (firewalls encryption access controls)

Conduct regular security assessments and audits

Respond to and mitigate security incidents

Manage user accounts and permissions based on Incidents or Service Requests

Maintain an inventory of application configurations and settings document and manage configuration changes

Ensure that the platform complies with relevant regulations and standards provide support for audits and compliance checks

Skills:

Strong experience in administering and configuring the ServiceNow platform including Virtual Agent Custom Apps and Service Portal

Skills in software development on ServiceNow (UI Builder Flow Designer Java Script)

Proficiency in ServiceNow modules from the ITSM ITBM HRSD and SPM stacks

Knowledge of ServiceNow customization techniques including form and workflow configuration UI policies and business rules

Familiarity with ServiceNow integrations and ability to develop and maintain integrations with other systems using APIs such as MarkLogic

Understanding of ITIL processes and best practices

Knowledge in the areas of HTML CSS XML JSON and Microsoft Azure

Strong problem-solving and troubleshooting skills

Understanding of network concepts GDPR data security and information security standards

Excellent communication and collaboration skills to work effectively with stakeholders and end-users

Ability to manage multiple tasks and prioritize effectively

Meticulous attention to detail and ability to provide well-documented records

Self-driven to stay up to date with the latest features and best practices in ServiceNow

Certificate for Certified System Administrator (CSA)

Additional certificates are welcome

Working knowledge of English (spoken and written)

Qualifications:

Education:

A relevant degree such as a Bachelors or masters degree in computer science or information technology is a plus

Experience:

At least 3 years of experience in a related role with a reference list of ServiceNow administration support and projects tasks completed during that period

Language:

Fluent in English both written and spoken

We appreciate the interest shown by all candidates. However we wish to advise that only suitable candidates will be contacted.

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