IT Operations EngineerServiceNow (Contract) GautengHybrid ISB9801288

We are seeking an Advanced Operations Engineer to join a high-impact DevOps team.

You will lead the transformation and continuous enhancement of the groups ServiceNow ITOM environment focusing on deeper integration and automated service management.

ITOM Specialist: Lead the technical enhancement of ServiceNow IT Operations Management solutions with a focus on Event Management and the Monitoring Ordering Portal.

Code & Automation Expert: 5 years of experience in scripting (Shell Perl JavaScript) and higher programming languages like Java to drive operational efficiency.

Operational Excellence: Provide 2nd and 3rd level support for critical ITOM solutions managing the full lifecycle from requirement collection to testing and deployment.

Position Details:

• Level: Advanced
• Experience: 5 years in IT Operations Management
• Location: Midrand/Menlyn/Rosslyn/Home Office Rotation

Qualifications & Experience:

• Fluent English-speaking including business reading and writing
• Proven programming skills
• Information technology qualification (Degree Diploma Certificate)
• ServiceNow certifications (ITOM)
• Min. 5 years working experience in IT Operations Management

Essential Skills & Technologies:

• Programming Proficiency: 5 years of experience in Shell Perl JavaScript and a higher language such as Java.
• Event Management Solutions: Hands-on experience with ServiceNow ITOM BMC TrueSight or similar enterprise tools.
• Technical ITOM Knowledge: Deep understanding of IT Operations Management solutions and architectures.
• Agile Governance: Adherence to Agile Working Model (AWM) Team Charters and methodologies.
• Language: Fluent English-speaking including professional business reading and writing.

Advantageous Skills:

• In-depth working knowledge of IT Infrastructure and Platforms - Operating systems like Linux and Windows
• Networks Platforms like Databases Web technologies and Cloud technology (AWS Azure Google)
• Experience and implementation of ITIL v4 especially for the processes Problem Incident Change (PIC) and Manage Events
• Ability to conceptualize complex information and perform detail analysis when required
• Experience with the Agile Methodology
• Understanding and implementing automation to increase efficiency and handle repetitive tasks
• Balancing technical skills with business acumen to align IT goals with business objectives
• Building and maintaining strong relationships between IT and the business
• Excelling in clear communication and working well with teams across the organization
• Being able to identify analyse and resolve issues efficiently
• Excellent analytical and problem-solving skills
• Excellent communication skills at senior engagement levels
• Ability to relate and interact with a variety of stakeholders at different organisational levels internationally
• Strong interpersonal skills including intercultural understanding
• Able to work under pressure and be resilient in stressful situations. Remaining calm and patient in stressful
• situations or when dealing with challenging issues
• Must be self-motivated and open to learn independently (including learning new tools/applications/systems)
• Proactive and be able to provide new ideas for improvement of processes and work methods
• Self-starter
• Flexibility to take up different tasks in the team and be a team player
• Approaching problems in a systematic way and finding innovative solutions
• Collaborating effectively with others to achieve common goals
• Always considering the impact on the customer and striving to enhance their experience
• The ability to mediate disputes and find mutually acceptable solutions
• GROUP IT experience (not a prerequisite)
• Willing and able to travel international when required

Key Responsibilities:

• Support migration/transformation & continuous enhancement of GROUP Inter-company IT Cost Charging model in ServiceNow
• Continuous enhancement of the ServiceNow IT Operations Management (ITOM) solution by deeper integration into ServiceNow Config and Service Management
• Support the monitoring solutions to integrate to ServiceNow ITOM
• 2nd and 3rd Level Support for GROUP ServiceNow ITOM solution in special Event Management and Workflow
• Engine for Monitoring Ordering Portal
• Collecting of requirements related to new monitoring functions of GROUP IT departments
• Developing of enhancements defined in user stories together with our providers (Event Management Intercompany
• IT Cost Charging model and any new technologies/systems introduced in the product)
• Supporting of our GROUP ServiceNow ITOM customers regarding needed usage in GROUP Operations
• Management environment.
• Responsible for all required documentation including Operations manual security test concept.
• Testing
• Perform the role of subject matter expert (SME) on ITOM
• Creating and updating documentation of user guides and guidelines including operations manuals.
• Submitting updating and maintaining knowledge articles related to key topics included in the scope of services supported.
• Supporting IT governance and audit requirements to maintain compliance and operational integrity.
• Interacting with clients such as IT service consumers suppliers and users to maintain service quality and manage relationships.

NB:

• South African citizens or residents are preferred. Applicants with valid work permits will also be considered.
• By applying you give iSanqa consent to process your personal information as per the POPI Act.

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