ServiceNow Operations Support Engineer

at  JTI Japan Tobacco International

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ServiceNow Operations Support Engineer

REQUIREMENTS:

• University Degree, preferably in IT
• 3 years of experience in ServiceNow support, platform administration, and implementations, including business requirements gathering, development, testing, and cutovers
• Solid knowledge of the ServiceNow platform, administration, CMDB, Service Portal, Flow Designer, development of custom applications, and scripting
• Good understanding of the key IT processes, knowledge of ITIL or similar frameworks, and development experience in Agile projects
• Strong interpersonal communication and leadership skills
• Ability to deliver on time and follow up promptly on any issues and/or risks identified
• Fluent in English

PURPOSE:

ServiceNow Development Analyst Manager support of ServiceNow applications in the CSM area, including administration, integrations, authorization configuration, unit testing, and development activities.

RESPONSIBILITIES:

• Monitoring and handling Incident tickets
• Conducting an in-depth analysis of incoming Incidents/qualification and pre-clarification (understanding user requirements) and resolution
• Being responsible for technical design, development, unit testing, and production deployment solutions for the assigned incidents and new product features
• Ensuring that the solution is aligned with the ServiceNow best practices and JTI architecture standards throughout the whole delivery lifecycle
• Ensuring consistency and standardization of the ServiceNow applications
• Ensuring that the required system documentation is completed and delivered before Go-Live
• Maintaining end-to-end Platform Administration including active participation in ServiceNow upgrades
• Actively contributing to Knowledge Base creation
• Actively collaborating with vendors and a team of external developers and maximize the team’s performance
• Data maintenance, end user, service, integrations, and email accounts administration
• Coordinating activities with involved IT and business teams