Job Description & Summary

The ServiceNow DevOps Engineer is responsible for administration, maintenance and continuous improvement of the ServiceNow platform, including modules from the ESM and ITSM stack, scoped apps and portals.

This position is part of the DevOps team and encompasses both development and operational responsibilities related to the platform.

Key tasks include:

· Platform development (scoped applications, portals, flows, UI)

· Second-level platform support (incident management)

· Platform monitoring and service level management

· Performance management

· User management

· Patch management

· Security management

· Support for compliance and audit activities

This role requires expertise that enables the candidate to optimize current services and processes, develop new ones, and enhance the overall efficiency of IT service management on the platform

Job Duties

#Development

● Design and enhance our ServiceNow platform using Next Experience Development (UIB, Data Broker, GraphQL API, Declarative Actions, etc.)

● Work on tasks (stories) for further developing our ServiceNow platform to maintain existing external service (for business users) and internal services (for platform users) as well as develop and deploy new ones

● 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)

● Design and enhance user interfaces using the ServiceNow UI Builder to improve user experience and interaction with the platform

● Support and be part of the handover process from development to operations, e.g.

create documentation, set up automation/ schedules, etc.

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

#Support

● Provide support for handling and resolving incidents; develop, test, and deploy fixes to issues based on proactive measures or reported incidents in alignment with the Lead Developer

● Adhere to 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, ensure smooth deployment processes and rollback plans if needed

● Manage user accounts and permissions based on Incidents or Service Requests

#Operations

● Continuously monitor and report on service levels, platform performance and health, proactively identify and resolve performance bottlenecks, implement performance tuning and optimization; find potential for automation and event management solutions

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

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

● Implement and manage platform security measures (firewalls, encryption, access controls), conduct regular security assessments and audits as well as respond to and mitigate security incidents

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

Skills

● Strong experience in operations and development on the ServiceNow Platform

● Expertise in software development on ServiceNow, with a focus on JavaScript, CSS, HTML, Angular, REST, GraphQL Queries

● Proficiency in ServiceNow modules like ITSM, HRSD, CSM

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

● Familiarity with ServiceNow integrations and ability to develop and maintain integrations with other systems

● Understanding of ITIL processes and best practices

● Strong problem-solving and troubleshooting skills

● 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

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

Qualifications

#Education

● Degree (bachelor’s or master’s) in computer science or information technology, or completion of recognized vocational training in IT

● Certified System Administrator (CSA)

● Certified Application Developer (CAD)

● Certified Implementation Specialist (CIS) for either ITSM or HRSD

● Any additional ServiceNow certificate is an asset

#Experience

● Minimum 4 years of relevant experience, or demonstrable skills and aptitude, with a reference list of ServiceNow related tasks (administration, support and projects) completed during that period

● Experienced working in an agile environment (Jira, Scrum, Kanban)

#Languages

● 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.

Privacy statement

#LI-AK1