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ITSM Engineer - ServiceNow Developer

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Contract type:
Full Time
Cluj - Napoca
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The primary role of the Service Management Tooling Engineer is to work directly with our internal customers to understand their needs and requirements, to propose solutions to business problems and lead the technical delivery of those projects. Our primary tool is ServiceNow and we are also responsible for Slack and Pagerduty.

The role involves working closely with other IT managers, the CTO organisation and departments throughout the business to champion ServiceNow, Pagerduty and Slack and deliver solutions which demonstrate clear business value and improve user engagement with the Service Management processes.

Key Responsibilities

  • Responsible for developing and championing ServiceNow, Pagerduty and Slack across the company
  • Prepare and run functional design workshops including the creation of design specifications based on out of the box functionality and customer requirements (including interfaces and reporting).
  • Challenge customer requirements in regards to “needs versus wants”.
  • Requires thought leadership in transforming solutionised requirements to true business requirements
  • Provide creative solutions to resolve business problems via customer requirements based on ServiceNow/Pagerduty/Slack, process gaps (ITSM/ITIL/Agile/SCRUM) and cultural challenges (people).
  • Hands-on technical delivery (including required documentation) of cost-effective solutions using a range of technical skills
  • Provide focused guidance to all support teams and assist in their training and knowledge development.
  • Help build a delivery with high quality culture that has clear accountability and is results orientated.
  • Establish a strong culture of service management and constant improvement striving to exceed business expectations for platform and solution performance and reliability.
  • Create, maintain and update documentation that serves as a knowledge base on products, procedures and learning materials.

Essential Skills &Experience

  • Expert understanding of ServiceNow development and administration
  • Expert configuration and customisation of all aspects of ServiceNow – Workflow, UI, CMS, PA etc.
  • Development of required integration components – HTML, CSS, XML, JavaScript/AJAX, Web services, SOAP, REST API, email, Mid Server etc.
  • Energetic and driven individual with an inherent enthusiasm in prioritizing the best product experience for both business and end user.
  • Creator of imaginative and creative solutions to the needs of a fast-moving competitive industry.
  • Experience in supporting delivery of successful technology transformations and adoption of new practices.
  • An ability to engage with users, define and agree clear requirements and promote the benefits of the technology.
  • Self-starter, strong analytical skills with good attention to detail.
  • Team player, who strives to maximize team and departmental performance.
  • Strong communicator, both verbal and written with experience preparing for and presenting to management groups – ability to communicate with technical and non-technical audiences at all levels of the organization.

Desirable Skills & Experience

  • Strong technical and UI/design skills such as required for Service Portals
  • Decisive, Creative, Analytical and Pro-active thinking. Autonomously analyses complex problems; identifies critical elements and alternatives, organises existing resources and new information to implement most appropriate solution. Identifies emerging requirements and solutions.
  • Effective Communication, relationship management and emotional Intelligence
  • Is able to communicate and interact to readily and clearly define issues and predict effects / outcomes. Ensures users understand the scope of their requests and the consequence of their decisions.
  • Agility, Drive, output and performance under pressure
  • Applies specialty across technical disciplines and industries. Solution development both technical and process. Leads following activities: requirements capture, design, functional designs {own}, workshops, configuration/coding, testing/defect Mgt, Deployment, early life support and documentation at all stages.
  • Knowledge and qualifications in ITIL.
  • Experience with customer centric industries and mission critical quality infrastructure and software standards.
  • Interest in the Sports or Gambling industry.