Job Description

Brief description The main purpose of this position is to maintain and optimise ServiceNow, a cloud-based management platform that automates information technology service management (ITSM) and other business processes ensuring their optimum availability and performance. Detailed description The successful candidate will be responsible for the following key performance areas:

• Configure, test and deploy ServiceNow modules.
• Provide maintenance and third-party level support services on all ServiceNow workflows to ensure the continued availability and performance of the platform.
• Troubleshoot and perform root-cause analysis related to the ServiceNow platform.
• Manage the technology life cycle on the ServiceNow platform.
• Implement and maintain the governance and security model for the platform as developed by the Cyber and Information Security Unit.
• Proactively monitor and report on the availability and reliability of the ServiceNow platform.
• Provide periodic reports on the health, usage, performance and life-cycle status of the platform.
• Develop, maintain and document technical standards, procedures, user guides, standard operating procedures (SOPs), instructional documents and so forth relating to the ServiceNow platform and in accordance with best practice to ensure continuity.
• Collaborate and engage with internal and external stakeholders to understand the business requirements; configure workflows, forms and reports to meet their needs.
• Remediate security vulnerabilities identified on the platform.
• Stay abreast of new development in ServiceNow.