Key Accountabilities:

Develop, test and implement solutions in the ServiceNow platform based on Business Requirement Specifications

Work closely with business analysts & project managers to provide guidance and a subject matter expert recommendation.

Execute technical solutions in capacity as a ServiceNow consultant; taking responsibility for the end-to-end delivery of the ServiceNow bases solutions, from conceptualisation to configuration and enhancement of the ServiceNow platform as well as release management and implementation.

Provide development and customisation of ServiceNow including but not limited to screen and form design, workflow development, dashboard and report configuration, data imports, integration with internal and external systems and other third-party software, scripting.

Proactively identify areas that require improvement and propose solutions to address them; input into the Product Development Road map as a ServiceNow lead.

Adhere to the Agile methodology of project delivery when releasing new solutions.

Maintain a comprehensive testing protocol for ServiceNow releases and instance upgrades ensuring application compatibility and system stability.

Up skill and coach a broader Development and Application Support engineers, to ensure smooth handover from Development to Support function within GQI Consulting Pty Ltd.

Develop and maintain documentation for all aspects of the ServiceNow implementation and ensure that the ServiceNow knowledge base is up to date and accurate.

Other duties as directed by GQI Consulting Pty Ltd

Mandatory Skills:

Minimum of 4+ years' experience in the administration / configuration/Upgrades of ServiceNow.

Working knowledge of ITSM Modules, ITOM and Discovery Modules, Asset Management, Self Service & Service Catalog Module of ServiceNow.

Working knowledge on Custom app development, CSM and Portal design.

Experience of Java scripting is highly desirable.

Solid knowledge of application development / configuration is required.

Good understanding of the ServiceNow Support Portal (HI Portal) used for managing ServiceNow Support.

Desirable Skills:

Solid experience with application support to end customers and liasioning with ServiceNow Support to get vendor support.

Strong Analytical and design skills.

Strong communication skills and ability to work closely with business and functional resources to develop sustainable business solutions.

Ability to document technical specifications.

Testing experience during all system and end user testing, including issue analysis and resolution.

Good interpersonal, written, and oral communication skills.

Ability to present ideas in user-friendly language.

Self-motivated and directed, with keen attention to detail. Open to learn new technologies / applications and meet business demands.

Able to prioritize and execute tasks in a high-pressure environment.

Experience working in a team-oriented, collaborative environment.

Ability to knowledge transfer skills to other team members.

Other ServiceNow Modules such as ITBM, GRC etc.

Working closely with the SMEs and current team, the role will also be required to:

Follow Change Control procedures as well as performing environment refreshes and maintenance of the different environments on a regular basis.

Form part of an upgrade team to execute Upgrades and Updates.

Troubleshoot and fix application environment issues.

The ability to install, configure, upgrade and optimize performance of an application environment.

In depth understanding of the environment and the business systems requirements of it.

Able to re-build this platform if required.

Ability to view and analyze a situation in a logical, systematic perspective. Ability to attain good solutions.

Experience in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log issues, connectivity issues, security issues etc.

Understands the business impact of an IT systems failure.

Ability to create a technical recovery and continuity plans.

Qualifications

Bachelor’s Degree in Information Technology or related field; or an equivalent combination of education and experience sufficient to successfully perform the key accountabilities of the job required.