SPH Media embarked on the ServiceNow journey in 2022. Infra & Ops Department manages an ITSM (Information Technology Service Management) platform, built on ServiceNow for the company. It covers workflow & automation in the areas of Business workflow, Service Requests, Incident Management, Demand and Change Management.
We are recruiting a manager to lead and augment our team which is currently supporting the ServiceNow platform. The candidate has the opportunity to provide leadership to mold the employee experience and ITSM culture for the company. We aim to support various initiatives related to ServiceNow development, operations and administration. We drive improvements on various ITSM processes, transform and optimize the way we operate our business, based on ServiceNow capabilities and best practices..
B. Key Responsibilities
The scope of responsibilities includes the following:
Strategy
- Keep abreast of ServiceNow road map, suggest features which the company can reap benefit from, to improve business workflow and operation
- Collaborate with business stakeholders and Tech project teams, provide direction on optimal use of the ServiceNow platform
- Ensure that the ServiceNow products implemented are well maintained to meet or exceed stakeholders reasonable expectations
- Hold technical responsibility for applications across the delivery of ServiceNow production pipeline. This includes control of technical scope, adherence to scope and implementation in-line with best practices
People and Management
- Manage ServiceNow application development team, be responsible for the team's delivery
- Manage execution of projects, BAU activities, delivery schedule, technical difficulties
- Before deployment to live environment, ensure that technical solutions are properly tested end-to-end, changes communicated to affected parties, documentation completed
- Collaborate in agile, multi-disciplinary teams
- Report to management project and BAU status
Technical
- Involved in business analysis in consulting business users to identify and gather requirements, translates to technical solutions, process flow on ServiceNow platform
- Build, unit test and deliver the technical solutions, process flow on ServiceNow platform, to meet business needs
- Participate in end-to-end testing of the solutions where relevant
- Create relevant documentation
- Communicate to business users for delivery
- Prioritise outstanding tasks for the team
- Maintain the integrity of the ServiceNow tool across production and non-production environments, following established work process
C. Job Profile
Required Skills and Knowledge
People and Management
- Ability to manage execution of multiple initiatives, projects delivery
- Proactive and take ownership
- Ability to work autonomously and set priorities in a deadline-driven environment
- Strong perseverance towards attaining goals and effective time management
- People oriented, able to work with business stakeholders and technical teams
- Self-motivated, analytical, meticulous
- Keen to influence others with means of new technologies
- Good written and verbal English communication skills
- Insist on higher standards
Technical
- Possess deep ServiceNow application knowledge and have been widely exposed to designing and developing business processes
- Working knowledge of ServiceNow design, implementation, and administration
- Experience on ServiceNow Platform across multiple applications, (ITSM (key focus) / ITOM / WSD / CSM/ HRSD / SPM / ITAM)
- Experience with ServiceNow incident, change, problem, service request, CMDB and knowledge management applications, Employee Centre
- Working knowledge of ServiceNow OOTB APIs, ServiceNow best practices.
- Experience in troubleshooting ServiceNow applications, integration and security issues.
- Working knowledge of integrating ServiceNow with tools such as, other ServiceNow instances, Okta, JIRA, AWS, SolarWinds, Nexthink, VMWare Workspace One, Workvivo etc.
- Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes
- Experience with Integration Hub, Automation Engine and App Engine would be an advantage
Required Qualifications
- Degree/Diploma in Information technology or related field
- ServiceNow Certified Application Developer
- Minimum of 10 years of experience in designing and developing business processes on ServiceNow Platform
- Minimum 3 years of supervisory and project leading experience
