JOB OBJECTIVE This position will formulate and implement solutions for ServiceNow requirement. The incumbent will also provide support (ServiceNow changes, requests, incidents) and configuration. MAIN DUTIES ServiceNow Development & Configuration Collaborate with teams to gather detailed requirements for new features or changes. Analyze current system capabilities and identify improvements or gaps. Configure and update ServiceNow workflows and settings to meet business needs. Conduct testing to ensure accuracy and performance of updates. Assist business users during User Acceptance Testing (UAT). ServiceNow Support & Maintenance Investigate and resolve reported issues by replicating problems and implementing long-term solutions. Review and fulfill user requests, ensuring feasibility and efficiency. Track and report resolution progress in line with service level agreements (SLAs). Communication & Collaboration Coordinate with vendors and internal contacts to identify and fix process issues. Work closely with users to solve problems and suggest improvements. ADDITIONAL FUNCTIONS Keep up to date on the latest industry trends in ServiceNow Any additional tasks as the need arises. EDUCATIONAL BACKGROUND Graduate of 4- or 5-year course, Computer Science or Computer Engineering Certifications (ITIL v3, ServiceNow System Administration/Development) are a plus WORK EXPERIENCE OR TRAINING Software development experience in any platform (Web, Mobile, Desktop) for at least seven (7) years. At least four (4) years relevant experience in ServiceNow solution design and implementation. Four (4) years experience in maintaining and supporting applications (Incident Management, Request Management, Escalation, and Troubleshooting). ServiceNow Knowledge in Business Rules, Access Controls Rules, Script Includes, UI Actions / Scripts / Policies, Client Scripts, GlideRecord, Workflows. A track record of being part of a team implementing the assigned system to end users. Experience with web service integration (API, SOAP, REST, JSON, XML). Experience with Front End Technologies: HTML, JavaScript, CSS, XML. Experience with Agile/Scrum methodology. Knowledge of IT service management. Familiar with LDAP, MS Active Directory Experience in professional people management / technical thought leadership an advantage. Prior leadership experience an advantage. Technical Understanding of Software Development Life Cycle and best practices Familiar with the ServiceNow ITSM products. Familiar with Front End Technologies: HTML, JavaScript, CSS, XML Proficient in Office Applications (Excel, Word, PowerPoint) Abilities Should be able to support end-to-end implementations (from requirements gathering and deployment to user training) Demonstrated capability in data management, solving problems and able to work collaboratively within a team or independently. Capable of developing and maintaining excellent long-term client/supervisor/peer relationships Flexibility to work with a variety of personalities and styles Proven capability to work well under pressure and tight deadlines Must be a self-starter and keen to explore new solutions Strong oral and written communication skills. Team Player Nice to have Prior leadership experience Knowledge of Agile/Scrum methodology Knowledge of IT service management Experience with Incident Management, Service Request Management, Problem Management, Change Management and other ITIL process areas Familiar with LDAP, MS Active Directory SKILLS AND ABILITIES Confidence in technical discussions at all levels (to ensure that high level architecture is correct and design principles are consistent adhered during implementation). Excellent communication and writing skills Time management skills / Can work with minimum supervision Data Analysis, Organization and Reporting skills Quality Conscious (Superior attention to details) Ability to multi-task Planning, Scoping and Organizing Problem solving skill / Analytical skills OTHER WORK CONDITIONS Work time: 2 pm to 11 pm Manila Observe US holidays Extended work time where required COMPETENCY PROFILE Action Oriented Optimizes Work Processes Ensures Accountability Collaborates Self-Development Nimble Learning Show more Show less