Details: Job Description Develops Operations reports and provides analysis of delivery and quality performance. Performs analysis by creating reports, charts, and graphs of findings in support of business operations. Monitor, analyze and report the production and quality variances from standard. Provides weekly management reports such as but not limited to Dashboard, Volume and SLA Report, SBT Report, CIP, Gap Analysis. Delivers work according to timelines, meeting tight deadlines while working on multiple, simultaneous tasks. Works on a shifting basis, working extra hours as necessary to ensure work is completed according to agree upon deadlines and quality standards. Coordinates with other departments as needed. Requests assistance and guidance from the Operations Management when necessary. Carries out other related functions that may be assigned from time to time. Abides by the company policies and rules and act in a professional manner. Act as interface between the client and Stefanini. Recommend and implement changes to operational processes and practices. Ability to lead and manage projects. Job Requirements Details: Minimum 4 years of ServiceNow development/administration experience ServiceNow Certified System Administrator - required Additional ServiceNow Certifications - highly desired Certified Implementation Specialist - ITSM (or any other module/suite) Certified Application Developer Experience in developing ServiceNow functionality that integrates multiple ServiceNow modules (cross-platform) Deep technical and process knowledge of key ServiceNow modules and concepts must include Incident Change Problem Service Catalog Service Requests Service Portal Notifications Surveys Expertise in ServiceNow Development and Administration techniques: Server/Client side scripting Request Fulfillment workflow development UI Policy development Business Rules UI Pages UI Actions ACLs Experience implementing integrations of ServiceNow to external systems with knowledge of common integration techniques REST APIs File import - Import sets/transform maps Orchestration LDAP integration Experience working in an agile environment utilizing Story/Defect methodology Experience implementing ServiceNow upgrades and patches, knowledge of ServiceNow upgrade and patching process Experience managing ServiceNow code changes in update sets and promoting and applying update sets across instances Some experience working on projects outside of core ServiceNow ITIL/IT Service Management processes (CSM, ITBM or GRC) would be a plus ITIL V3 certification preferred Show more Show less