ServiceNow Specialist, Senior

• Listen to customers challenges and needs, educate them on how these can be solved within ServiceNow and collaborate with other team members to craft a solution proposal for the customer
• Articulate and mediate trade-offs related to standardization, scalability, manageability, testability, security, maintainability, usability, functionality, cost, and time
• Translate business requirements into technical requirements developing epics, stories and the fundamental technical concepts required to develop a particular solution
• Act as a resource and proxy product owner for developers engaged in delivering ServiceNow solutions crafted by you by advising, reviewing work and providing constructive feedback on the solutions that are being delivered
• Remain abreast of industry trends and new developments to maintain current skills and remain current with industry standards to ensure solutions provided to customers are current and relevant

• Demonstrated ability to develop and maintain excellent long-term client / supervisor / peer relationships through delivering positive and valuable experiences to our clients in every interaction
• Proven capability to work well under pressure and within tight deadlines
• Dedicated leader recognized for team building skills and amazing client service
• Deep knowledge of ServiceNow architecture and concepts
• Experience implementing and maintaining service management processes and tools
• Experience working closely with SME's, project managers, and process owners to collect business requirements
• Knowledge of cloud computing concepts and Software as a Service (SaaS) architecture
• Knowledge of Agile/Scrum methodology

• 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

Stefanini