Long Term Contract 1st preference:
SFO, CA 2nd preference Gardena, CA 3rd preference India (Mumbai) or Remote option as well JD: · * General* o ServiceNow Administrator is responsible for the administration, development, documentation and technical support and maintenance of the ServiceNow platform. o Work within IT and with all other Dolby departments & vendors to develop and deploy applications that automate and enhance business processes and services. o Ensures service and satisfaction are attained in all areas of the position. · *Application Development and Support * o Implements, documents and maintains the ServiceNow platform. Maintains in-depth knowledge of IT service offerings and business needs to ensure recommended solutions are prescribed with the intention of increasing the efficiency and effectiveness of those service offerings. o Tests, analyzes, collaborates and assists with translating business requirements into technical requirements to ensure a smooth implementation of new enhancements, applications or modules. Responsible for development of applications, modules and enhancements. o Utilizes best practices for development, conducts thorough testing, analysis, and certification of changes to ServiceNow. Ensures all assigned tasks required for the implementation of ServiceNow are completed on schedule. o Adheres to Information Systems change management policies and procedures, i.e. thorough testing of changes, new applications and instance upgrades in a non-production environment prior to being released in the production environment. o Updates and maintains a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all applications and functionality for use after the upgrade moves into operation. o Logs technical support incidents, problems and requests into ServiceNow system from live calls, email, and voice mail systems. Monitors queue of tasks assigned to the team to ensure SLAs are met for responding to and resolving tasks. Provides succinct and pertinent updates to task notes indicating acted upon resolution and communication to user. Participates in Problem and Knowledge management activities and other process improvements (Continuous Service Improvement (CSI)). o Provides advanced technical support to for ServiceNow and related business processes. Escalates performance issues, unresolvable incidents and service interruptions to ServiceNow technical support. Creates and updates incident records in ServiceNow’s tracking system. Keeps IT informed of system status and availability. o Monitors and tests for optimal system performance and provides statistics and reports to IT Management. o Reachable outside of standard working hours as needed. · *Professional Development * o Remains current in industry trends in Information Technology and the ServiceNow platform, as well as ITIL and ITSM best practices. o Ensures expertise in technology relevant to the position; proactively uses most current technology to further teamwork, client service, and efficiency. · *Qualifications* o Bachelor’s Degree in related field and / or 5+ years of experience in IT Operations. 5+ years of experience with IT Service Management tools & 2+ years of experience with developing and administering ServiceNow. · Version: Calgary or Dublin · Experience defining strategy and plans for, and performing ServiceNow system upgrades · Experience with creating custom applications and extending OOB tables. · Experience with custom Change Management workflows · Experience with Incident, Problem, Request, and Change management processes within SeviceNow · Experience working with custom business rules, automated task creation from inbound email, integration with external application (e.g., Active Directory, Okta, SharePoint) · Experience with report creation and metrics o Strong knowledge of Web 2.0 Technologies (Java Scripting, XML, HTML, AJAX, CSS, HTTP, etc.), PowerShell, SaaS applications, network operations (networks, protocols and email [SMTP, POP3]). o Strong knowledge of ITIL methodologies, ITSM concepts, enterprise IT architecture, relational databases. ITIL certifications a plus. o Solid understanding of the application development lifecycle process, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control and deployment. o Ideally we need someone with ServiceNow CMS (plugin) experience and using CMS to create a custom user interface for the portal (using Jelly, Java Script, HTML, CSS etc.). o Highly skilled and proficient in using development tools with the analytical and problem solving skills necessary to troubleshoot and provide user support. o Experience documenting code and system processes and procedures in a clear manner. o Experience in these areas is a plus: Active Directory; Single Sign-on using: SAML 2.0. & Web Services integrations. · *Teamwork and Applied Skills* o Talent for creating client satisfaction; demonstrated ability to focus on the client value in all work. o High client service ethic and a proven record in delivering exemplary client satisfaction to external and internal clients. o Excellent writing skills; ability to present complex ideas succinctly and clearly. o Strong proficiency with Microsoft Office programs, including Word, Outlook, Excel, and PowerPoint. o Strong technical aptitude and understanding, including ability to quickly learn new applications. o Focused listening skills to properly determine and meet client requirements. o Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues proactively. o Strong time management and communications skills are required to keep on task and work collaboratively in a team and cross-departmental environment. o Ability to manage multiple requests, assess priorities, and achieve solutions under deadlines. o Ability to work effectively under pressure and to meet deadlines under sometimes stressful conditions. o Reliability, dependability, and strong motivation to respond to requests quickly. o Excellent teamwork skills and a strong client service orientation. -- You received this message because you are subscribed to the Google Groups "SAP ABAP" group. 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