Senior Analyst – Service Now

Senior Analyst – Service Now (AITS27072023)

Implement and Support key ITOM components of the ServiceNow platform such as orchestration, CMDB, Discovery and Integrations.
Implement and Support ServiceNow Business applications such as ITAM, GRC, DevOps, HRSD etc.
Implement and Support ServiceNow custom application as per organizational needs.
Automate BT Service management process and leverage the artificial intelligence (AI) to enhance BT operation and support processes to be more intelligent and efficient.
Design, Implement and enhance key ITSM components of the ServiceNow platform i.e. Incident/Major Incident Management, Problem Management, Change Management, knowledge management, Service level Management, Service catalogue Management, request Management, virtual agent, Chatbot, NPS, Release Management, Service Portal, Asset Management, Configuration Management, Orchestration, predictive intelligence) in compliance with Business Technology strategy to support the operational needs of internal and external stakeholders.
Conduct workshops with Internal and external stakeholders to gather ServiceNow related requirements and map the business requirements into technical requirements
Design, Propose and Implement the technical solution to deliver the business requirements as per industry best practices aligned with Client Business technology strategy and standard procedure.
Take initiative to identify the improvement opportunities for various business functions and provide robust, scalable, and efficient solutions using ServiceNow platform

Integrate Service Management platform with other client Systems based on the use cases defined in coordination with the business process owners
Review new releases, assess the impact, usability, analyze opportunities for improvement, and propose upgrades or enhancements to the existing ServiceNow implementation to leverage the platform’s capabilities as per organizational needs.
Provide recommendation on ITSM, ITAM and ITOM Process enhancement in alignment with SM industry best practice and OOB Service now functionalities.

INDUSTRY EXPERIENCE

IT Service Management

IT Operation Management

Asset Management

Governance and Risk Management

IT Financial Management

CORE ACTIVITIES EXPERIENCE

Job holder should have strong experience and understating in:

Implementation of IT Service Management Process

Design and Implementation of IT Service Management Tools

ServiceNow (IT Service management, Asset management, GRC, HRSD and Operation management modules)

Support Software Asset Management Tools integration with ServiceNow

Develop ServiceNow Custom applications. Implement Integration of ServiceNow with Third Party Software’s

SKILLS, TOOLS, AND SYSTEMS EXPERIENCE
Solid ServiceNow Developer knowledge and experience
Skills with using JavaScript, REST and SOAP integrations
Experience with ServiceNow App Engine Studio with UI Builder
Experience designing and developing ServiceNow process flows and workflow
Experience of working with external service providers
Experience in preparing technical documentation and training materials
Business/customer facing experience
Demonstrated experience working in IT Service Management best practice (ITIL)
Demonstrated experience working with ServiceNow toolset as Developer/Solution architect
Demonstrate technical leadership to provide guidance to the development team and ensure development best practices are being followed.
Experience in leading implementation of ServiceNow applications.
Experience of implementing and supporting ServiceNow ITSM, ITAM, ITOM, GRC, DevOps, HRSD
Experience in upgrades to the ServiceNow platform

Experience of project Management methodologies and practices
Experience in Technical documentation (SOW, RPF, Architecture diagram, Design documents, Release plans, SOP, User Manuals etc.) and conducting user trainings
Has sufficient communication skills for effective dialogue with customers, suppliers, and partners
Ability to plan, schedule and monitor own work within short time horizon
Knowledge of the Aviation industry and aviation solution is preferable but not mandatory
Operating knowledge of ITIL 4 Foundation and ISO 20000 is desirable
Knowledge of the existing technology services and current schemes of the client, or similar airports/organizations is desirable
Expertise on ServiceNow tailoring tools such as Business rules, Script includes, Client Scripts, REST APIs, PowerShell scripting, ACLs, UI Policy, Workflows, Flow Designer, UI builder, Notifications, SLAs, Service Portal Customization etc.

Onsite Dubai
Duration : 6 Months (Extendable)
PROFESSIONAL/REGULATORY/CERTIFICATION REQUIREMENTS
ITIL V4 Foundation is required
Knowledge of ITSM best practice and organizational business processes in the enterprise
Certified in ServiceNow tools is preferable
OVERALL EXPERIENCE (Years) 7-10
RELEVANT EXPERIENCE (Years) 5-7