About the position
This position will focus on supporting the ServiceNow Request Management (Catalog - Self Service Portal) and Knowledge modules. The Application Support Senior will demonstrate excellent analysis of technical processes and functionality to deliver value in Service Catalog and Knowledge Management areas for Operational support, technical best practice design and development of approved requirements, and technical support of the ServiceNow platform Catalog and KM modules. The role involves conducting stakeholder working sessions, requirements gathering and refinement, creating and maintaining catalog items, self-service portal, managing workflows for requests, ensuring service delivery aligns with SLAs, and often includes reporting and analytics.
Responsibilities
- Conduct stakeholder working sessions to gather and refine requirements.
- Create and maintain catalog items and self-service portal.
- Manage workflows for requests and ensure service delivery aligns with SLAs.
- Provide reporting and analytics on service delivery.
- Design, develop, and implement ServiceNow intakes for catalog, services, and knowledge articles.
- Customize the ServiceNow platform to meet approved business requirements.
- Conduct testing, troubleshoot issues, and provide support to users of ServiceNow applications.
Requirements
- 5+ years of experience in a fast-paced IT service management environment.
- Experience leading requirements sessions and understanding inputs and outputs.
- Strong knowledge of ITIL and ITSM concepts such as Service request management and Knowledge Management.
- Bachelor's of Science in Computer Science, Computer Engineering or related field.
- Knowledge of ITIL Framework including Request management, Change Management, Knowledge Management & CMDB processes.
- Extensive experience in Requirement Gathering, Process/Data Flow Designs, and Business Analysis.
- Excellent communication and analytical skills.
Nice-to-haves
- ITIL and/or SAFe Agile certifications.
- ServiceNow Certified Systems Administrator (CSA) or other ServiceNow certifications.
Benefits
- Competitive compensation.
- Market-leading benefit programs.
- Annual incentive program.
