ServiceNow Developer implementing advanced service management solutions for government infrastructure across ITSM and Healthcare platforms. Designing workflows and building custom applications to enhance service capabilities.
About the role
- Head of IT Service Management managing ServiceNow platform updates and leading cross-functional teams in a global organization. Driving process development and enhancing service delivery in a collaborative environment.
Responsibilities
- Lead and optimize the ServiceNow Platform update process, ensuring seamless progression of enhancements and feature deployments.
- Oversee a dedicated IT Service Management team, fostering collaboration and driving innovation in service delivery.
- Analyze system performance, identifying and resolving bottlenecks to enhance user experience and operational efficiency.
- Manage incident resolution and support requests related to the ServiceNow platform, leveraging troubleshooting skills for swift resolutions.
- Lead configuration and customization of ServiceNow applications, implementing workflows that automate and improve processes.
- Coordinate integrations with third-party systems to ensure cohesive functionality across platforms.
- Champion ITIL best practices within the team, promoting a culture of continuous improvement and operational excellence.
- Engage with cross-functional stakeholders, communicating effectively to align IT services with business needs and strategies.
Requirements
- Degree in Engineering, Computer Science, or related field
- 15+ years of experience in Telecom/IT with a strong understanding of the ServiceNow platform (ServiceNow Administrator/ Developer experience)
- 5+ years of leadership experience managing virtual teams in large organizations
- In depth knowledge of ServiceNow platform and features such as configuration of Business Rules, UI policies, ACLs, UI actions, Scripting (JavaScript, Glide API) for creating customizations and automations.
- In-depth knowledge of ServiceNow ITSM, CMDB, ITOM, and core modules
- Strong problem-solving, analytical, and troubleshooting skills
Benefits
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
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