Your Role Full time permanent opportunity Main Responsibilities: Monitor the incident, problem and service requests queue ensuring tickets are resolved/fulfilled on time and within SLA. Perform regular patching and monitoring, and annual platform upgrade ensuring service is always available and supportable. Develop, test and implement solutions in the ServiceNow platform based on Business Requirement Specifications. Work closely with business analysts & project managers to provide guidance and a subject matter expert recommendation. Execute technical solutions as a ServiceNow consultant; take responsibility for end-to-end delivery of ServiceNow-based solutions, from conceptualization to configuration and enhancement, including release management and implementation. Provide development and customization of ServiceNow including screen and form design, workflow development, dashboard and report configuration, data imports, integration with internal and external systems and other third-party software, scripting. Proactively identify areas for improvement and propose solutions; contribute to Continuous Service Improvement as ServiceNow lead. Adhere to Agile project delivery and ITIL process compliance. Maintain a comprehensive testing protocol for ServiceNow releases and instance upgrades ensuring application compatibility and system stability. Upskill and coach junior ServiceNow specialists to ensure smooth handover by creating knowledge base articles after development and implementation. Develop and maintain documentation for all aspects of the ServiceNow implementation and ensure the knowledge base is up to date and accurate. Advocate for automation and innovation, guiding customers on their digitization journey and participating in innovation planning and delivery discussions. Gather automation requirements from customers to identify use cases and requirements. Collaborate with technical automation teams to map existing solutions to identified use cases and contribute to automation flow design if custom solutions are necessary. Perform data extraction and reporting to measure results, including benchmarking and adoption rates of AI autonomous solutions. Automate report flows using Power Automate or ServiceNow Flow Designer to streamline processes. Identify opportunities to enhance ROI and adoption metrics. Other duties as directed by ServiceNow Lead. Your Profile Qualifications & Experience: Minimum of 4+ years' experience in the administration / configuration / upgrades / development / implementation of ServiceNow. Working knowledge of ITSM Modules, Integration, ITOM and Discovery Modules, Asset Management, Self Service & Service Catalog Module of ServiceNow. Working knowledge on custom app development, CSM and Portal design. Experience with Java and Python scripting is highly desirable. Demonstrated technical experience with Power Platform or similar low-code platforms. Solid knowledge of application development / configuration is required. Good understanding of the ServiceNow Support Portal (HI Portal) used for managing ServiceNow Support. What You’ll Love About Working Here You will be part of a diverse collective of free-thinkers, entrepreneurs and industry experts, with exposure to transformation and opportunities for growth. We support a positive work-life balance with hybrid and flexible working arrangements. Career growth opportunities include thinktanks, hackathons, and access to courses and external certifications. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’. #J-18808-Ljbffr