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The role involves managing major incidents, monitoring network performance, resolving issues, and ensuring effective communication and documentation in infrastructure operations.
Job Purpose and Impact
The Professional, Operations job maintains the smooth operation of the organization's infrastructure by performing moderately complex tasks, including monitoring systems, troubleshooting issues, and implementing security measures. With limited supervision, this job resolves network issues, responds and handles incidents, and conducts protocol analysis to ensure proper communication between network devices. This job collaborates with vendors and internal teams to document moderately complex network and infrastructure issues and implement security measures to protect the network infrastructure.
Key Accountabilities
1. Configure, develop, and maintain ServiceNow ITSM modules, including Incident, Problem, Change Requests and Service Catalog, in alignment with business requirements.
2. Design and implement workflows, Flow Designer automation, business rules, client scripts, UI policies and notifications while following ServiceNow best practices.
3. Collaborate with process owners, business stakeholders, and technical teams to gather requirements, analyze solutions, and deliver scalable ServiceNow enhancements.
4. Perform UAT testing support, user acceptance, troubleshoot production issues, and ensure timely resolution of ITSM defects and incidents.
5. Maintain technical documentation, participate in platform upgrades and releases, and contribute to continuous improvement initiatives focused on platform stability, user experience, and efficiency.
Qualifications
1. 5+ years of total experience, with at least 3 years of hands-on ServiceNow development experience.
2. Strong understanding of ITSM processes including Incident, Problem, Change, and Request.
3. Experience with Flow Designer, Integration Hub, REST/SOAP APIs, and Service Catalog development.
4. Working knowledge of JavaScript, ServiceNow scripting, and platform security concepts.
5. ServiceNow Certified System Administrator (CSA) preferred; CIS-ITSM certification is an advantage.
#Standard
The Professional, Operations job maintains the smooth operation of the organization's infrastructure by performing moderately complex tasks, including monitoring systems, troubleshooting issues, and implementing security measures. With limited supervision, this job resolves network issues, responds and handles incidents, and conducts protocol analysis to ensure proper communication between network devices. This job collaborates with vendors and internal teams to document moderately complex network and infrastructure issues and implement security measures to protect the network infrastructure.
Key Accountabilities
1. Configure, develop, and maintain ServiceNow ITSM modules, including Incident, Problem, Change Requests and Service Catalog, in alignment with business requirements.
2. Design and implement workflows, Flow Designer automation, business rules, client scripts, UI policies and notifications while following ServiceNow best practices.
3. Collaborate with process owners, business stakeholders, and technical teams to gather requirements, analyze solutions, and deliver scalable ServiceNow enhancements.
4. Perform UAT testing support, user acceptance, troubleshoot production issues, and ensure timely resolution of ITSM defects and incidents.
5. Maintain technical documentation, participate in platform upgrades and releases, and contribute to continuous improvement initiatives focused on platform stability, user experience, and efficiency.
Qualifications
1. 5+ years of total experience, with at least 3 years of hands-on ServiceNow development experience.
2. Strong understanding of ITSM processes including Incident, Problem, Change, and Request.
3. Experience with Flow Designer, Integration Hub, REST/SOAP APIs, and Service Catalog development.
4. Working knowledge of JavaScript, ServiceNow scripting, and platform security concepts.
5. ServiceNow Certified System Administrator (CSA) preferred; CIS-ITSM certification is an advantage.
#Standard
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