Job Description

This senior-level role is highly hands-on, involving architecture, design, implement, and maintain the ServiceNow platform to optimize IT Service Management (ITSM) processes.The successful candidate will drive the hands-on execution of ServiceNow initiatives, ensuring the stability and efficiency of our IS operations through advanced configuration and customization.Responsibilities:1. ServiceNow Architecture and Design:

• Lead the hands-on design and implementation of advanced solutions on the ServiceNow platform to meet the organization\'s ITSM requirements.
• Actively collaborate with senior stakeholders to gather and understand complex business needs, translating them into scalable and robust ServiceNow solutions.

2. ServiceNow Engineering and Administration:

• Oversee and participate in the hands-on development and maintenance of sophisticated ServiceNow configurations, workflows, and customizations to enhance ITSM capabilities.
• Ensure seamless integration of ServiceNow with other enterprise IT systems and applications, fostering a cohesive technology ecosystem through direct, hands-on work.

3. Major Incident Management 24x7 On-call:

• Provide expert leadership and hands-on involvement for 24x7 on-call Major Incident Management, ensuring swift and effective resolution of critical incidents.
• Directly coordinate with cross-functional teams to manage major incidents, minimizing service impact and ensuring clear communication.

4. ITSM Operations:

• Lead and be actively involved in ITSM operations, including incident, problem, change, and service request management.
• Continuously drive hands-on improvements in ITSM processes, aligning them with industry best practices and emerging trends.

5. DevSecOps & SRE Adoption:

• Architect, configure, and actively engage in advanced ServiceNow modules to streamline DevSecOps and SRE workflows, enabling efficient incident management, change control, and service delivery.
• Implement and be hands-on with integrations involving CI/CD tools, security scanners, and monitoring platforms to provide end-to-end visibility and automation across DevSecOps and SRE pipelines.
• Utilize and leverage ServiceNow capabilities to enforce compliance, implement governance controls, and track performance metrics in alignment with DevSecOps and SRE practices.
• Support the hands-on implementation of service management and reporting tools, including the analysis and administration of Service Level management tools to understand key performance indicators for service delivery. Demonstrate hands-on knowledge and exposure to SRE best practices and/or implementation.

6. Documentation and Training:

• Maintain comprehensive and detailed hands-on documentation of ServiceNow configurations, processes, and procedures.
• Provide expert training and hands-on support to IT staff on ServiceNow-related tasks and functionalities, fostering a culture of continuous learning and improvement.

Growth and opportunities|13 months salary basis

• Degree in Computer Science, Information Technology, or a related field.
• Minimum 10 years of proven experience as a ServiceNow Architect and Engineer in a complex IT environment, with at least 5 years in a leadership role.
• Demonstrated hands-on expertise in ServiceNow configuration, customization, and integration at an enterprise level.
• In-depth knowledge of ITSM processes and best practices, with a strategic vision for IT service delivery.
• Extensive experience in Major Incident Management and providing 24x7 coverage.
• Exceptional verbal, written, and presentation communication skills.
• Professional ServiceNow Certifications.
• Proven ability to lead and mentor teams, driving successful project outcomes through hands-on involvement.

Our client is a leading player in the telecommunications industry, renowned for delivering advanced mobile, broadband, and digital services. Committed to driving innovation and enhancing customer experiences, they are at the forefront of the digital landscape.They offer a dynamic work environment that encourages creativity and collaboration, making it an ideal place for professionals passionate about shaping the future of connectivity and technology. They are now seeking an exceptionally skilled and experienced ServiceNow Architect and Principal Engineer to join their dynamic IS team.Professional Growth and DevelopmentInfluence and Autonomy

Michael Page