Job Description & Summary

The ServiceNow DevOps Engineer is responsible for administering, maintaining and continuously improving the ServiceNow platform, including modules from the ITSM, ITBM, HRSD and SPM stacks, custom apps, virtual agents and portals. The candidate would be working as part of the Operations, Support and Development team and collaborate with the Platform Delivery team, to manage software developments, releases and changes.

The role would involve platform development, platform monitoring, performance
management, user management, patch management, security management, service level management, as well as compliance and audit support. Additionally, the candidate will provide level 2 end-user support by following a defined process for logging, tracking and resolving incidents and service requests. Overall, the expertise of this role in ServiceNow administration and support would enable the candidate to optimize services, processes and enhance the overall efficiency of IT, HR and L&D Service Management service management within the organization.

What you will be doing: 

Administer and support the ServiceNow platform. 

Continuously monitor and report on service levels, platform performance and health, proactively identify and resolve performance bottlenecks, implement performance tuning and optimization. 

Provide level 2 & 3 support for handling and resolving incidents, communicate with vendor support depending on the context & complexity of issues.  

Operationalize the Change Management Process by managing and implementing changes to the platform, coordinate with stakeholders of the platform delivery team to schedule and approve changes, while ensuring minimal disruption to services during changes. 

Support the planning, scheduling, and executing of the platform (vendor) releases and updates.  

Ensure smooth deployment processes and rollback plans if needed.  

Maintain existing internal services for platform users as well as develop and deploy new ones (e.g. access requests, group configuration etc.). 

Develop, test, and deploy fixes to issues based on proactive measures or reported incidents in alignment with the Development Team. 

Develop, test, and deploy minor enhancements in alignment with the platform development team to continuously improve platform delivery (covering e.g., architecture, performance, availability, usability, correctness, consistency). 

Support and be part of the handover process within the Development Team 

Regularly apply security patches and updates, in alignment with the platform delivery team and the development team. 

Implement and manage platform security measures (firewalls, encryption, access controls). 

Conduct regular security assessments and audits.

Respond to and mitigate security incidents. 

Manage user accounts and permissions based on Incidents or Service Requests.  

Maintain an inventory of application configurations and settings, document and manage configuration changes.

Ensure that the platform complies with relevant regulations and standards, provide support for audits and compliance checks. 

What we need from you: 

Strong experience in administering and configuring the ServiceNow platform, including Virtual Agent, Custom Apps and Service Portal.

kills in software development on ServiceNow (UI Builder, Flow Designer, Java Script). 

Proficiency in ServiceNow modules from the ITSM, ITBM, HRSD and SPM stacks. 

Knowledge of ServiceNow customization techniques, including form and workflow configuration, UI policies, and business rules.

Familiarity with ServiceNow integrations and ability to develop and maintain integrations with other systems using APIs, such as MarkLogic. 

Understanding of ITIL processes and best practices. 

Knowledge in the areas of HTML, CSS, XML, JSON and Microsoft Azure.

Strong problem-solving and troubleshooting skills.

Understanding of network concepts, GDPR, data security and information security standards. 

Excellent communication and collaboration skills to work effectively with stakeholders and end-users. 

Ability to manage multiple tasks and prioritize effectively. 

Meticulous attention to detail and ability to provide well-documented records.

Self-driven to stay up to date with the latest features and best practices in ServiceNow. 

Certificate for Certified System Administrator (CSA).

Additional certificates are welcome. 

Working knowledge of English (spoken and written). 

What we offer: 

Opportunities to impact: Dive into diverse projects and seize international assignments that let you shape the future. 

Mentoring: Thrive in a supportive culture with regular feedback, personalized training programs, and clear career development paths. 

Work-life balance: Flexible hours, extra days off at Christmas, and full compensation for every extra minute you work.

Extra perks: Indulge in office massages, a Multisport card, medical center membership, and exclusive discounts with partner companies. 

 

We appreciate the interest shown by all candidates. However, we wish to advise that only suitable candidates will be contacted. 

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