- The BAU activities
- Versioning of the tool
- Implementation of the functional sprints
Required Experience and Knowledge
- 3-5 years minimum in an Administrator role of a Servicenow platform
- Strong understanding of Servicenow architecture
- Certification on Servicenow administration functions
- Strong expertise of Agile
- Strong experience of the ITIL framework (ITIL 4 minimum)
- Sound understanding of the overall company infrastructure
Functional competencies
- Strong understanding of ITIL ITSM
- Strong capacity to manage a state-of-the-art BAU of the platform, prepare platform upgrade
- Work closely with Product Owner to deploy roadmap sprints and inform Product Owner on platform capacity
Key responsibilities
- Throughout all program stages
- Manage the end-to-end BAU of the platform
- Daily routines
- Create Service Requests
- Create users, access right
- Set a technical product roadmap to provide strong visibility to all stakeholders on the product life cycle
- Provide visibility on versioning
- Provide technical guidance to Product Owner on tool possibility
- Implement / help managing the CMDB
- Create if needed processes to collect CMDB information
- Ensure tool security is in place
- Access
- API management
- Implement processes in the tool
- Help on building global ITSM processes
- Incident, Problem, Change, Service Request
- Ensure the tool is in a thorough alignment with ITIL 4 framework
- Manage
- BAU Platform t budget
- Licences management
- Ensure Support Organisation is in place to have a steady state environment
- Ensure all infrastructure security aspects are under control
