ServiceNow Senior Technical Consultant

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 115,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide.

We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology.

WPP and our award-winning agencies work with most of the world's biggest companies and organisations from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 307 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 20th in the FTSE 100 rankings for Women on Boards.

WPP IT provides IT services for WPP, the world's largest communications services group. As a creative transformation company, WPP is helping its clients transform the future through extraordinary work. WPP IT is an integral part of that journey and we are proud to provide technology for some of the world's most creative brands.

Why we're hiring:

As the ServiceNow Senior Developer you will report into and assist the Platform Owner in the design and delivery of ServiceNow, including administration and development of the platform and be responsible for the analysis, design, development, and implementation of projects on the ServiceNow platform.

You will ensure all associated processes, hosted application and integrations are implemented effectively across a large modern infrastructure, to enable the successful delivery of stable, secure, and reliable IT Services across WPP, through the support, maintenance, management, and enhancement of the ServiceNow platform.

The role is responsible for design, development, and maintenance of the ServiceNow platform. you will work alongside system specialists, service professionals and project managers, where you will take ownership of designing, developing, and implementing innovative solutions around ServiceNow platform processes, procedure, and policies - that will improve the organization's operational effectiveness, efficiency, and productivity.

In this pivotal role, you will act as the technology subject matter expert of the ServiceNow platform, providing guidance, training, and building relationships across IT and the business to drive the maturity of ServiceNow

What you'll be doing:

• 10-15+ years experience developing on the ServiceNow platform.
• Advanced experience with Service Now implementations.
• Experience in implementation and customization of core applications of ITSM, Orchestration, integration with cloud and configuration management
• Experience in IT Operations Management (ITOM) including Event Management, Release Management, SACM including Discovery, Service Mapping and Orchestration.
• Experience in the Business Management (ITBM) space including PPM, GRC, Performance Analytics and Financial Management is preferred.
• Experience with Portal Development. and front-end solutions in Jelly or AngularJS
• Proficient working with workflows, business rules, UI pages, UI actions, UI policies, ACLs, and notifications.
• Fluent communications skills: written, verbal and interpersonal, within and across teams, up through executive channels and across vendors and third parties.
• 5+ years experience administering the ServiceNow platform.
• Performing health checks, monitoring performance, and mitigating issues.
• Experience in managing Operating System upgrade through lifecycle from plan to operate.
• Managing users, groups, and roles.
• Upgrading patches and families.
• Cloning over lower environments.
• Providing advanced support for ServiceNow by troubleshooting, implementing bug fixes, and root cause analysis.
• Strong technical knowledge in: Scripting, System Definition, Business Rules, Menus, UI/Forms, UI Actions, Content Management, Imports, Transforms, Web Services, and Notifications
• Developing, designing, configuring and rollout of new application modules, workflows, and catalog requests
• Experience with Business Rules, Script Includes, UI Actions, Scheduled Jobs - all scripted aspects of the Service Now system
• Experience with service Now client and server-side JavaScript and the Service Now APIs
• Strong understanding of ITSM best-practice processes & must be self-motivated with a proven record of accomplishment in ITSM technologies
• Strong knowledge of the ServiceNow data model and relationships such as CMDB, Asset, etc.
• Hands-on experience supporting and maintaining production systems and services
• Strong knowledge of AngularJS, JavaScript, SQL database/JDBC integrations
• Knowledge of ITIL principles and experience applying ITIL guidance to IT service. Certification a plus
• Experience with extending the ServiceNow schema to custom applications
• Exposure to ServiceNow platform capabilities and tools like Discovery and Orchestration and other applications like Service Watch, GRC etc.
• Should be able to contribute for Performance Analytics
• Experience integrating third-party software and APIs with ServiceNow using REST and SOAP.
• Hands-on experience on integration work using Azure AD, LDAP, SSO/Okta and Mid Servers.
• Experience with Agile/Scrum concepts and tools.
• ITILv4 certified is preferred.
• ServiceNow Administrator certification is Must.
• One ServiceNow CIS/CAD certification is Must.
  
  

What you'll need:

Area/Sub-function

• Serve as a technical subject matter expert to the ServiceNow platform team responsible for analysis, design, development and implementation of modules and application on ServiceNow platform.
• Support the configuration of application including, but not limited to Integration and Orchestration (Hosted Systems and AWS), Configuration Management (CMDB), CMS (Content Management System), Service Catalog, Service Portal, Incident, Change, Problem, Knowledge, Ideation & Demand, Governance, Risk, Compliance (GRC) and Reporting / Performance Analytics.
• Champion for maturing platform capabilities and automating administrative tasks such as management of users, groups, and roles.
• Help transform business and technical requirements into implementation plans. document requirements, develop technical specifications, maintain architecture / integration documentation.
• Works with product team to ensure user stories are developer-ready, easy to understand, and testable.
• Formulate testing approach, develop test cases, and deploy code into Production in defined releases.
• Formulate and socialize development best practices within ServiceNow, utilize team development features within ServiceNow to maximize productivity and effectiveness.
• Analyze, troubleshoot, and fix identified ServiceNow system issues / operational support tickets.
• Facilitates releases and deployments across environments.
• Promote governance through environment creation, modification, release, and deployment.
• Provide support and champion professional team development.
• Have ability to work within restrictive time limits and be able to manage conflicting priorities.
• Minimum 5 years of experience with ITIL-based processes and tool or equivalent experience supporting applications used internally by IT.
• Thorough knowledge of service delivery processes and how these are automated within ServiceNow.
• Promote and govern ServiceNow to support IT Service delivery and business needs in alignment with the ServiceNow and ITIL disciplines process and policies.
• Provide day-to-day advice and guidance on all ServiceNow related
• Own all risks associated with ServiceNow and ensure strategic plans are in place to reduce all risk.
• Establish and enforce best working practices. Ensure that all procedures are documented.
• Manage continual improvements to operational processes and procedures, ensuring that changes are documented and communicated clearly.
• Ensure implementation and adherence to the organization's Security Policy.
• Develop and communicate the organization's Ideation & Demand Process.
• Control all activities associated with the release lifecycle.
• Manage all relationships within the business and with partners and suppliers to agreed service levels.
• Promote ServiceNow platform Integrity.
• Monitor all ServiceNow queues and ensure SLAs are not breached.
• Identifying and promoting opportunities for continuous service improvements based on current performance, industry experience and benchmark data of the change, configuration, and release function etc.
• Stakeholder management educating internal and external parties on process, trends, tools etc.
• To carry out any other duties within the employee's skills and abilities whenever reasonably instructed.
  
  

Core Requirements

• To exercise due care and diligence, ensuring the areas the role is responsible for are organized and controlled
• To uphold responsibilities for risk and business continuity practices as appropriate to the position the role holds within the organization
• To comply with the regulatory regimes in which the organization operates, with consideration given to relevant Client Asset, Data Protection and Financial Crime Prevention regulations, as appropriate to the above role.
• All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities:
• To be quality driven, aiming for 100% accuracy and timeliness of delivery.
• To effectively plan the way services are delivered so that all activity is related to providing quality services and meeting the expectations of the customer (internal and external).
• To continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance.
• To observe proper standards of market, business, and personal conduct, demonstrating integrity in the execution of duties.
• To communicate and promote the values which reinforce and support a consistent quality culture.
  
  

Who you are:

You're open : We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You're optimistic : We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people We promote a culture of people that do extraordinary work.

Scale and opportunity We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge

WPP is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.

Please read our Privacy Notice ( https://www.wpp.com/people/wpp-privacy-policy-for-recruitment ) for more information on how we process the information you provide.