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OVERVIEW
This role will require you to translate business requirements into technical requirements and solutions. You will also be responsible for creating and managing applications in the service management platform including overseeing the workflow and inclusion of approved processes aligned with the ITIL framework.
RESPONSIBILITIES
- Focus on analysis responsibilities for the Enterprise Service Management application, including process design and development as well as testing and implementation of required and approved applications
- Analyse system and application problems, design and implement workable solutions, and support such solutions to provide a reliable application with sustainable processes
- Documents and communicates key application technical and functional changes to management
- Responsible for managing, monitoring and ensuring continual service improvement of service management processes and tools with a focus on exploring process improvement, customer service strategy, and application enhancements.
- Work directly with other support groups in the build, test, and implement cycles of platform development, enhancements, and upgrades
- Participate in other duties and projects as directed by the Service Management leadership team
REQUIRED EXPERIENCE
- Bachelor's Degree in Information Technology or substantial equivalent experience with an emphasis on web/application development-related field or equivalent work experience
- ServiceNow development is a must
- Thorough understanding of ITIL/ITSM processes
- Experience in application design, analysis, deployment and support
- Excellent JavaScript knowledge
- Ability to act as liaison between IT, and the Business and promote sound processes and procedures
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