SNOW (CSM/ITSM/ITAM) Technical Expert

Job description :

In the scope of two large ServiceNow CSM/ITSM/ITAM transformation projects, we are looking to reinforce our ServiceNow technical team.

In this role you:

The resource will join a project where an external vendor is delivering the implementations. Its role would be to improve the overall quality and take over more complex / sensitive topics that must be delivered on time.

Deliverables we expect:

Translating business requirements into ServiceNow features focusing on minimizing the level of customizations
Collaborating with the ServiceNow Architect on the design, development and support of ServiceNow solutions, employing best practices in architecture, design and development.
Delivering ServiceNow CSM or ITSM & ITAM implementations including one or several of the following:
- Core platform implementations (case, incident, mim, service catalog…)
- CSM Portal / Employee Center enhancements
- Integrations with 3rd party tools.

Reviewing and optimizing implementations done by other developers ensuring better low customization adherence, optimal performance, scalability and security.
Developing enhancements that were identified as gaps during the UAT phase and potentially review exiting designs to improve them.

The ideal candidate

Technical & Functional Experience:

6+ years Hands-on ServiceNow CSM and/or ITSM experience. ITAM is a plus.
Expert in Service Portal management and customization (with practical experiences)
Excellent knowledge of Case, Incident and Request management, Service Catalog definition and setup with practical experiences
Good knowledge of the ServiceNow Platform and its core features (main applications, shared capabilities, CMDB…)
Experience of integrations with 3rd party tools (scripted APIs and Integration Hub)
Excellent knowledge of Workspaces, UI Builder, Flow Designer
Additional experience in ITOM is a plus

Professional Skills (Methods & Processes):

Knowledge of ITIL processes and the Customer/Employee Support context
Good understanding of release management and code versioning best practices
Strong problem-solving skills with the ability to work cross-functionally in a fast-paced and rapidly changing work environment.
Specification writing: ability to clearly document the functional requirements including, inputs, outputs, considered solution and alternatives, high level design and integrations.
Testing Strategies: Experience of both technical and functional testing including test script writing and execution.
Agile Methodology: Experience of working in SCRUM.

Soft Skills

Team player: Ability to efficiently collaborate within and outside of the team and adapt to the audience (technical, functional, junior, senior, management, etc.
Proactive: propose help and assistance in problem solving, detect issues and propose solutions, have a creative approach and propose improvement strategies.
Excellent communication:

Express ideas and opinions clearly, define messages and reach a common understanding of issues, addressing the audience effectively.
Active listener, seeks clarification and confirms understanding.
English: Excellent.

Further information

Activities for this project will be in Madrid.
Full remote is accepted.
The mission will start ASAP.
No travel is required.
The duration of the contract is 12 months that can be renewed depending on the performance of the services.

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