ServiceNow Discovery Lead null

Job Description

• Provides skilled technical support/delivery capability, with minimal supervision, for the current and future design, testing, delivery, support, and maintenance of production services in the technical operations environment.
• Provides technical and procedural consistency within a team focused on the implementation, service delivery and support of products, systems & networks.
• Contributes to initiatives for driving down incident rates and working with first-line operations (and operations engineers within specialist functional teams, working with 2nd line operations) to improve service recovery times.
• Adheres to the implementation process to ensure that all aspects of operability are delivered whilst ensuring that existing service levels are maintained or improved.
• Contributes to defining operational standards, procedures, and best practices.
• Operations Engineers within specialist functional teams may have compliance assurance responsibility.
• Works in close liaison with various operational, project, development and product teams as well working within the Service Organisation to ensure ongoing service delivery and support can be maintained to agreed service levels.

Role Purpose

• Serves as the point person for work related to ServiceNow Discovery, including but not limited to the support/enhancement of MID servers, Discovery jobs and Discovery dashboards
• Provides skilled technical support/delivery capability, with minimal supervision, for the current and future development and administration of ServiceNow.
• Provides technical and procedural consistency within a team focused on the implementation, service delivery, support, and maintenance of ServiceNow.
• Complies with operational standards, procedures, and best practices.
• Works in close liaison with the various operational, project, and development teams to ensure ongoing service and support can be maintained to agreed service levels

Responsibilities

• Serves as the point person for work related to ServiceNow Discovery, including but not limited to the support/enhancement of MID servers, Discovery jobs and Discovery dashboards
• Provides a sound level of technical and subject matter expertise in one or more technologies and serves as a point of escalation for technical issues related to ServiceNow.
• Produces delivers and maintains appropriate documentation.
• Independently provides proactive problem management with ServiceNow in order to deliver high service levels. May follow up on root cause analysis and resolution of problems.
• Assists with identifying risks & issues following appropriate escalation procedures.
• Provides assistance to Technical Recovery plans, and takes part in technical recovery for major incidents within your defined area.
• Provides detailed implementation/project plans across multiple, complex work streams according to agreed standards and ensures project processes and timelines are understood and followed.
• Works and cooperates with internal and external groups when required in order to fully support ServiceNow.
• Adheres to change management procedures in defining, planning and implementing change in such a way that ensures appropriate coordination with other teams, minimizes service disruption and ensures adherence to Service Level Agreements.
• Adheres and contributes to the definition and implementation of operating procedures and operability on new and existing systems, ensuring adherence to defined operations standards.
• Stays abreast of recent developments in the related technical community, including new technology and business news that may impact vendors’ ability to provide service.
• Assists in the analysis and design of complex solutions and requirements definition, including translating technical and business requirements into physical installations.
• Reviews and coordinates the implementation of proposed modifications, and changes to the production environment.
• Provides direction into standards and procedures for monitoring, capacity planning, tuning, maintenance, performance optimization, backups and recovery; ensures infrastructure will meet capacity requirements to deliver projects on time.

Scope and Impact

• No direct budgetary responsibility but may contribute during the annual budgeting process.
• Local although may be called on to travel and work on projects in other geographical areas.
• Accepts and conforms to plans and direction of the group, contributing to new initiatives.
• Works in the technical areas with high or moderate levels of complexity and diversity.
• May work independently or with minimal assistance from a more senior member of the appropriate discipline.
• Able to manage work across multiple and competing priorities.
• Expected to work flexible hours.
• No staff responsibilities.
• Develops skills and knowledge to prepare for progression as part of career development.

Technical / Professional Skills & Competencies

• ServiceNow development and administration experience.
• Working knowledge of networking in order to understand questions about ServiceNow Discovery
• Strong written and verbal communication skills.

Relationships: Internal / External

• Primary relationship with peers, manager, and project team members.
• Extended network includes business customers, managers/staff of Implementation support, operations, and other technology teams. May also include external customers or vendors.

Certifications / Education

• College bachelor’s degree in technology-related field or substantial course work toward a technology-related degree with relevant work experience
• ServiceNow admin certification preferred but not required

Professional Experience

• Moderate technical experience in a technical environment
• Technical expertise on IT products and technologies

Behavioural Competencies

• Focusing on Customers
• Collaborating across Boundaries
• Driving Results