Description
Key responsibilities
- Supporting the platform operations and being responsible for the business delivery, functioning and services of the ServiceNow platform.
- Overall ownership and oversight of ServiceNow instance
- Supporting creation of platform roadmap for ServiceNow
- Being the custodian of the platform data in the application
- Implementing major changes in the current ServiceNow platform solution
- Supporting the new features of ITSM, ITOM, ITAM, SEC, HR, …
- Coordination and implementation of integration solutions (interfacing) with other applications (internal applications or BOSA ServiceNow applications)
- Analysis of change requests
- Determining the impact of platform changes
- Drawing up “Business / User Requirement Specifications” based on business requirements for ServiceNow Platform
- Drawing up functional specifications for “enhancements” (changes to the existing solution) for the platform and checking these with the stakeholders involved
- Single point of contact towards IT and/or the business
- First point of contact for the developers during the development of “enhancements”
- First point of contact for IT architects, integration or security specialists
- Providing administrative and functional support in ServiceNow to users and process owners within the organization
- Provide timely support for user inquiries and resolution of production issues
- Perform system integration tests and manage / coordinate user acceptance tests
- Organizing and conducting integration and acceptance tests
- Writing out processes or user documentation
- Preparing for transition to production
- Hypercare after go-live
- Answering tickets from (key) users
- Be responsible for ServiceNow platform upgrades
- Determining the impact of possible upgrades compared to the ServiceNow platform architecture
- Investigates proactively how ServiceNow platform upgrades can be beneficial to improving existing customer ServiceNow implementation
- Drawing up an implementation plan to carry out such upgrades
- Drawing up functional and technical requirements
- Coordination with internal and external stakeholders