SNOW; CSM​/ITSM​/ITAM Technical Expert

In the scope of two large Service Now CSM/ITSM/ITAM transformation project s, we are looking to reinforce our Service Now technical team.

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.

• Translating business requirements into Service Now features focusing on minimizing the level of customizations
• Collaborating with the Service Now Architect on the design, development and support of Service Now solutions, employing best practices in architecture, design and development.
• Delivering Service Now 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.

Technical & Functional

Experience:

• 6+ years Hands-on Service Now 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 Service Now 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 Work spaces, 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.
• 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.

• 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.