BCS365

ServiceNow

• Serve as the subject matter expert for all ServiceNow modules.
• Partner with business leaders and key stakeholders to design, develop, and architect core ServiceNow capabilities.
• Provide tools and capability recommendations based on platform functionality research and experience.
• Manage a team of developers, vendors, and administrators supporting the ServiceNow application.
• Lead the design, development, and continuous improvement of ServiceNow solutions for internal and external projects.
• Collaborate with business leaders, stakeholders, and Information Technology teams on requirements and implementation.
• Create and maintain reports and dashboards.
• Lead ServiceNow support, administration, maintenance, upgrades, and updates.
• Create and maintain API and data integrations between ServiceNow and other services and applications.
• Develop system integrations and process automation.
• Monitor application health, usage, and compliance.
• Load, manipulate, and maintain data between ServiceNow and other systems.
• Serve as a technical contributor and maintain expertise in industry standards and best practices.
• Convert product requirements into systems solutions within technical, schedule, and cost constraints.
• Research and resolve complex technical problems in production and non-production environments.
• Develop creative technical solutions to complex problems.
• Identify and assess compliance and operational risks and escalate, manage, and report control issues.
• Perform other related duties as assigned.

ServiceNow Manager

IT Support

• Lead and oversee the help desk team, including field services technicians and technical support analysts.
• Oversee customer services and ensure timely response and resolution of technical issues and requests.
• Supervise and manage the help desk team, including hiring, training, and performance monitoring.
• Ensure technical issues are resolved effectively and within SLAs.
• Monitor help desk performance metrics and customer feedback.
• Develop and implement help desk policies and procedures.
• Collaborate with other departments to identify and implement technical solutions for customer needs.
• Analyze call center data and prepare reports for upper management.
• Evaluate staff effectiveness and performance annually or ad hoc.
• Prepare work schedules to ensure sufficient coverage, including holiday coverage.
• Stay current with help desk trends and technologies.
• Maintain a problem-solving attitude and enhance client satisfaction through efficient issue resolution, timely ticket response, and rapid call handling.
• Perform other duties as assigned.

ServiceNow Manager

Help Desk Manager