What you will be doing?
You will work in the Service Now squad as Dev Engineer on Service Now. The squad is working in an agile way.
Mission context
- Support and guide the team through the different processes.
- Monitoring of the instances.
- Execute maintenance/run tasks (small changes/ LCM / License mngt ...)
- ITIL framework knowledge:
- Incident management - Second/third line incident management (analyze /alignment / small changes / communication / follow-up...)
- Problem Management
- Asset Management
- Change Management
- Release management: prepare and follow-up releases (runbook preparation and validation, presentation in Change advisory board).
- Process optimization: experience in optimizing workflows, reducing bottlenecks, and automating repetitive tasks.
- Data analysis: understanding of report creation, dashboard management.
- Agile or Scrum methodologies.
- Implementation of processes in Service Now.
- Design and creation of feeding interfaces to integrate data to Service Now.
- Setup API integration between Service Now and Fortis local resources.
- Analysis and creation of automated exports from Service Now to feed Fortis internal customers' needs.
- Analysis and configuration of Email interfaces (inbound/outbound) in Service Now.
- Workflow design in Service Now.
- Migration of existing tools to Service Now.
Technical profile requirements
- Service Now Certified (Admin Course)
- Certified Implementation Specialist or other related certification (nice to have)
- Cloud knowledge (nice to have)
- Monitoring and performance optimization: experience with Service Now instance health checks, performance monitoring and system upgrades.
