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ServiceNow Configuration Specialist

August 9 2019
Industries Bank, Insurance, Financial services
Categories Project Management, Business Analysis, Information Technology, Help Desk, Installation, Maintenance, Repair, Programming, Development, Project management, Training, Technical writer, Documentation, Product development and Management, System administrator, IT Business Analyst
Vancouver, BC

DEPARTMENT DESCRIPTION

The Technology Department is responsible for providing technology solutions that contribute to the achievement of BCI's vision and long-term goals. The department manages the Corporation's business applications and information technology infrastructure, providing support to a large group of financial professionals. The Technology Department is also responsible for authoring IT-related directives and conducting disaster recovery planning to minimize risk to the Corporation's delivery of investment services.

POSITION DESCRIPTION

Reporting to the Manager, Customer Support Centre, the ServiceNow Configuration Specialist enhances and maintains services management maturity, enabled by ServiceNow. Operating within an agile project delivery team, the ServiceNow Configuration Specialist is a senior technical resource with advanced administration capability and is responsible for designing, building, and customizing ServiceNow applications and services against a service management maturity roadmap for BCI. The position can be based in either Vancouver or Victoria with travel between the two cities.

QUALIFICATIONS

  • Bachelor's degree in Technology, Computer Science, related field, or equivalent experience
  • A minimum of 18 months experience with Agile methods (Scrum) and teams
  • Must have experience developing technical design documents and ServiceNow applications from business requirements
  • Must have deep working knowledge of ServiceNow modules enabling request, incident, change, problem, knowledge, asset and configuration modules
  • Must have excellent customer-service, listening, communication and problem-solving skills
  • Experience with and working knowledge of ITSM, the ITIL framework and enterprise ITSM projects 
  • Experience implementing integrations and automation with Active Directory and System Center Configuration Manager (SCCM) 
  • Professional training and/or certifications is an asset, such as ITIL Foundation Training, ServiceNow System Administration, Scripting in ServiceNow, and Application Creation in ServiceNow

PRIMARY RESPONSIBILITIES

  • Leads the technical delivery of new and/or improved service management capabilities enabled by ServiceNow on a regular sprint cadence as part of an Agile delivery team 
  • Design and configure new ServiceNow applications and services
  • Facilitate the implementation and integration of all ServiceNow modules
  • Implement system integrations and automation with applications such as Active Directory and SCCM 
  • Applies best practices IT Service Management and ITIL framework to process development activities, software design/configuration, and associated implementation activities 
  • Prepares requirement specifications and design documents
  • Establishes and drives ServiceNow configuration and development standards consistently across all environments
  • Applies knowledge of Agile methods and participates in team activities, ceremonies and efforts to continuously improve processes including backlog development or grooming, sprint planning and team retrospectives
  • Provides mentoring and guidance for and facilitates knowledge transfer to other team members as needed
  • Assists Product Owner and Business Analyst roles in estimating release level of effort
  • Works with the team to progressively refine upcoming product backlog items so they are each well-understood and small enough to fully complete in one sprint
  • Ensures technical artifacts are accurate, accessible, maintained and communicated 
  • Undertakes special projects or assignments as required
  • Performs other related duties as required

COMPETENCIES

Learning Agility

Effective performers continuously seek new knowledge. They are curious and want to know "why". They learn quickly and use new information effectively. They create and foster a culture of interest, curiosity, and learning.

Relationship Building

Effective performers establish and proactively maintain a broad network of relationships (e.g. colleagues, co-workers, vendors, suppliers, etc.). They value these relationships and work effectively across the organization by maintaining positive working relationships with peers and others.

High Standards

Effective performers possess a high inner work standard and shows pride in their work.  They consistently strive to ensure work is complete within deadlines and that all work performed is of a high quality.

Influence

Effective performers are skilled at directing, persuading, and motivating others. They are able to flex their style to direct, collaborate, or empower as the situation requires. They have established a personal power base built on mutual trust, fairness, and honesty.

Organization & Planning

Effective performers have strong organizing and planning skills that allow them to be highly productive and efficient. They manage their time wisely and effectively prioritize multiple competing tasks. They follow through on tasks to ensure changes in technology are communicated effectively.

Results Orientation

Effective performers maintain appropriate focus on outcomes and accomplishments. They are motivated by achievement, and persist until the goal is reached. They convey a sense of urgency to make things happen. They respect the need to balance short- and long-term goals. They are driven by a need for closure.

Communicativeness

Effective performers clearly and articulately convey technical and other information both orally and in writing to others in a manner appropriate to the listener. They write clearly, accurately and concisely, composing project, technical and other required documentation as required.    

Change Mastery

Effective performers are adaptable. They embrace needed change and modify their behaviour when appropriate to achieve organizational objectives. They are effective in the face of ambiguity. They understand and use change management techniques to help ensure smooth transitions.

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