ServiceNow ITSM Specialist

Job Overview:

Based in our Bengaluru office on a 16x5 shift pattern with on call on a rota basis.

Focused initially on specialist end user support and resolution of issues with ServiceNow evolving, as part of a dev ops structure, to support, develop, projects and maintaining service.

Implement, integrate, enhance, and solve issues with ServiceNow ITSM solutions. Collaborate with various technical and business teams to contribute to all phases of the software configuration, development, and implementation lifecycle. Maintain technical proficiency in ServiceNow ITSM, ensuring that systems are performant and fit for purpose.

Responsibilities:

Provide L2 and L3 support for ServiceNow ITSM products and services.

Requirements, configuration, design, development, testing, and implementation of ServiceNow ITSM features.

Required Skills and Experience:

With at least a B.Tech or higher in Computer Science, Software Engineering, or a related field, and at least 3 years of overall experience in a similar role within a global organisation of which a minimum of 1 year is working with ServiceNow ITSM.

Competencies

TECHNICAL

• Track record of operational support, Incident, Request, Change and Problem Management aligned with ITIL.
• ServiceNow Platform Expertise: ServiceNow platform, including its architecture, database structure, and core functionalities. Configuring ServiceNow ITSM modules such as Incident, Problem, Change, Service Catalogue, Knowledge Management and Request Management.
• Support Development & Reporting: custom applications on the ServiceNow platform to meet specific business requirements, ServiceNow development tools like Studio, Flow Designer, Scripting languages such as JavaScript, HTML, CSS, and AngularJS; Write, debug, and maintain scripts (Client Scripts, Business Rules, Script Includes, UI Policies, etc.) in ServiceNow.
•  Designing and implementing complex workflows and automation within ServiceNow to streamline ITSM processes.
•  Build and customise reports and dashboards within ServiceNow.
• Utilise ServiceNow's Performance Analytics to develop reporting and analytics solutions.
• Data import and manipulation using tools like Import Sets and Transform Maps.
• Knowledge of ServiceNow standard practices and coding standards to ensure efficient and maintainable code.
• You have knowledge of ITSM and analytical tools (including ServiceNow Platform Analytics).
• Software Development: Adhere to Secure Development Lifecycle (SDLC).
• Solution development in a DevOps environment.

“Nice To Have” Skills and Experience:

• Integration Capabilities: Integrating ServiceNow with external systems using REST, SOAP, and other web services; ServiceNow's Integration Hub! and Flow Designer! for creating integrations and automated processes.
• Security and Access Control: ServiceNow security model, including Access Control Lists (ACLs) and user roles; Update Set Management; Handling and deploying Update Sets across ServiceNow instances.
• Experienced with development practices such as Waterfall, Agile.
• Experienced working in a global, diverse and multicultural environment.

Certifications:

• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist - IT Service Management (CIS-ITSM);
• Optional certifications: ServiceNow Certified Application Developer (CAD)

In Return:

At Arm, we want our people to Do Great Things. If you need support or an accommodation to Be Your Brilliant Self during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.

Arm is an equal opportunity employer, committed to providing an environment of mutual respect, where equal opportunities are available to all applicants and colleagues. Arm prohibits discrimination or harassment of any kind based on race/ethnicity, religion, national origin, age, sex, sexual orientation, gender, gender identity and expression, disability, neuro-diversity, pregnancy, medical condition, marital status, citizenship status, military/veteran status, as well as those characteristics protected by applicable laws, regulations and ordinances.

Arm’s hybrid approach to working is centred around flexibility, where we split our time between the office and other locations to get our work done. Within that framework, we empower groups and teams to determine their own particular hybrid working pattern, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.

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Accommodations at Arm

At Arm, we want our people to Do Great Things. If you need support or an accommodation to Be Your Brilliant Self during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.

Hybrid Working at Arm

Arm’s hybrid approach to working is centred around flexibility, where we split our time between the office and other locations to get our work done. Within that framework, we empower groups and teams to determine their own particular hybrid working pattern, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.

Equal Opportunities at Arm

Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.