3RD LINE TECHNICAL SUPPORT

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My client are looking for a 3rd line ServiceNow Engineer to be based in Newcastle Upon Tyne on an initial 3 month contract.

Key Purpose of the Role

*To design, develop and deliver high quality Service Now environments within a multiple customer environment which encompasses ICT and BPS facilitating the full range of ITIL processes. Taking a lead role within the Service Now implementation team developing solutions in line with the requirements of the customer and the service designers.

*Provide advice and guidance on required Service Now processes and procedure to minimise customer impact. Coaching and advising other members of the team to enhance their skills and ensure support continuity and capability.

*To deliver full 3rd line support to both external customers and transactional teams within BT Shared Services through the use of best practice processes and systems with responsibility for meeting rigorous service level requirements and providing excellent customer service at all times

Key Responsibilities / Objectives

*Design, configure and implement ServiceNow based applications to support business processes that meet business requirements

*Providing tool administration, configuration/customisation, reporting services, and support including designing and updating forms and workflow.

*Aggresso application support knowledge to a 2nd / 3rd line level

*Follow agreed coding standards, implementation plans and timelines to deliver required functionality

*Design and develop information technology roadmaps for the ITSM toolset and manage implementations

*Create interfaces to work with other internal and external systems using Web services and other technologies

*Develop and manage application code, user interface, and third-party integration components as part of customer delivery

*Provide recommendations for service improvements leading to improvements in efficiency and/or customer satisfaction.

*Provide knowledge transfer, coaching and informal mentoring to other members of the ServiceNow team and users as required.

*Supporting the planning and take on of new customers onto ServiceNow.

Person Specification

Personal Skills:

*Professional, mature & flexible approach to work.

*Highly dependable and punctual.

*Able to ensure smooth delivery and operation within teams.

*Attention to detail & ability to flourish in a pressurised working environment.

*Excellent interpersonal and communication skills

*Effective decision Making and ability to use own initiative

*Evidence of a problem-solving approach to work

Technical Skills:

*ServiceNow 3rd line Application and administration support.

*Good knowledge of Microsoft based operating systems including 2008 and 2012

*Experience in Application Support and design especially in relation to SQL

*Networking Experience (LAN, WAN)

*Experience of troubleshooting and using Remote Access tools

*Knowledge of enterprise Firewall Solutions and their impact

High Level troubleshooting of the following:

*Citrix

*SQL

*Application workflows and events

*Active Directory integration

*WAN/LAN issues

Customer Service Skills:

*Strong communication & interpersonal skills

*Able to manage incidents in accordance with documented service level agreements

*Experience of dealing with customers via all required media types (phone/email/webchat)

*Ability to deal with difficult customers and situations

*Trained in customer care

Formal Qualifications?

Good knowledge of multiple technical disciplines

?Computer related degree or equivalent knowledge?

Relevant Experience?

previous IT ServiceNow Application support experience

Knowledge of ITIL / basic awareness of ISO2000027000

Experience of using a service management system to record incidents

Minimum Training Requirements?

ServiceNow Application Support

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