Consultant, Functional Analyst – Service Now

Job CategoryInformation Technology
Position Type
Application Deadline December 6, 2021
Experience Required5+ years
Job Duration5 years
Education RequiredN/A

Job Opportunity
currently has an exciting full-time opportunity for a Service Now and Big Fix Functional Analyst to join our Information Services team. Within this role, the selected candidate will be responsible for facilitating the maturing of Service Now platform, and by proxy, service management practices. In addition to leading the technical design for ServiceNow code and architecture, the incumbent will also be responsible for supporting maintenance, continual service improvements, and new capabilities whilst partnering with key business units and process managers.

What you’ll be doing: 
• Lead technical designer for ServiceNow code and architecture, while taking on responsibility for overall ServiceNow code quality.
• Design, prototype, implement, test, and deploy business rule and technical solutions.
• Develop existing and custom applications within ServiceNow, including integrations with other applications.
• Participate in hands-on experience with Service Catalog and Service Portal modules.
• Create and utilize update sets to move customizations between ServiceNow instances.
• Design and maintain a highly available and recoverable environment.
• Provide administrative ServiceNow support, this includes troubleshooting via advanced support, implementing bug fixes, and partaking in root cause analysis.
• Document, maintain, and update policies, procedures, and controls for the operations of the ServiceNow platform and its SDLC.
• Review requirements to ensure that they are provided in sufficient detail to be accurately estimated.
• Work with process managers to fully understand business functionality, pain points, and areas of improvement.
• Commit to the continuous improvement, and learning development of ServiceNow best practices, tools, and technology.
• Lead and manage the development work of vendors and consulting staff.
• Mentor service management team, and share necessary technical knowledge.
• Perform all Endpoint Services via BigFix including patch roll-out, software distribution, and OS upgrades.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
• Oversee IBM BigFix environment, operations, maintenance, and management.
• Complete overall patch/release management, while ensuring all packages are deployed with efficiency and transparency.
• Identify, manage, and monitor for vulnerabilities that may affect compliance requirement and change management procedures.
• Develop, manage, and maintain endpoint deployment and distribution configurations.
• Provide subject matter expertise on issues and tasks related to the remote distribution of packages.
• Provide technical documentation on the Big Fix instance.

What you bring: 
The Experience
• Bachelors’ degree in computer science or related discipline.
• Minimum 7 years of professional experience with systems analysis and application development in an IT capacity (this includes administration, implementation, integration, and configuration in ServiceNow).
• Minimum 3 years of experience with the ServiceNow platform in an Admin/Developer capacity (administering an enterprise-wide, multi tier ServiceNow production environment – this includes: the delegation of groups, modification of CMS, workflows, business rules, UI configuration, catalog items, reports, and updates).
• Minimum 2 years of experience in BigFix administration, OS/Security patching, and installation and configuration of applications/agents/relays.
• Prior experience developing custom applications in ServiceNow, leveraging scripted workflows, complex business rules, client-side/server-side scripting, custom UI pages, ACLs, custom widgets, custom reporting, custom CMS/Employee Self Service Portals.
• Overarching understanding of ServiceNow Enterprise product suite.
• Hands-on experience in technical solution design, software specifications, conceptualization, and development.
The Attitude
• A self-starter attitude, and the ability to deliver excellent results with minimal supervision.
• Excellent interpersonal and communication skills, along with a detail-oriented personality.
• Outstanding analytical and problem-solving skills.
• Exceptional written and oral communication skills paired with excellent presentation skills.
• Ability to demonstrate initiative, good judgement, and effective decision making.
• Strong process improvement mindset, and experience in leading discussions to drive positive results amongst inter-disciplinary groups.
Nice to Have
• Hands-on experience in Agile projects is considered an asset.
• ServiceNow Certified Admin and ITIL Certifications an asset.

If interested please share the resume at
[email protected]