Technical Manager Service Now

Job Description

Key responsibilities -Application, change (and Project) Support responsibilitiesIncident Management: Keeping systems up and running, by applying a controlled process of registering, monitoring and resolving of application related ticketsMonitoring overall performance of application, responsible for integrity of production environmentMaintaining the applications according to the SLA and in line with the regional business needs of involved Business Unit(s) and organizationPeriodic standby for emergencies (24x7 availability schedule)Operationalize priority setting as agreed with the businessFunctioning as a 1st escalation point for the 3rd party vendors and the user community on Application Maintenance related servicesSignals deviations on policy, standard package matters &, after approval, contributes to changesEnsuring IM process compliance for area of responsibilityApplication, change (and Project) Support responsibilitiesIncident Management: Keeping systems up and running, by applying a controlled process of registering, monitoring and resolving of application related ticketsMonitoring overall performance of application, responsible for integrity of production environmentMaintaining the applications according to the SLA and in line with the regional business needs of involved Business Unit(s) and organizationPeriodic standby for emergencies (24x7 availability schedule)Operationalize priority setting as agreed with the businessFunctioning as a 1st escalation point for the 3rd party vendors and the user community on Application Maintenance related servicesSignals deviations on policy, standard package matters &, after approval, contributes to changesEnsuring IM process compliance for area of responsibilityTakes care of proper documentation of the application (technical - process and end-user documentation)Executes changes & enhancements: describe problem, information analysis, prepare solution, execute system change (self or by third party), test the change, amend user documentation, implementation, after careConduct tests as defined in an integration test specification, recording details of any failures and carrying out fault diagnosisAnalyses and Supports Key-users training needs and creates /maintains training materialPeriodically visit the customer (sites), to discuss tickets, wishes etc with key users, and demonstrate visibilityCo-responsible for activities to ensure applications functions and operates appropriatelySupporting project handover activities (hand over from deliverables and knowledge from a project to the Application Maintenance teams) for the area of responsibilitySupport projects in execution of changes / enhancementsParticipating in implementation improvements and optimization projectsTranslates business requirements into solutions and/or solution directions in the area of planning and related areas (logistics, inventory management)Contributes to and initiates continuous improvement activitiesKeeps IM documentation and CMDB up to date for the business processes and applications in scopeTechnical knowledge and skills:Master / bachelors degree in business management, computer science, computer engineering, or a related field of studyBackground: IT consulting, IT architect, or business role with IT affinity or experience (e.g. supply planner, S&OP or ISC management)Professional with at least 5 years of experience in the IT sectorAbility to rapidly comprehend the functions and capabilities of new trends and technologies.Experience and knowledge of business process modelling and application architecture design (logical and physical) frameworks, tools, technologies, methodologiesProposed solutions or directions using knowledge, experience and analysis of available informationProfessional with sufficient knowledge in own specialized field and has knowledge to adjust the package to NR functional requirements and technical context built on an understanding of the theoretical concepts and principles and their contextAt least 2 years experience with the ServiceNow Platform (especially ITSM, HR and ITBM modules), related infrastructures ( e.g. AD, Mid Server, SCCN) and interfacing.Familiar with IT standards like ITIL, Cobit, CMM.Certification in system maintenance / configuration / customizingBusiness process knowledge skills:Is aware and has knowledge of business processes that are related to a standard package or specific developmentsBuilds strong relationships and has overall knowledge of IM/IT and SLAsPersonal characteristics and people skills:Drives for efficient results, has customer focus and shows ownership of incidents and problemsWorks under close guidance and detailed work instructions, work is prioritized and checked by manager.Positive, proactive, enthusiastic attitude, self-motivatedIs dedicated to reaching and maintaining the required quality of system performance and solutions

Keyskills :
htmljavascriptcss