Associate Technical Specialist - ServiceNow

We are looking for an Associate Technical Lead - ServiceNow with 2 - 4 years of IT experience to join our team in Sri Lanka. You will leverage your in-depth knowledge of ServiceNow to work closely with architects, engineers, product owners, and stakeholders to develop processes and maintain the health of its instances. You will also ensure your commitment to the highest quality standards both in functional and non-functional areas.

What we look for:

• Minimum of a bachelor’s degree in Computer Science or an equivalent qualification.
• Solid experience in developing applications using Java, JavaScript, and SQL/NoSQL databases.
• An in-depth understanding of Java fundamentals and related frameworks, RESTful application development and methodologies will be an added advantage.
• Understanding of technology methodologies including ITIL, Agile (SCRUM), continuous integration/ continuous development and automation.
• Familiarity with JIRA and writing user stories.

• Build, maintain, and utilize a thorough knowledge of the ServiceNow platform, and system administration best practices and guidelines.
• ServiceNow instance cloning (including communication, planning, preparation, follow-ups, clone execution, post-clone support, etc.)
• ServiceNow instance upgrade and patch management (including communication, planning, preparation, follow-ups, upgrade execution, resolving skipped changes, post-upgrade support, etc.)
• Assist and coordinate ServiceNow release management and QE process on regular basis.
• Triage, resolve and close ServiceNow-related incidents and requests on regular basis.
• Understand and work with Incident, Request, Change, Problem, Access controls and their processes.
• Develop and/or enhance KB articles for both platform and front-end users.
• Troubleshoot technical & process issues, resulting in timely resolution or escalation of user incidents.
• Create and maintain a library of technical and process documentation related to ServiceNow system administration.
• Monitoring health, usage, licenses, and overall compliance of the ServiceNow application and MID servers.