Global IT Service Manager

Working as part of the Global IT Services Team to provide Application coordination and architectural and development direction for Service Now across all modules being used by Sonova. 

As Service Now grows the application ownership may be split out over the different modules but there will always be a governance framework over it all.

 

Your tasks:
Architectural Role

• Maintaining a positive and collaborative working relationship with Service Now, external development teams, SNOW partner and support services for SNOW and internal teams, especially key stakeholders
• Understanding and reviewing of the latest versions of ServiceNow's Cloud based platform, together with reviewing business requirements to create a roadmap and briefing to internal teams
• Manage and monitor connections into and out of Service Now
• Analyze current processes to identify automation opportunities and potentially implement tools

 

Application Mgr Role

• Own and run monthly CAB for Service Now
• Working with Service Now, SNOW partner and Security team to address any known vulnerabilities, privacy or security concerns
• Working with Global IT Service Mgr, to create prediction for licenses needs
• Administration duties, configuration of tasks, and general housekeeping activities in ServiceNow including standard configuration, security, workflow, data management, and integration
• Coordination of development across all modules in use  
• Coordinating projects involving Service Now (implementing new modules, large acquisitions, new integrations)
• Be key contact with Service Now in country and also within Switzerland 

 

Development Role

• Create and maintain complex ServiceNow workflows based on process flow diagrams and specifications
• Managing/working on development within agreed time, cost and quality parameters within the agreed scope
• Creating catalog items, catalog scripts, UI Policies,Table edits, automations, editing forms
• Managing Access Control Lists, client and server scripts, business rules
• Day-to-day admin/user maintenance tasks on the platform and smaller development tasks are usually delegated to the IT Specialist Support team

Your profile:

• Degree in Business Administration, Computer Science, ITIL qualification or related experience 
• A minimum of 5 years experience with development and administration of ServiceNow platform
• A number of years working in an architectural capacity
• Experience integrating ServiceNow with third-party solutions and tools (Jira, SAP, Salesforce..)
• Knowledge of ITSM processes, Service Now, Configuration management Database, DR, SLA and infrastructure
• Strong analytical and problem-solving skills
• Understanding of Agile development process
• Basic Understanding of ITIL
• ServiceNOW Certified

 

We offer:

• A diverse project portfolio with interesting technology challenges
• An open corporate culture with high innovation pace
• Collaborative culture with business stakeholders
• Further training and development opportunities
• Being part of a team of highly skilled professionals
• Attractive employment conditions – contract of employment, additional benefits
• Flexible working time models