Technical Lead - ServiceNow

Primary Job Purpose

Act as the primary technical lead on ServiceNow and integration with other systems and processes. Responsibilities include engaging with business to understand requirements, defining solution blueprints, developing and maintaining customizations, application integrations, producing software development lifecycle artifacts, performing PoC’s, communicating deliverables to the business and technology teams. Managing the overall technical product lifecycle and admin. Acting as a true product owner with deep technical and applied business process knowledge.

Key Position Accountabilities

• Ultimate IT responsibility of the ServiceNow platform: Development, implementation and support ownership of ServiceNow CSM platform.
• Ensuring standardisation, best practice and scalability.
• Manage Product roadmap, system upgrades and application dependencies.
• Work with business and other teams to define requirements and document solution design. Run meetings to gather business requirements, propose design options and conduct gap analysis. Convert requirements into a Solution Blueprints.
• Lead the design, configuration and testing of core Servicenow CSM modules including hands-on configuration of the application using industry best practices.
• Create, modify, and maintain system customizations to all the scripting modules.
• Manage and coordinate JIRA, task estimations and risks, along with release process.
• Coordinate with consultant resources as needed for project delivery.
• Own the ServiceNow platform, acting as a lead in fixing the defects and developing the user stories.
• Manage support resources to ensure AMS is delivered in line with business expectations
• Generate user and technical documentation
• Attain high stakeholder satisfaction ensuring on-time, on-budget delivery with quality results
  
  

SELECTION CRITERIA

• BSc Degree in IT (or equivalent)
• 10+ years experience in similar role
• Certified Servicenow Administrator and Certified Application Developer is preferred.
• Thorough Servicenow Customization & Configuration experience.
• Integrating Servicenow with other Applications.
• Experience using Jira and Servicenow.
• Good knowledge on Workflows, Flow designer, email notifications, Catalog items, Record producers and Ui Policies.
• Experience on JavaScript for integrations, email configuration, workflows and Clientscripts.
• Highly talented and problem solving individual with good hands on experience on various scripting modules like Clientscripts, UI policies, Script includes, Business rules
• Good Knowledge on creation of catalogs, records, portals, SLAs, Scheduled reports, Scheduled Jobs and order guides.
• Ability to assist with Support and work as a team.
• Strong experience in customising & configuring Servicenow solutions.
• Knowledge of CSM implementation best practices.
• Experience in agile development practices & methodologies.
• Excellent written and verbal communication skills to engage with all levels in the organization
• Highly detail oriented with excellent interpersonal and communication skills.
• Self motivated with ability to establish priorities and work independently
• Someone who can inspire, taking complex, technical subjects and make them easy to understand so that teams across the organisation can get behind designs
  
  

WORK ENVIRONMENT FACTORS

• Office based with potential for International travel
• Ability to function within variable time zones
  
  

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.