- Company Name
- Chaucer Group
- Job Title
- ServiceNow Technician (12 month FTC)
- Job Description
-
**Job Title**
ServiceNow Technician (12‑month FTC)
**Role Summary**
Provide end‑to‑end delivery of the ServiceNow platform within the Enterprise function, guiding strategy, implementation, and day‑to‑day operations. Act as the ServiceNow subject‑matter expert, ensuring platform stability, security, and continuous improvement of processes and modules.
**Expectations**
- Own ServiceNow vision and roadmap aligned with business goals.
- Demonstrate strong personal resilience, adaptability, and continuous learning.
- Build collaborative relationships with cross‑functional teams (Product, Engineering, Architecture, QA).
- Maintain service excellence, meeting SLA/OLA/KPI targets while driving innovation.
**Key Responsibilities**
1. Develop, execute, and communicate the Enterprise ServiceNow roadmap and strategy.
2. Serve as SME on the full ServiceNow suite; advise stakeholders on best practices and new opportunities.
3. Administer, configure, and support ServiceNow modules (Incident, Problem, Change, Asset, CMDB).
4. Identify, document, and mitigate risks to platform stability, security, and compliance.
5. Produce and maintain system documentation, configuration records, and workflow diagrams.
6. Ensure platform stability, security, and compliance with internal policies and external regulations.
7. Conduct user training and promote adoption of ServiceNow best practices.
8. Monitor SLA/OLA/KPI metrics; take corrective action to exceed targets.
9. Participate actively in Enterprise team meetings, contributing to continuous improvement initiatives.
10. Provide technical oversight, guidance, and support to users; standardize and simplify processes.
11. Manage vendor relationships; ensure compliance with industry standards and contractual obligations.
12. Engage stakeholders to capture requirements, communicate progress, and deliver successful outcomes.
13. Continuously identify and implement performance improvements across the technology value chain.
**Required Skills**
- ServiceNow platform expertise, including Incident, Problem, Change, Asset, CMDB modules.
- System administration, configuration, and integration experience.
- Strong knowledge of ServiceNow security best practices and compliance frameworks.
- Analytical and problem‑solving abilities; detail oriented.
- Excellent communication and stakeholder management skills.
- Collaborative mindset, ability to work across business and technical teams.
- Experience with ITIL processes and change management.
- Project management fundamentals; ability to manage priorities and meet deadlines.
- Vendor management and procurement experience.
- Training delivery skills and ability to create/maintain documentation.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- ServiceNow Certified System Administrator (CSA) or equivalent.
- ServiceNow Certified Application Developer (optional but preferred).
- ITIL Foundation or equivalent IT service management certification.