Roles & Responsibilities: Platform Configuration: Configuring and customizing the ServiceNow platform to meet the organization’s needs. This involves creating and modifying tables, fields, business rules, UI policies, workflows, and other platform elements.
1. User Management: Managing user access and permissions within the ServiceNow system. This includes creating and updating user accounts, defining roles and access controls, and ensuring proper authentication mechanisms.
2. Incident and Problem Management: Overseeing incident and problem management processes within ServiceNow. This includes managing incident records, tracking problem investigations, and working to resolve issues efficiently.
3. Change Management: Handling change management activities within ServiceNow, such as tracking changes, evaluating risks, and ensuring proper approvals before implementing changes to the platform.
4. Service Catalog Management: Maintaining the Service Catalog, which involves creating and updating service offerings, managing workflows for service requests, and ensuring service delivery meets the defined Service Level Agreements (SLAs).
5. Reporting and Analytics: Creating and maintaining reports, dashboards, and data visualizations to provide insights into the platform’s performance and usage. Monitoring key performance indicators (KPIs) to identify areas for improvement.
6. Integration Management: Integrating ServiceNow with other systems and applications to enable seamless data flow and automation between different platforms.
7. System Upgrades and Patches: Managing platform upgrades and applying patches to ensure the system is up-to-date with the latest features and security fixes.
8. Security and Compliance: Implementing and maintaining security best practices to protect sensitive data and ensure compliance with relevant regulations and standards.
9. Documentation and Training: Creating and updating documentation for system processes, configurations, and troubleshooting procedures. Providing training to end-users and other stakeholders on how to use the ServiceNow platform effectively.
10. Problem Resolution: Investigating and resolving issues and incidents related to the ServiceNow platform. This may involve troubleshooting technical problems, identifying root causes, and implementing solutions.
11. Continuous Improvement: Proactively identifying opportunities for process improvements and optimizations within the ServiceNow environment.
12. Vendor Management: Interacting with ServiceNow vendors for support, licensing, and other related issues.
