IT Service Management Platform Specialist - BSTD at South African Reserve Bank

Brief description

The main purpose of this position is to maintain and optimise ServiceNow, a cloud-based management platform that automates information technology service management (ITSM) and other business processes ensuring their optimum availability and performance.

The successful candidate will be responsible for the following key performance areas:

• Configure, test and deploy ServiceNow modules.
• Provide maintenance and third-party level support services on all ServiceNow workflows to ensure the continued availability and performance of the platform.
• Troubleshoot and perform root-cause analysis related to the ServiceNow platform.
• Manage the technology life cycle on the ServiceNow platform.
• Implement and maintain the governance and security model for the platform as developed by the Cyber and Information Security Unit.
• Proactively monitor and report on the availability and reliability of the ServiceNow platform.
• Provide periodic reports on the health, usage, performance and life-cycle status of the platform.
• Develop, maintain and document technical standards, procedures, user guides, standard operating procedures (SOPs), instructional documents and so forth relating to the ServiceNow platform and in accordance with best practice to ensure continuity.
• Collaborate and engage with internal and external stakeholders to understand the business requirements; configure workflows, forms and reports to meet their needs.
• Remediate security vulnerabilities identified on the platform.
• Stay abreast of new development in ServiceNow.

QUALIFICATIONS

Job requirements

To be considered for this position, candidates must be in possession of:

• a minimum of a National Diploma (NQF 6) in computer science, information systems or an equivalent qualification;
• ServiceNow system administrator certification;
• ITIL v3/4 certification; and
• a minimum of 5–7 years’ experience in an IT environment, of which at least 3 years must have been working with ServiceNow platform.

Additional requirements include:

• excellent technical knowledge of the ServiceNow platform;
• quality assurance and testing;
• continuous improvement on ServiceNow incident, change, problem, request, CMDB and knowledge management application;
• continued learning of marketplace, technology changes pertinent to ServiceNow, monitoring tools and ITIL processes;
• ability to read and understand technical manuals, procedural documentation and original equipment manufacturer (OEM) guides;
• exceptional customer service skills;
• ability to analyse, troubleshoot and resolve complex software systems and software applications-related problems; and
• liaise with external services providers for purposes of product and technology review and coordinating vendor presentations where relevant.