Engineer (ServiceNow Admin, document writing)

Job Description

• Design and develop solutions across the ServiceNow AI Platform
• Configure core capabilities (e.g ITSM, CSM, Now Assist, Employee Center, ITOM)
• Build reusable, scalable components using out of the box functionality
• Minimise customisation and avoid introducing technical debt
• Support integrations and automation changes
• Creating and maintaining automated workflows using Flow Designer. Create and maintain scripts, business rules, UI policies.
• Create and maintain technical knowledge documentation to support platform operations
• Working with stakeholders to gather requirements and translate them into technical solutions.
• Coordinate delivery with requesters and technical teams for testing, deployment, and follow-up of sprint items.
• Provide adhoc day-to-day ServiceNow operational support and maintain timely response handling for incidents and requests.
• Attend weekly Daily Stand Ups, GCAB, Sprint Planning and other team meetings
• Ensure all changes are properly raised through the change-management process
• Ensure the ServiceNow platform is reviewed and planned for upgrade to the latest supported release, including impact assessment, testing, deployment coordination, and post-upgrade validation.
• Work collaboratively as a team, maintain mutual respect, and support colleagues to deliver a positive and professional working environment

Qualifications

Must have skills:

• 4+ years hands on experience as a ServiceNow Administrator in a production enterprise environment
• Certified ServiceNow System Administrator with current certification
• Strong end to end knowledge of the ServiceNow platform including architecture, core tables, best practices and platform limitations
• Solid experience with ITSM modules including Incident, Problem, Change, Request Management and Service Catalog
• Experience gathering, analyzing and translating business and technical requirements into well designed ServiceNow solutions
• Understanding of Agile delivery and experience working within sprint-based delivery models
• Experience managing update sets and promoting changes safely across multiple environments including development, test and production
• Ability to build reports and dashboards using performance analytics, standard reporting and advanced data visualization techniques
• Experience designing and implementing platform customizations while adhering to ServiceNow best practices and minimizing technical debt
• Proficient in scripting skills using JavaScript including Glide APIs, business rules, client scripts, UI policies and script includes
• Proactive approach to platform stability, upgrade readiness and technical health management
• Ability to provide guidance and mentoring to junior administrators and developers
• Strong stakeholder management skills with the ability to communicate effectively with technical and non-technical audiences
• Strong problem-solving skills with a focus on continuous improvement and automation

Nice to have skills:

• Beneficial to have practical experience with ITOM including Discovery configuration, MID Server management, scheduling, troubleshooting and ongoing optimization
• Proven experience maintaining CMDB health including identification and remediation of data quality issues, relationship mapping and use of CMDB Health Dashboards
• Good understanding of ServiceNow licensing models and impact assessments when introducing new functionality
• Experience with integrations using REST, SOAP or MID Server based integrations
• Experience supporting audits, compliance requirements and operational governance processes
• Desirable experience with additional modules such as HRSD, CSM, SecOps or Service Portal

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights-delivered with advanced analytics through state-of-the-art platforms-NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion