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System Specialist (ServiceNow)

Position:         Systems Specialist (Service Now)

Location:        Gurgaon, India

Type:               Full Time

Experience:    3+ years

# of Openings:           One         

Reports To:    Manager of IT Operations

Supervises:    None

 

REPORTING RELATIONSHIP

  • Direct report to Manager of IT Operations (Gurgaon)
  • Close collaboration with Manager, India Support Team (Gurgaon)
  • Close collaboration with Director of IT (U.S.), Director of Customer Support (U.S.), and Service Delivery Managers (U.S. and Germany)

 

JOB RESPONSIBILITIES

  • Manage all aspects of a greenfield implementation of ServiceNow
  • Perform process assessment and documentation for initial implementation
  • Support Unify Square’s IT Service Management (ITSM) and Customer Service Management functions by optimizing ServiceNow utilization
  • Facilitate review sessions with functional owners and end-user representative for continuous process optimization
  • Deliver end-user ServiceNow training to IT Operations and Customer Support engineers
  • Perform quality control audits to ensure operations and support engineers are using ServiceNow properly
  • Create custom ServiceNow queries and reports as required by Unify Square management
  • Ensure that CMDB/Asset records reflect actual systems
  • Manage ServiceNow roles/permissions
  • Establish, maintain, and support ticketing system integration to customer ticketing systems (e-bonding)

 

REQUIRED QUALIFICATIONS

  • 3+ years’ experience designing, configuring, integrating, customizing, and working with ServiceNow ITSM
  • 5+ years’ experience working with Microsoft Windows environments
  • Experience setting up and managing ADFS-based SSO, LDAP, AD dirsync with ServiceNow
  • Experience designing/configuring a ServiceNow CMDB
  • Experience configuring ServiceNow MID-server discovery
  • Experience integrating ServiceNow with Microsoft System Center Configuration Manager (SCCM) asset/software inventory
  • Experience setting up ServiceNow e-mail integration
  • Experience e-bonding ServiceNow with other ITSM systems (email and/or web services)
  • Experience setting up ServiceNow end-user portals
  • Ability to create custom ServiceNow queries and reports
  • Ability to create custom ServiceNow change management workflows
  • Solid understanding of ITIL-based ITSM concepts
  • Basic understanding of networking, security, database, storage, and server virtualization fundamentals
  • Excellent written and verbal English language proficiency
  • Excellent written communications, including the ability to create quality documentation
  • Ability to work autonomously
  • B.S. in Computer Science (CS), Information Technology (IT), Electrical Engineering (EE), or Computer Engineering (CE), with a cumulative or major GPA of 3.0 or higher

 

DESIRED QUALIFICATIONS

  • Experience working with Windows Azure
  • Experience integrating ServiceNow with Microsoft System Center Operations Manager (SCOM)
  • Experience configuring bidirectional data exchange between ServiceNow and a ERP/CRM system (e.g., SAP, NetSuite, Salesforce, Dynamics GP, Oracle E-Business Suite)
  • Experience working with Microsoft Team Foundation Server (TFS), and familiarity with SDLC methodologies
  • ITIL V3 Foundation Certification
  • ServiceNow System Administrator Certification
  • JavaScript scripting skills
  • Experience working for a Managed Service Provider (MSP) having multiple customers, and dealing with service entitlement management
  • Experience working with one or more other popular ITSM systems (e.g., BMC/Remedy, CA, HP Service Manager, LanDesk)

 

OTHER REQUIREMENTS

  • Must currently reside within 45 km of Unify Square Gurgaon office or be willing to relocate
  • Must be willing to work night shifts (M-F 8:00 PM – 4:00 AM) for first 6 months; afternoon/evening shifts (M-F 2:00 PM - 10:00 PM) thereafter

 

Interested candidates should apply on Jazz and also email a resume and cover letter to mailto:alamba@unifysquare.com.

 

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