servicenow app support specialist, integration delivery.

   The ServiceNow App Support Specialist, Integration Delivery position is primarily needed to support our Global ServiceNow application.  

   This role requires an individual who can develop or recommend technical solutions to our business partners to address their business needs. This will require working with external vendors when needed to make strategic decisions on how to deliver application enhancement solutions to support business initiatives within budget and according to the Operations Model. 

   The position requires the candidate to take a lead role to coordinate, manage and resolve application incidents in a timely manner. 

   The candidate will need intensive business analyst skills and will be responsible for leading a team (internal strategic vendors) to ensure successful execution of our commercial applications.  

   He / She will be responsible for defining, analyzing, documenting requirements needed to ensure deliverables are clear and concise and can be implemented without issue. 

    This role requires a complete working understanding of Agile Methodologies and the ability to manage a project using this process.

   The position requires a good understanding of our business processes, strong communication skills, and good working relationships with our business community. 

JOB REQUIREMENTS & QUALIFICATIONS

• Minimum Education level: University Degree [BS Architecture]

• Minimum Years of Experience: 5 years related experience

• Required Language Proficiency: English

• % Travel Time: 5%

KEY ROLES & RESPONSIBILITIES

30% - Manage day-to-day activities of the strategic partner and external vendor teams to ensure business issues are addressed quickly and efficiently. This requires priority planning, application solutions, monitoring and following up with our business users and associated vendors. 

30% - Meet with business users to analyze application enhancements and development change requests.  Create project scope and deliverables documents. Requires working with business community, external vendors, IT and maintenance teams, creating project charters and project definitions if needed. Needs extensive functional and technical understanding of the supported applications in order to dictate feasible solutions. 

20% - Conduct regular team meetings with Strategic and External Vendors to review status of enhancement projects and application issues. Provide status updates to senior management. Leadership skills are a requirement to ensure all teams are aligned on approach for deliverables. 

10% - Address technical related issues impacting commercial applications. Requires engaging and working with external vendors to resolve, such as ServiceNow, Kofax and Winshuttle.  Responsible for driving P1 incidents and engaging vendor assistance as needed. Working with internal teams, such as Middleware, HR, ServiceNow APIs and Master Data teams to analyze and resolve application incidents. 

This requires organized decision-making skills. People management will be a major responsibility of this role.  Requires a strong leader who will evaluate the input from all parties and work for the betterment of the organization.

10% - Schedule recurring project/follow up status meetings with business stakeholders, IT Leads, process teams and technical groups.

Additional Responsibilities

• Decisions on Major Enhancements or Component Expansions to ServiceNow that will meet the growing Business and IT requirements.

• Decisions on Technical Upgrades, Security Patching, Development of Customized apps to meet specific Business Requirements and Regulatory Compliance measures.

• Directing daily technical operations to ensure Business and IT operations are in tip-top condition (BAU Operations).

• Establishing Operational KPIs using Intelligent Analytics to monitor team and individual performances.

• Working closely with the Business and IT Stakeholders to communicate Major developments and enhancements.

• Propose and Plan for yearly budgets to predict growth in scope and operating responsibilities.

• Establishing cost containment measures to ensure that the team is within the Operational Budget.

• Collaborate with IT Finance on periodic checks on Planned versus ‘Actual’ spend variances.

• Setting Fiscal Year Goals and Objectives that are closely aligned to Global IT Goals that are both measurable and achievable.

• Initiating Improvement and Innovation programs in collaboration with the Business and IT Stakeholders (i.e. Improving UX through automation and Innovation programs using AI and ML capabilities).