ServiceNow Implementation and Maintenance

• Providing production support (break-fix), enhancement, and new-development support for the ServiceNow platform, such as functions, modules, applications, and interfaces.

• Developing and updating the ITSM tools architecture, road map, and strategy, to ensure that future business needs can be met with appropriate tools and technologies.

• Ensuring the integrity of ServiceNow core data by working with different IS functions and vendor partners on bi-directional data exchange among different data sources to/from ServiceNow.

• Managing ServiceNow APIs with different systems through appropriate technical design, development, and maintenance of APIs.

• Serving as the service owner of ServiceNow to interface with Vendor Relationship Managers, RNPO, and ServiceNow vendors to ensure that vendors provide​​​ the appropriate level of support of licenses and platforms.

• Serving as the technical architect and contact for any ITSM tools integrations to support service management and operations.

• Working closely with ITSM Plan, Build, Deliver and Run teams, as well as other SIM teams, to ensure appropriate design is obtained and transition for development, and to ensure the new or enhanced functions are appropriately tested before moving into production​​.​