Service Delivery System

Requisition Details & Talent Acquisition Consultant

REQ 136480 – Michelle Thabethe 
Location: Sandton 
Closing Date: 23 October 2024

Job Family

Information Technology

Career Stream

IT / Service Delivery

Leadership Pipeline

Manage Self Operational

Job Purpose

We are seeking a skilled ServiceNow Specialist to deliver on production/service delivery objectives, customize, and maintain the Enterprise Service Management tool, ensuring its availability and scalability in line with Nedbank's strategy. The role involves administration, configuration, and development of the ServiceNow WSD platform to support business processes and service management needs.

Job Responsibilities

• Platform Administration: Assist with the management and maintenance of the ServiceNow platform, ensuring its stability, performance, and availability. Assist clients by providing consistent second level support and troubleshooting

• Configuration & Customization: Configure and customize ServiceNow business services, including workflows, forms, and more to meet business requirements.

• Integration: Support and maintain integrations between ServiceNow and other enterprise systems. Provide input to enhancement by participating in the planning and implementation of upgrades and fixes.

• User Support: Provide business support and training to ServiceNow users, addressing any issues or questions. Work with IT to support the platform and enhance the product, build internal relationships by engaging with team members and provide timeous and effective feedback on any operational issues. Ensure recurring incidents are managed appropriately to resolution. Ensure that all standards are observed and procedures are documented and carried out in a timely manner

• Process Improvement: Identify opportunities for process improvements and implement best practices within the ServiceNow platform. Ensure that all standards are observed and procedures are carried out timeously, so that all systems functionality and data is accurate. Monitor the trends of system activity and work with colleagues to agree policies and procedures, for future system enhancements

• Documentation: Research and understand product roadmaps. Create and maintain detailed documentation of configurations, customizations, and processes. 

• Compliance: Keep abreast of legislation and other industry changes that impacts on role. Ensure compliance with IT governance and security policies, procedures and standards.

Minimum Experience Level

• Minimum of 2 -3 years of experience working with ServiceNow, including administration, configuration.

Preferred Qualification

• IT Diploma or Bachelor’s degree in computer science, Information Technology, or a related field.
• Experience with ServiceNow WSD, ITSM, and other modules.
• Knowledge of Agile/Scrum methodologies.

Technical / Professional Knowledge

• Proficiency in JavaScript, HTML, CSS, and other web technologies.
• Experience with REST/SOAP APIs and integration tools.
• Strong understanding of ServiceNow processes and best practices

Soft Skills

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.

Behavioral Competencies

• Experience with cloud platforms and services.
• Support the achievement of the business strategy, objectives and values
• Ensure personal growth and enable effectiveness in performance of roles and responsibility 
• Seek opportunities to improve business processes, models and systems though agile thinking
• Stay abreast of developments in field of expertise