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    ServiceNow SecOps Developer

    USA, Texas, Houston

    • 110000 to 140000 GBP
    • Developer Role
    • Seniority: Mid-level

    Job description

    This position is remote (US based) and candidates can expect to work during normal business hours associated with their local time zone.

    Responsibilities / Required Skills:

    * Advanced level understanding of ServiceNow application UI and workflow configuration, report development, integration components (e.g. LDAP, SSO, etc.)
    * Experience leading or heavily supporting at least two full lifecycle ServiceNow Security Operations implementations
    * Minimum 2 years' experience with ServiceNow
    * Minimum 2 years' experience implementing ServiceNow SecOps solutions using:

    * Vulnerability Response

    * Security Incident Response

    * Threat Intelligence.

    * ServiceNow technical configuration and development including application UI configuration, workflow configuration, setup of integrations and development of reports and dashboards
    * Web Technologies scripting (XML, HTML, JavaScript, Web Services, etc.)
    * ServiceNow Certifications for System Administrator and Certified Implementation Specialist (or commitment to attain these certifications within 90 days of hire date)
    * 2+ years of experience in security/security operations process design/process improvement
    * Excellent interpersonal, written and verbal communication skills
    * Experience and comfort in producing project deliverables to include project plans, project status, test plans/results, training materials and release notes
    * Understanding of Agile SCRUM development methodology
    * Expert or advanced level experience with non-core applications (ex. Orchestration, Discovery, Performance Analytics, etc.) and integrations

    Required Skills:

    * Experience leading or heavily supporting at least two full lifecycle ServiceNow Security Operations implementations
    * Minimum 2 years' experience with ServiceNow
    * Minimum 2 years' experience implementing ServiceNow ITOM solutions
    * ServiceNow Certifications for System Administrator (or commitment to attain these certifications within 90 days of hire date)
    * Excellent interpersonal, written and verbal communication skills
    * Understanding of Agile SCRUM development methodology

    Desired Skills:

    * ServiceNow Certified Implementation Specialist Certification for Security Operations and/or Vulnerability Response.
    * Knowledge of requirements capturing tools, ie. Jira.

    ServiceNow Senior ITBM Developer

    Canada, Ontario

    • 140000 to 160000 CAD
    • Developer Role
    • Seniority: Senior

    Job description

    Position Responsibilities:

    A ServiceNow Technical Architect provides guidance to our customers related to the processes they are attempting to model and automate in ServiceNow and develops those solutions for the customer's ServiceNow environment. In addition, an Architect will work on developing the product suite and provide mentoring to less senior technical resources.

    * Provide ServiceNow development assistance to customers including, but not limited to, form configuration, workflow administration, reporting, data imports, custom scripting and third-party software integrations
    * Coordinate with the Engagement Manager or Customer to understand business requirements and rationale behind changes to existing functionality as well as new functionality to be deployed
    * Lead functional and process workshops with Customer
    * Translate business needs into technical requirements
    * Answer technical and application configuration questions
    * Advise internal resources and customers on ServiceNow process and development best practices
    * Create complex technical designs to meet Customer needs
    * Configure and customize new applications and modules
    * Implement new functionality for customers while using ServiceNow best practices
    * Assist in troubleshooting ServiceNow upgrades, patching, and release management
    * Provide analysis of problems and possible solutions
    * Produce detailed documentation on all work completed
    * Lead technical implementation teams including code review for less experienced consultants
    * Wherever possible, enable the customer's ServiceNow administrator(s) to be self-sufficient.
    * Conduct technical training and knowledge transfer sessions.
    * Research systems and/or programs to determine causes of failure or poor operational performance; then define, test, and implement detailed solutions
    * Other duties as assigned and requested

    What You Bring:

    * Working experience with IT Business Management processes (Innovation Management, Demand Management, Portfolio and Project Management, Resource Management, Time) or Specific process area.
    * 5+ years of experience implementing, configuring, and customizing ServiceNow
    * Minimum of 4 years of experience with common web technologies and networking (e.g. XML, HTML, AJAX, CSS, HTTP, TCP/IP, etc.)
    * Required Certification: ServiceNow Fundamentals Certification
    * Preferred Certifications: PMP Certification, ITIL v3 Certification, Certified ServiceNow Administrator, Certified Implementation Specialist Certification(PPM), ServiceNow Implementation Specialist in two or more applications, Scrum Master Certification
    * Bachelor's Degree or equivalent work experience
    * Excellent communication skills and a strong personal commitment to quality service
    * Ability to understand and implement complex end-user requirements
    * Consultative perspective to optimized business processes and eliminate redundancy
    * Exceptional presentation skills and the ability to relate to various level of stakeholders
    * Conceptual understanding of operating models, business processes and underlying IT that supports it and the organizations structure
    * Conceptual understanding of establishing value of each application
    * Strong understanding of Agile and Waterfall Methodologies, Application Portfolio Management, IT architecture, JavaScript and web software design principals
    * Working knowledge of Agile frameworks and tools including Scrum, Kanban, Lean, Safe and others
    * Experience with IT Finance, PPM, SDLC and Application Portfolio Management tools
    * Integration experience with Financial or Project Accounting systems
    * Web Services integrations (SOAP, REST)
    * Working Knowledge of the Common Service Data Model (CSDM)

    ITIL Process Manager

    USA, Maryland, Baltimore

    • Up to 115000 GBP
    • Project Manager Role
    • Skills: ITIL v3, CMDB, ServiceNow
    • Seniority: Mid-level

    Job description

    Job Description

    Role & Responsibilities

    Assess the current state of the CMDB, work with Infrastructure teams, Applications teams, Service Management Office, and other teams to ensure that records, fields, and data are consistent and correct, making any adjustments as needed


    * Assess the existing CMDB process documentation and modify as needed. Develop and maintain any new documentation
    * Facilitate CMDB audits, review and approve all changes to the CMDB, creating and chairing the CMDB board, develop reports/dashboards and present metrics to management
    * Advocate/mentor/socialize the importance surrounding the usage of the CMDB and report on noncompliance
    * Develop and maintain transition to operations policies and procedures to ensure they are fit for purpose

    * Oversee scheduling, planning, prioritization, risk management and dependencies to ensure the effective transition to operations across the enterprise
    * Ensure Project teams and stakeholders follow the agreed service transition processes and procedures,
    * Promotes best in class, ITIL based service transition practices
    * Establish and tracks process metrics and monitors process maturity based on identified KPIs and reports

    * Facilitate meetings with Project Managers, Business Partners, and business leaders / owners to ensure transition processes are followed

    * Ensures Change Delivery and Service Providers are sufficiently engaged in transition of services into the production

    * Ensure that a comprehensive support structure exist in the project close-out structure
    * Provide support for other processes that are closely integrated with transition management.
    * Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed service acceptance criteria
    * Participate in end to end stakeholder groups to improve the efficiency of future deliveries and processes
    * Ensure quality control processes and testing was completed before release into production
    * Promote continuous improvement of the service transition process

    Skills & Qualifications


    * Minimum of B.S. in an information-systems type curriculum required
    * ITIL Foundations Certification (v3 or v4) required; ITIL Intermediate preferred
    * 3-5 years of relevant experience
    * Experience with Configuration Management required
    * Experience with Knowledge Management preferred
    * Experience with (Service) Transition Management preferred
    * Exposure to general IT Service Management (ITSM) operation as it relates to ITIL
    * Exposure to Change Enablement
    * Exposure to Problem Management
    * Significant experience with ServiceNOW

    * Experience maturing and managing a Configuration Management Data Base (CMDB)
    * Familiarity with Knowledge Management and Transition Management and ITIL pillars
    * Ability to prepare reports, dashboards, and speak to the metrics displayed; develop metrics and reporting tools that can be used to measure effectiveness and efficiency of processes

    * Microsoft Office Applications:

    * Ability to write accurate technical documentation, policies, procedures in Word.
    * Ability to prepare workflows, roadmaps, infographics, etc., in Visio
    * Ability to lead meetings in Teams
    * Ability to create and present slide decks in PowerPoint

    * Ability to present themselves professionally and communicate with users at all levels of expertise

    * Customer facing
    * Public speaking
    * Problem-solving
    * Lead conference calls
    * Strong written communication skills, especially that which involves technical documentation

    * Strong ability to set and achieve deliverables, as well as hold others accountable
    * Ability to be self-directed, work independently, and as part of a team
    * Ability to take on multiple projects
    * Ability to maintain the "enterprise view"; what's best for the company in the spirit of continual improvement.
    * Ability to drive process definition, re-engineering, improvement, and gap analysis of current/to be processes

    * Willing to engage and participate in the quality control process
    * Ability to understand, communicate and manage risks effectively
    * Demonstrated skills in gathering and documenting requirements
    * Strong Project Management skills
    * Experience in managing customer relationships, understanding business imperatives, shaping service and solutions propositions, and negotiating win-win outcomes
    * Ability to quickly build relationships and establish credibility across the shared service function and with business leaders
    * The ability to work in a fast-paced environment with constant change and adaptability is required