As a part of the Digital workflows team within the Infrastructure Platforms office you will be responsible for the provision of day to day production support for the Service Now platform. Service Now is an enterprise wide platform used by all Lines of Business, providing digital workflows to enable key operational processes and capabilities. As part of the global follow-the-sun support capability you will work closely with users and technology teams to ensure stability, performance and resiliency objectives for the platform are met and show continuous improvement.

Job responsibilities

• Support and aid in the day to day management of our Production instance of Service Now
• Install/upgrade/manage APIs for the various systems that interact with Service Now
• Improving performance and configuration by utilizing Service Now best practices and work closely with Product owners, Developers and Support teams for Critical applications
• Troubleshoot complex code issues and suggest or provide solutions. Automate, monitor and maintenance of systems in a distributed, enterprise environment
• Ensure environment performance, reliability and availability. Exploring new technologies to optimize the delivery and reliability of automation
• Interfacing with internal customers, inputting into technical solutions, advising on best practice and validating new implementations
• Developing and promoting standard operating procedures and creating processes and tooling for operation efficiency and provide off hours support (on a rota-basis) as part of the team on-call rotation that includes one weekend a month

Required qualifications, capabilities, and skills

• Experience in a production / application Support or Automation\Engineering role
• Experience of production management monitoring tools – e.g. Splunk, Grafana, APICA, etc.
• Experience with web front end development frameworks such as JavaScript, Python, JQuery, etc.
• Experience administering application servers, web servers, and databases.

Experience working in an Agile Development environment:

• Able to prioritize and manage workload and communicate issues clearly. Strong sense of ownership and pride in the work you do – taking accountability for the accuracy and completeness of assigned work and results
• Strong analytical and problem-solving skills

Preferred qualifications, capabilities, and skills

• Knowledge of the Service Now platform; Service Now Certified System Administrator is preferred but not essential.
• Effective verbal and written communication skills. Strong improvement mindset
• Ability to work in a fast-paced team environment, balancing competing priorities/tasks
• Ability to learn new technologies or technology concepts quickly
• Demonstrates a client-focused and team-oriented mindset – able to work effectively in a collaborative, team-oriented environment