Service Now Administrator
il y a 1 jour
**Working environment**
The FPS Foreign Affairs, Foreign Trade and Development Cooperation looks after, defends and promotes the interests of Belgium and of Belgians abroad and promotes the coherence of Belgium's external action as a federal country.
Within our Federal Public Service, we started working with ServiceNow in 2020 to manage the main ICT processes related to request fulfilment and incidents, followed by change and problem processes and different integrations with ServiceNow.
Although most of the work to the ServiceNow system is outsourced to Fujitsu, we have one person already working internally on the tool and acting as the lead ServiceNow System Administrator. We intend to hire a colleague in order to have full continuity internally.
Examples of current projects include (below list is not exhaustive):
Customer Experience program: intends to drastically improve the end user satisfaction of our ICT processes. The scope covers all the technical systems: servers, workstations, hypervisors, network devices, etc.
We are working together with Fujitsu, further implementing their Service Now solutions (ITIL-based system).
Operational functioning of SNOW
ServiceNow administration & maintenance
Identity & Access Management (IAM) Implementation
Administrate the different IAM rules in ServiceNow during the different phases of implementation
**Job description**
Your main responsibilities and tasks will be:- You upgrade ServiceNow software solutions using JavaScript, Web Services, HTML and CSS
- You collaborate with the ServiceNow team to create resources for requests and tasks
- You create and customize user interface policies, actions, scripts, pages, and business rules, among other things
- You manage permissions and access (roles, users, groups)
- You develop and deliver customized portal web pages in ServiceNow using Bootstrap and AngularJS JavaScript frameworks
- You resolve basic incidents
- You provide training to (end) users- Together with the Customer Experience Projects team, you lead the ITSM project implementation:
- You lead, together with the Fujitsu Team lead, the ITSM projects
- You participate in the different ITSM (Agile) projects
- You insure the link between the project and the operation support
- You support the ServiceNow Competence Center leader (and team)
**Profile description**
In order to take up these responsibilities, you can demonstrate the following skills:
- Bachelor’s degree preferably in computer science or related
- Knowledge of ITIL best practices
- Knowledge of project management
- Knowledge of Agile best practices ( Scrum &/or KanBan)
- Minimum 2 years’ experience with an IT service management tool (ServiceNow is a plus)
- Minimum 2 years’ hands-on development, management and deployment experience with ITSM processes and workflows
- Practical knowledge of JavaScript
- Knowledge of HTML, XML and web services API, REST & SOAP is a plus
- Strong analytical and problem solving skills
- Good interpersonal skills
- Language skills:
- Good mastery of English
- fluent in either French or Dutch, work knowledge of the other language.
**What we offer**
Would you like to work in an exciting environment with challenges related to the digitization of services and also create added value for society ? Then an ICT job within one of our public services is the job for you. We strive for a healthy balance between work and private life (e.g. thanks to the possibility to telecommute, flexible working hours, easily accessible buildings) and offer a competitive salary - including a whole range of extra-legal benefits.
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