Servicenow Platform Manager

Job Description

Technicolor Group is a creative technology company providing world-class production expertise driven by one purpose: The realization of ambitious and extraordinary ideas. Home to a network of award-winning studios, MPC, The Mill, Mikros Animation, and Technicolor Games, we inspire creative companies across the world to produce their most iconic work. Our global teams of artists and technologists partner with the creative community across film, television, animation, gaming, brand experience, and advertising to bring the universal art of storytelling to audiences everywhere.

The ServiceNow Platform Manager is responsible for the comprehensive management, administration, and enhancement of the ServiceNow platform. This role demands extensive hands-on experience in various ServiceNow modules including IT Asset Management (ITAM), IT Operations Management (ITOM), IT Service Management (ITSM), Governance, Risk, and Compliance (GRC), Chatbot, Self-Service Portal, and Service Catalogue. The ideal candidate will demonstrate in-depth technical expertise, problem-solving capabilities, and the ability to drive platform improvements to meet organizational needs.

Key Responsibilities:

1. Platform Administration:
• System Configuration: Manage and maintain the overall health of the ServiceNow platform including updates, patches, and system upgrades.
• User Management: Administer user accounts, roles, and permissions to ensure secure and compliant access to the platform.
• Performance Monitoring: Monitor system performance, troubleshoot issues, and implement solutions to maintain optimal platform performance.
• Data Management: Ensure data integrity, import/export data, and manage data segregation as required.

2. Enhancement and Development:
• Custom Application Development: Design, develop, and implement custom applications and workflows on the ServiceNow platform.
• Integration: Integrate ServiceNow with other enterprise systems and third-party applications to enhance its functionality.
• Automation: Develop scripts and use ServiceNow's automation capabilities to streamline processes and improve efficiency.

3. Module-Specific Expertise:
• IT Asset Management (ITAM):
• Asset Tracking: Manage and track IT assets throughout their lifecycle, from procurement to disposal.
• Compliance: Ensure asset compliance with organizational policies and regulatory requirements.
• Inventory Management: Maintain accurate inventory records and generate reports for asset management.
• IT Operations Management (ITOM):
• Event Management: Configure and manage event management processes to detect, diagnose, and resolve incidents.
• Service Mapping: Implement and maintain service mapping to visualize dependencies and relationships between IT services.
• CMDB Management: Ensure the accuracy and completeness of the Configuration Management Database (CMDB).
• IT Service Management (ITSM):
• Incident Management: Oversee the incident management process to ensure timely resolution of incidents.
• Problem Management: Implement problem management processes to identify root causes and prevent recurrence of issues.
• Change Management: Manage change requests and ensure changes are implemented with minimal disruption.
• Request Fulfilment: Streamline the request fulfillment process to improve user satisfaction and efficiency.
• Governance, Risk, and Compliance (GRC):
• Policy Management: Develop and enforce policies to ensure compliance with regulatory and organizational standards.
• Risk Assessment: Conduct risk assessments to identify and mitigate potential risks.
• Audit Management: Manage internal and external audits, ensuring all compliance requirements are met.
• Chatbot:
• Chatbot Development: Design, implement, and maintain chatbot functionalities to provide automated support to users.
• Natural Language Processing (NLP): Utilize NLP capabilities to improve chatbot interactions and user experience.
• Integration: Integrate the chatbot with other ServiceNow modules and external systems for comprehensive support.
• Self-Service Portal:
• Portal Design: Design and manage the self-service portal to provide a user-friendly interface for service requests.
• Content Management: Ensure the portal contains up-to-date and relevant content to assist users.
• User Experience: Continuously improve the user experience based on feedback and usage analytics.
• Service Catalogue:
• Catalogue Management: Develop and maintain the service catalogue, ensuring it reflects all available services.
• Service Requests: Streamline the service request process to enhance user satisfaction and efficiency.
• Approval Workflows: Configure and manage approval workflows to ensure timely processing of service requests.

4. Collaboration and Communication:
• Stakeholder Engagement: Work closely with stakeholders to gather requirements and translate them into technical solutions.
• Training: Provide training and support to end-users and other stakeholders to maximize the platform's value.
• Documentation: Maintain detailed documentation of configurations, processes, and procedures.

5. Continuous Improvement:
• Innovation: Stay updated with the latest ServiceNow features and best practices to drive continuous improvement.
• Feedback Loop: Implement a feedback loop to gather input from users and stakeholders for ongoing enhancements.
• Metrics and Reporting: Develop and monitor metrics to measure the effectiveness of the ServiceNow platform and its processes.

Scripting Skills:
• JavaScript:
• Core Language: Proficiency in JavaScript as it's the primary scripting language used in ServiceNow.
• Server-Side Scripting: Experience with Glide API for server-side scripting (e.g., business rules, script includes, scheduled jobs).
• Client-Side Scripting: Understanding of client-side scripting for UI policies, client scripts, and catalog client scripts.
• Asynchronous JavaScript: Knowledge of handling asynchronous operations using callbacks, promises, and async/await.
• HTML/CSS:
• HTML: Ability to create and manipulate HTML structures for UI pages and widgets.
• CSS: Styling components using CSS to ensure consistent and visually appealing UI.
• AngularJS:
• AngularJS Framework: Experience with AngularJS as it's used in ServiceNow for creating custom applications and widgets in the Service Portal.
• AJAX:
• AJAX Calls: Proficiency in using AJAX for asynchronous server requests to enhance the user experience without reloading pages.

Technical Skills:
• ServiceNow Platform Knowledge:
• ServiceNow Modules: Deep understanding of key modules including ITSM, ITOM, ITBM, GRC, HRSD, and custom applications.
• ServiceNow APIs: Familiarity with ServiceNow REST and SOAP APIs for integrating with other systems.
• Update Sets: Knowledge of creating and managing update sets for moving configurations between instances.
• Database and Data Management:
• Relational Database Management: Understanding of relational database concepts, especially ServiceNow's table structure.
• SQL: Basic knowledge of SQL for query writing and data manipulation.
• Data Import/Export: Skills in importing/exporting data using Import Sets, Transform Maps, and Data Sources.
• ServiceNow Development:
• Forms and Lists: Customizing and configuring forms and lists, including related lists and form sections.
• UI Actions: Creating and managing UI actions like buttons and links to trigger scripts.
• No

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Jobcode: Reference SBJ-rbkqky-3-15-25-150-42 in your application.