Roles & Responsibilities
As the Service Desk SME you will be responsible for supporting the Service Desk Design Lead in delivering the end to end design and engineering of the SOM Service Desk solution. This role will be responsible for supporting the product evaluation for Service Desk and contributing specific evaluation criteria, working with selected vendors in evaluating a select set of candidate products and documenting evaluation results.
On selection of the appropriate product you will support the Design Lead working with Architects/BA/Technical BA's to refine requirements (user stories), liaise with other SME to produce an integrated design for SOM overall.
You will also be responsible for the Detailed Design and ensuring quality of the engineered solution. You will be responsible for building the product build, configuring the workflows, reference data, testing, training and operational handover. The role also involves working with other programs (non SOM) to accommodate their requirements and configure the tool set accordingly working with an on boarding team.
Included in the Service Desk SME role are the following capabilities
Ticketing/Workflow (Problem, Incident, Request/fulfilment)
Providing Compute capacity demand to Foundation Service for storage, network, CPU and shared service(IaaS)
Integration with other SOM capabilities
Five to Ten years' experience in Service Management
Proven experience of Designing and implementing Service Desk solution sets
Demonstrable and transferable knowledge of web technologies such as XML, HTML, Web Services, Java Script, Jelly and Twitter Bootstrap
In-Depth cross-tool understanding of ServiceNow, such as workflow, user interface (UI), client scripts, business rules
Ability to identify and adopt off-the-shelf functionality before heavily customised applications
Proven track record in designing ServiceNow applications and web-based solutions
A good understanding of supporting tools and technologies such as LDAP, SSO and Identity Management
Experience of working within rapid deployment environments utilising Agile (particularly SCRUM methodology) or DevOPS software development.
Excellent oral and written skills with the ability to confidently present to external stakeholders.
Experience in defining Service Maps working with Configuration Management
Strong communication skills
Ability to decompose High Level requirements, Model them and document in sufficient detail for low level design
You will be a proactive and dedicated character who works well within your team yet also reaches out to other teams across the programme
You will relish challenges and look to motivate the team to deliver innovative solutions to business problems quickly and to high quality
Skills Nice to have
Working knowledge of cloud systems
Working knowledge of Linux and Windows platforms
Working knowledge of Agile Methodologies such as SCRUM
Knowledge of BPMN
Experience of working with the ITIL framework