Service Desk Consultant - Fareham

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

• Service Desk

• Service Catalogue

• 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

• Knowledge

Skills Required

• 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