ServiceNow ITSM Specialist

Job Overview

We are seeking a ServiceNow ITSM Specialist to initially focus on specialist end-user support and issue resolution within ServiceNow. As part of a DevOps structure, you will evolve to support, develop, manage projects, and maintain the service. Your role will involve implementing, integrating, enhancing, and troubleshooting ServiceNow ITSM solutions. You will collaborate with various technical and business teams throughout the software configuration, development, and implementation lifecycle. Maintaining technical proficiency in ServiceNow ITSM is crucial to ensure systems are performant and fit for purpose.

This position is based in our Bengaluru office, operating on a 16x5 shift pattern with on-call duties on a rotational basis.

Responsibilities

• Provide L2 and L3 support for ServiceNow ITSM products and services.
• Manage requirements, configuration, design, development, testing, and implementation of ServiceNow ITSM features.

Required Skills and Experience

• Bachelor's degree or higher in Computer Science, Software Engineering, or a related field, with at least 3 years of overall experience with ServiceNow ITSM.
• Proven track record in operational support, Incident, Request, Change, and Problem Management aligned with ITIL.
• ServiceNow Platform Expertise: In-depth knowledge of the ServiceNow platform, its architecture, database structure, and core functionalities. Experience configuring ServiceNow ITSM modules including Incident, Problem, Change, Service Catalogue, Knowledge Management, and Request Management.
• Support Development & Reporting: Ability to develop custom applications on the ServiceNow platform to meet specific business needs. Proficiency with ServiceNow development tools such as Studio and Flow Designer. Experience with scripting languages including JavaScript, HTML, CSS, and AngularJS. Ability to write, debug, and maintain scripts (Client Scripts, Business Rules, Script Includes, UI Policies, etc.) within ServiceNow.
• Workflows and Automation: Skill in designing and implementing complex workflows and automation within ServiceNow to streamline ITSM processes.
• Reporting and Dashboards: Experience building and customizing reports and dashboards within ServiceNow. Ability to utilize ServiceNow's Performance Analytics for reporting and analytics solutions.
• Data Management: Experience with data import and manipulation using tools like Import Sets and Transform Maps.
• Best Practices: Knowledge of ServiceNow standard practices and coding standards for efficient and maintainable code.
• Familiarity with ITSM and analytical tools, including ServiceNow Platform Analytics.
• Software Development: Adherence to Secure Development Lifecycle (SDLC). Experience with solution development in a DevOps environment.

“Nice To Have” Skills And Experience

• Integration Capabilities: Experience integrating ServiceNow with external systems using REST, SOAP, and other web services. Familiarity with ServiceNow's Integration Hub and Flow Designer for creating integrations and automated processes.
• Security and Access Control: Understanding of the ServiceNow security model, including Access Control Lists (ACLs) and user roles. Proficiency in Update Set Management and handling/deploying Update Sets across ServiceNow instances.
• Experience with development methodologies such as Waterfall and Agile.
• Experience working in a global, diverse, and multicultural environment.
• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist - IT Service Management (CIS-ITSM).
• Optional certifications: ServiceNow Certified Application Developer (CAD).

Accommodations at Arm

At Arm, we are committed to building extraordinary teams. If you require any adjustment or accommodation during the recruitment process, please email ********@arm.com.

Hybrid Working at Arm

Arm's approach to hybrid working is designed to foster a high-performance environment that supports personal well-being. We believe in collaborative face-to-face interaction for rapid progress, balanced with the value of flexibility. Teams determine their own hybrid working patterns based on work and team needs, with details shared upon application. Please note that flexibility may be limited by local legal, regulatory, tax, or other considerations. We will collaborate with you to find the best solution in such cases. Please discuss with us to learn more about what this could look like for you.

Equal Opportunities at Arm

Arm is an equal opportunity employer, dedicated to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Key skills/competency

• ServiceNow ITSM Specialist
• ITSM
• ServiceNow Platform
• JavaScript
• DevOps
• ITIL
• Incident Management
• Change Management
• Problem Management
• ServiceNow Development