ServiceNow Senior Developer(Deputy Manager-IC role)

The role

This Service Management role is responsible for the maintenance, configuration and development of the Firms IT Service Management tool, ServiceNow. This involves working within an agreed governance model to translate the requirements of process owners and other key contacts into a live implementation. There is an aggressive service management roadmap in play, which is aiming to deliver a number of self-service, automation and orchestration initiatives, and this role is crucial to the delivery of these initiatives using the tool.

Who you will work with

• Service Management Team
• Wider IT Team
• Business Users of Custom Applications

What you will be responsible for

Support & Client Focus

• Help deliver the service management roadmap, which is aiming to deliver a number of self-service, automation and orchestration initiatives.
• Ensure that industry knowledge remains up to date.
• Scrutinise all requests for change to ensure that any work to the tool maximises value to the Firm and its clients.
• Maintain a working knowledge of all of the Firms Service Management processes, and how those processes are integrated with the tool, to ensure that the impact of a change to one module is fully understood across all modules.
• Work with process owners, providing practical input and advice to help rationalise and improve stated requirements whilst at the same time ensuring that any changes do not detrimentally affect other modules or the system as a whole.
• Be an escalation point for ServiceNow admins, as required, to resolve complex issues within OLA.
• As required, ensure technical documentation and training materials for ServiceNow admins remain current.
• Provide ad-hoc specialist training where required.
• Adhere to change management policies, process and procedures to ensure that any bug fixes and upgrades are thoroughly tested in the non-production environments before they are released to production.

Reporting

• Offer expert knowledge of how to build and develop reports from the tool.
• Build ad hoc reports for management upon request.

Systems Administration

• Perform workflow, data management, development and integrations in line with industry standard and Clifford Chance best practice.

Development & Testing.

• Support and, as required, manage the ServiceNow upgrade cycle
• Utilise JavaScripting, HTML, CSS etc., as appropriate, to improve the performance and/or functionality of the tool and maximise value to the Firm and its clients.
• Work with internal and/or external development resources. Ensure that this in-house or 3rd party software integration works effectively with the tool and maximises value to the Firm and its clients.
• Produce and maintain a comprehensive testing protocol for the tool with the purpose of certifying all applications for use after changes have been deployed.
• Plan, perform and manage regular BCP tests for the ServiceNow platform

Offshore Support

• Work with the wider Service Delivery team to ensure that the offshore support teams sufficiently dovetail with the London teams, helping to ensure that the split between onshore and offshore responsibilities is correct.

What you will do

On a day-to-day basis, the role will work on configuration and development tasks in the ServiceNow tool including, but not limited to, security, workflow, data management, development and integration of 3rd party tools. This may be in the ITSM Module (Clifford Chance uses ITSM Pro) or on a variety of custom applications.

As part of this work, the analyst will be responsible for ensuring that core data integrity is maintained by adhering to a common, agreed taxonomy and naming convention.

The role will support the ServiceNow upgrade cycle and will liaise with ServiceNow as and when incidents and/or requests need to be raised. The role will also need to work with internal and/or external engineering and development resources as and when more complex scripting and integration work is required. It is, therefore, expected that this role will build strong relationships with both individuals within ServiceNow as well as key engineering and development resources within Clifford Chance.

It will be the responsibility of the person in this role to track and manage any 3rd party activity affecting the tool. Qualifications

Your experience

Skills:

• Strong technical development skills in ServiceNow.
• Strong problem solving and entrepreneurial skills to drive solut