Assistant Manager, ServiceNow

REQ14130 Assistant Manager, ServiceNow (开放)

POSITION SUMMARY:

Work with the IT management to identify and develop plans to meet the organization requirements into the platform

Report to the GSO director to ensure support of business needs, making sure that ServiceNow can be run smoothly in Melco Resorts & Entertainment

PRIMARY RESPONSIBILITIES:

The design of solutions and specifications according to the needs of the organization

Setting up, integrating and developing applications

Provide users hands-on guidance to ensure the system is used effectively and efficiently

Analysing technical requirements and making recommendations for more efficient and effective operation procedures

Ensuring proper documentation, notification, escalation, tracking and follow up of all ServiceNow demands

Develop and enforce ServiceNow standards and procedures

Perform quality check and verification of day-to-day batch or routine systems activities

Ability to work in a ‘Agile Project Management’ context with several people having different types of knowledge

Standards & Documentation: Accountable for the creation of key standards and documents

Help to leads internal development team, partners and vendors

Thirty party monitoring, assuring that the external provider is delivering a good service following Melco standards of quality

Provide management feedback about the new features, fixes and functionalities on each new version of the software

QUALIFICATIONS:

Experience

Minimum 3 years’ experience with ServiceNow

Experience with configuration, adaptation customization of ServiceNow, including integration with other tools using REST, SOAP, e-mail, etc

Hands-on knowledge in JavaScript, Jelly, HTML, CSS, XML. Other languages are a plus

Broad experience with different modules of the tool: ITSM, ITOM, PPM, HR, etc

Knowledge in Discovery approaches and techniques

Experience with troubleshooting and log analyses

Deep understanding of out-of-the-box APIs, taking advantage of the best usage of them

Experience leading workshops

Deep understanding of tool in all possible products and modules

Former experience coaching less experience analysts

Good understanding of the platform best practices

Previous experience analysing and proposing changes to improve the current setup

Education

Bachelor’s degree in information technology or equivalent relevant qualifications

At least one ServiceNow certification

Knowledge ITIL is essential

Skills / Competencies

Good conflict resolution skills

Passionate by automation and digitalization

Ability to provide accurate timeframe for the proposed solutions

Strong analytic skills

Fluent in English and Cantonese/Mandarin

Ability to present ideas in user-friendly language to non-technical personnel and end users