We are currently looking for a ServiceNow consultant (m/f/d)
Volume: 20 hrs / week
Location: remote/ Hanover
Background: The client is currently using SNOW for its Service management activities (Incident, Change, Configuration), which all rely on having properly modeled and up-to-date Services in the SNOW (Services, Service Offerings, Applications). The project aims for having all the Services properly modelled according to the SNOW Modelling Framework, regularly updated, relationships analysed, deviations alerted and corrected, dependencies between Services in CMDB, UPMX and between Services and Service Products checked and updated.
Task description (independently performed):
a) Study & internalize the SNOW specific (Service Now) Modelling Framework to apply modeling rules in CMDB and UPMX.
b)Modelling: If an information gap is identified, raise a Request per email ,create technical-specific modeling documentation and store in the respective User stories in AzureDevOps.
Check the following for the duration of the project:
a. are all Services attributes up to date according to the result of the SNOW Lifecycle Management Report as a status report automatically updated in SNOW
b. are all SNOW technical relationships (mappings) between CMBD and UPMX entries available & up to date?
c. are the models modelled according to the SNOW Modelling Framework?
d. in case of missing information depending on the client, request missing information from the respective Service Owner (SO) for Services or Service Product Owner (SPO) for Service Products via Azure DevOps Tasks.
f) Consult the individual Service Owners and Service Product owners on best practices about how to holistically create FRD’s to meet SNOW & ITIL requirements
g) Hold Q&A sessions for the internal Service Owners and Service Product Owners in the area of SAP in regards to the FDR definition and current SNOW models in place, via MS Teams. The client will provide information about which Service Owners and Service Product Owners to include.
h) In case of identified technical errors in the SNOW it is requested to raise an incident via SNOW for resolution and inform the Hiring manager via email about the creation and severity of the incident to technically consult the specific stakeholder on the implications of the technical error, next steps and when to expect an update/solution.
i) In case process error is identified, analysis of the error, assign a task within AzureDevOps to the Hiring manager, documenting the error and requesting correction of the process definition.
j) Azure DevOps, where every Service Modelling and Data Quality topics are a User Story and single activities are the Tasks. Project as such is represented by a Feature.
k) Main tools provisioned by the client are: SNOW (CMDB, UPMX); Azure DevOps, O365 tools
- Senior Snow Consultant (particularly CMDB, UPMX)
- Experience with SNOW Modelling Framework,
- Experience with dependencies between Services in CMDB, UPMX and between Services and Service
- Experience with Azure DevOps
- O365 tools
- Service Manager experience
- Strong ITIL experience
Michael Bailey International is acting as an Employment Business in relation to this vacancy.