About the role

ITSM Developer managing and optimizing the ServiceNow platform for Bird Construction. Collaborating with teams to ensure efficient IT service delivery and system performance.

Responsibilities

Manage and configure the ServiceNow platform, including modules, workflows, forms, and integrations
Collaborate with stakeholders to gather requirements and implement customizations and enhancements
Maintain system availability, performance, and security through routine maintenance and upgrades
Monitor system usage, troubleshoot issues, and resolve incidents and service requests related to ServiceNow
Maintain and enhance our dashboard capabilities
Understand the various requests and incidents we typically receive and ensure ServiceNow is properly configured to support this work
Maintain and update our end user surveys module of ServiceNow
Contribute to knowledge base articles and user documentation to enhance self-service capabilities
Manage the configuration management database (CMDB) within ServiceNow
Identify opportunities for process improvements within ServiceNow
Conduct regular assessments and audits to ensure compliance with ITIL best practices and internal policies
Develop training materials and conduct training sessions for end-users
Provide guidance and support to users on ServiceNow features, functionality, and best practices

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
Solid experience in ServiceNow administration, including configuration, customization, and module management
Knowledge of IT service management (ITSM) processes, particularly incident management, request fulfillment, and problem management
Familiarity with ITIL framework and best practices
Strong troubleshooting and problem-solving skills
Excellent communication skills and the ability to interact effectively with end-users and stakeholders
Service Desk experience and proficiency in handling technical support tickets is preferred
ServiceNow certifications (such as Certified System Administrator) are a plus