Assistant Manager, ServiceNow

Job description

REQ14130 Assistant Manager, ServiceNow (Open) 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