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  • Job Type: Permanent
    Location: Birmingham
    Job ID: 162704
    Company: SCC

    Overall Job Purpose(

    To perform 2nd / 3rd line level support and administration tasks on multiple ServiceNow instances and to ensure the highest levels of service and customer service are achieved.


    Main Duties of the Job

    ·         Supporting core ServiceNow modules like Incident, Problem and Change Management, Service Catalogue Management, Users and Groups management, CMDB, Knowledge etc

    ·         Maintaining Service Catalogue items and workflows

    ·         Perform mass upload of data via import sets

    ·         Assist in the customer on-boarding process on SCC’s MSP platform

    ·         Perform incident and problem root cause analysis following defined ITIL processes and procedures

    ·         Contribute to project activities by completing assigned tasks as necessary

    ·         Assist in the identification of opportunities for improvement in applications, services and processes.

    ·         Communicate and build relationships with all levels of the business and SCC’s customers




    Skills, Knowledge and Experience


    ·         Extensive experience with in the support of IT Service Management (ITSM) platforms (Ideally ServiceNow)

    ·         Full understanding of ITSM processes

    ·         Good understanding of IT Operations Management (ITOM)

    ·         Capable of managing enterprise level platforms

    ·         Understanding of web services and integrations

    ·         Excellent communication skills

    ·         Ability to prioritise workload in a very dynamic environment

    ·         To be professional and presentable at all times


    ·         ServiceNow Certified System Administrator

    ·         ITIL v3 certification

    ·         Previous experience of development and coding – scripting and use of APIs

    ·         Basic understanding of AGILE/SCRUM methodologies