Job Description

Overview:
WELCOME TO SITA


We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.


You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?


Are you ready to love your job? The adventure begins right here, with you, at SITA.



ABOUT THE ROLE & TEAM:
The ideal candidate will be a self-starter person with experience implementing and administering all aspects of ServiceNow in an enterprise-class environment. The candidate may also have similar experience with related technology services and can deliver excellent results with minimal supervision. The candidate will demonstrate excellent interpersonal and communication skills, have a strong attention to detail, and possess maturity, professionalism, and Judgment Work You can manage distant teams and enjoy working with others of diverse backgrounds.

WHAT YOU'LL DO: • The candidate will work closely with customers, internal and external, as well as other team members to understand business requirements that drive the analysis and design of quality technical solutions that are aligned with business and IT strategies. Gathering and documenting user and process requirements, functional requirements, and developing technical requirements.
• ServiceNow Development : - This includes technical consulting and software development services on the ServiceNow platform. These services would encompass changes, enhancements and new functionality in currently deployed instances.
• ServiceNow Strategy : -The person will provide analysis and coordination for upcoming ServiceNow releases. This will highlight new and revised functionality that is relevant to SITA's stated business objectives. The candidate will also be available to consult with SITA on the optimization of existing ServiceNow and ESB applications, providing recommendations where appropriate. He/she must leverage, and update test scripts created by the main project and where necessary, create new test scripts, run them against the new / updated functionalities and provide results prior to the maintenance release.
• ServiceNow Maintenance: - This includes activities related to the routine maintenance of the ServiceNow platform. The ServiceNow-related activities would include incident response, incident resolution, defect management, performance optimization, upgrades, patches, user administration, group administration, role administration, domain administration, security response and optimization as well as the administration of all active ServiceNow features and functions.
• Responsible: - For coding, testing, implementing, maintaining, and supporting changes in the application and Workflows. Customize ServiceNow applications and facilitate rollout of new applications and modules and configure Application UI and Configure Workflow. Collaborate effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests.


Identify system deficiencies and recommend solutions. Ensure the latest release of ServiceNow application is implemented in a timely manner with minimal or no disruption to IT operations twice a year. Maintenance and continuous improvement of the processes, standards, policies, working methods, and tools. Ensure tool configuration consistency across Development, QA, and Production environments. Participate in ongoing production support and end user support. Provide Demo sessions and Train the Trainer sessions for users


Qualifications:
ABOUT YOUR SKILLS: Experience and Certifications: • 8+ years of experience with ServiceNow required.
• 10+ years of experience with IT Industry
• ITIL Foundations certification is preferred.
• ServiceNow Certified System Administrator required.
• ServiceNow Certified Application Developer preferred.
• ServiceNow CIS preferred.
• ServiceNow Micro Certifications preferred.
• Experienced in implementation of ITSM solution using industry best practices.
• Hands-on development experience of ServiceNow scripting like Business Rule, Script include, Fix scripts workflows, UI Action, UI Policy, Client scripts, Email Inbound
• Very good experience of REST and SOAP based integration, scripted REST and SOAP API creation.
• Good experience on support activities

Required Skills: • Agile methodology.
• Azure Dev Ops experience.
• Hands-on experience in configuration and customization of ServiceNow instances
• Experience with ServiceNow implementations
• Experience in supporting and troubleshooting ServiceNow Workflows, involving multiple external systems and tools.
• Hands-on experience in creation, configuration, and customization of Workflows using Flow Designer and Classic Workflow.
• Experience on the Development of Custom Applications on the ServiceNow platform based on customer requirements.
• Hands-on with the design and modification of ServiceNow forms, workflows, scripts, transform maps, web services, inbound email actions, SLAs, and other ServiceNow administrative tasks.
• Experience in multiple ServiceNow implementations.
• Experience of ServiceNow scripting (Business Rules, UI Pages, UI Macros, etc.)
• Create and manage scripts and workflow
• Experience on Service Portal development and troubleshooting.
• Experience defining/creatin Service Catalog Items, along with workflows.
• Good knowledge of ServiceNow best practices and latest ServiceNow features.
• Team player and self-starter.

NICE-TO-HAVE: • Experience working in a complex ServiceNow environment with LDAP/ SSO/ domain separation.
• Experience with ServiceNow Workflows technologies (Flow Designer, Classic Workflow)
• Experience of custom applications development in ServiceNow.
• Monitor health, usage, and compliance of ServiceNow system.
• Experience with HTML coding and Jelly script.
• Experience with ServiceNow Agile and Test Management applications.
• Knowledge of web technologies and cloud computing principles for cloud-based platforms that include SaaS, PaaS, multi-tenancy, and automation.
• Strong verbal communication, Strong presentation and writing skills.
• Experience producing technical and end user documentation.
• Experience with CSM, ITOM, Telecom Order Management Ordering (sales & order management and network inventorying management), Integration Hub, SAM, FSM

WHAT WE OFFER
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

Flex Week: Work from home up to 2 days/week (depending on your team's needs)• Flex Day: Make your workday suit your life and plans.



Flex Location: Take up to 30 days a year to work from any location in the world.

Employee Wellbeing: We've got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development : Level up your skills with our training platforms, including LinkedIn Learning! Competitive Benefits : Competitive benefits that make sense with both your local market and employment status.

•SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process •