Job Description

You will join the Product Development, Integration and Engineering chapter, which aims to build excellence and mastery in innovative software product development capabilities We provide all software development and integration expertise and technology leadership required across multiple business and foundational teams to leverage technology for improved patient outcomes It provides rapid prototyping techniques, technology consulting, and advisory to solve particular software solution problems As the System Analyst for the Roche ServiceNow platform, you are accountable for the operational delivery, governance and quality/availability of the service The ITSM ServiceNow areas include the globally available Rose Portal, Incident, Change, Request and Problem management, along with platform capabilities like Agent workspace, walk up, virtual agent, Survey, Knowledge Management, CSDM, Skills and Advance Work Assignments, Mobile Apps and various integrations with up- and downstream systems in Roche As a member of the \'ITSE ServiceNow Product\' technology roundtable, you work in close collaboration with the Product Manager and Business Process owners, for the different areas and the DevOps team to discuss, design, performing Impact analysis of the design wrt Platform that is growing with applications and users Initiating improvements and new features to enhance the service What youll be working on Ensuring service availability by monitoring the ServiceNow platform and ITSM module and all its integrations and acting as 3rd-level support. Understand the relevance and relations of the ITSM ServiceNow modules in the context of the whole ServiceNow platform and ensure that the ITSM product development complies with the ServiceNow platform processes and rules Assessment of Ideas from the ITSM product and integrations and process them in backlogs for agile delivery. Support the annual ServiceNow version upgrade activities as well as periodic non-prod system clones. Analyze requirements in cooperation with the Product Manager and Business Analysts and support troubleshooting if issues are reported Refine user stories with the Agile Development Team Support in setting priorities on ITSM ServiceNow application scope and its backlog Support the developers by working and solving impediments to ensure that they can focus on their tasks Act as a coach for the Support Squad in ITSM Contribute to projects, initiatives and proof of concepts that integrate with the ITSM ServiceNow applications The ideal candidate Has 3-5 years of experience in ServiceNow platform and international teams with a focus on quality outcomes. Has domain knowledge in ServiceNow ITSM module and Platform best practices. Has proficiency in the ServiceNow technology and has experience with the ITSM module and related supporting capabilities. Has a good understanding of the ServiceNow cloud architecture as well as the Roche integration services based on Mulesoft Is passionate about learning, sharing, and further developing best practices and embedding it as next practice to achieve greater impact Lives the Agile / SCRUM methodology and mindset Exhibits servant leadership behavior, self-aware leader and a flexible team-player Possesses a combination of analytical thinking, hands-on problem-solving, and a customer-service mindset Is capable of out-of-the-box thinking paired with the view of the Big Picture to \'connect the dots\' Can challenge requirements in a constructive way to contribute to the goal of reducing maintenance efforts and ensuring upgradability by keeping complexity and customization to a minimum ServiceNow Certification is a plus

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