ESM ServiceNow Administrator III

ServiceNow is Swiss Re's strategic technology platform for Enterprise Service Management that we use to offer a centralized, integrated, and standardized set of service management processes. You are responsible for the optimal configuration and maintenance of our ServiceNow infrastructure and its core components to provide a reliable, secure and highly available platform for our ServiceNow applications.

Requirements

• Resolve escalations received via ticketing system, emails, and/or phone calls in a timely manner
• ServiceNow administration such as gathering and analysis, solution design, development task management, quality assurance, release methodologies and regular maintenance
• Develop in-depth knowledge of current platform setup implemented at Swiss Re
• Collaborate effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests.
• Provide technical support for application users and other teams involved in ITIL concepts
• Identifying system deficiencies and recommending solutions.
• Maintain and continuously improve processes, standards, policies, working methods and tools.
• Ensure that the latest version of the ServiceNow application is implemented in a timely manner with minimal or no disruption to IT operations.
• Ensure the platform adheres to Swiss Re’s security and compliance standards, including data protection and access control.
• Implement and maintain governance frameworks for platform usage, development standards, and change control.
• Evaluate and implement new ServiceNow features and modules introduced in each release.
• Promote platform adoption and maturity across business units by identifying use cases for digital transformation.
• Collaborate with internal stakeholders, developers, process owners, and business analysts to deliver effective solutions.
• Conduct impact assessments and feasibility studies to ensure proposed enhancements align with enterprise service management objectives.
• Bridge the gap between technical teams and business users by creating clear process documentation, user stories, and acceptance criteria.
• Continuously evaluate platform usage and user feedback to identify process improvement opportunities and drive value realization.
• Develop and maintain comprehensive documentation, including technical configurations, process flows, and platform design decisions, in a centralized wiki or knowledge base.
• Collaborate with cross-functional teams to ensure all changes, enhancements, and new features are accurately reflected in the documentation repository.
• Standardize documentation templates and taxonomy within the wiki to ensure consistency, clarity, and ease of navigation.
• Translate technical capabilities into business value statements to help stakeholders understand the benefits of new ServiceNow functionalities.
• Support change management by creating user communication materials, release notes, and adoption plans for new ServiceNow capabilities.
• Collaborate with data and analytics teams to leverage ServiceNow Performance Analytics for insight-driven decision-making.

Benefits

• Competitive salary
• Benefits package
• Opportunities for career growth and development