Senior ServiceNow Engineer

Position Type: Full-time position

Location: Manila, Philippines

Job Description

CHAMP Cargosystems develops and deliver as SaaS solutions enterprise applications to the air cargo community with Cargo management applications, electronic data exchange, customs and security compliance services and more.

Are you passionate about tackling complex technical challenges and love solving companies’ puzzles into working solutions? Are you looking for a rewarding developer career in a modern, fast-developing platform?

In our dynamic and digitalized world, a lot of companies choose ServiceNow for managing, not only their IT services but also their HR, customer service, project management, or financial services. Since ServiceNow is equipped to accommodate a variety of processes, it often becomes a go-to platform for enterprise services. Our organization recognizes the scalability of the tool, therefore, due to our significant growth, we are looking for candidates to strengthen our highly diverse team.

Your Job

The Senior ServiceNow engineer will work mainly with ServiceNow and is responsible for the architecture, configuration, administration, design, development, documentation of ITIL processes and Business Service definition. He is leading the encoding of the catalog of service of CHAMP in the CMDB, and he designs technical solutions and processes to maintain the corresponding asset inventory. He is a technical expert for our ITSM Platform. He is also responsible to supervise the integration ServiceNow with third-party platforms to orchestrate the processes and their workflows (CRM, Jira, Gitlab, O356, Splunk…)

• Implement, document, and maintain CHAMP ServiceNow platform.
• Design and implement the Business Services catalogue including the supporting models with their processes and the tree of configuration items in the CMDB.
• Drive execution of asset and configuration item identification, baseline definition, relationship mapping, CMDB administration and IT acquisition processes
• Contribute to the design, build, implementation, and administration of automated tools and scripts required for asset management platforms associated with the discovery and visibility of software and hardware.
• Implement SLA as defined by Service Management group.
• Test, analyse, collaborate, and assist with translating business requirements into technical requirements to ensure a smooth implementation of new enhancements.
• Provide technical support to CHAMP technical and business teams utilizing ServiceNow.
• Provide guidance and implement solution for Service Management duties.
• Design and implement integration through API with third-party software.
• Escalate performance issues, unresolvable incidents and service interruptions to ServiceNow technical support. Identify system deficiencies and recommend solutions.

Your team

Together with our talented international colleagues, we focus on connecting the needs of businesses with the new possibilities that come with technological progress. You will have unrivalled access to know-how, assets, and projects because that is where the real challenges are: inventing and testing things that have never been tried before, getting new applications ready for roll-out, and ultimately guiding business teams to select and implement the right technologies to transform their businesses.

ServiceNow in CHAMP Cargosystems is also a key platform acting as a central orchestrator of many IT Security processes. You will have the opportunity to enter the world of Cyber Security in the compliance with best practices for the protection of the assets.

Your background:

• Graduates with a completed bachelor’s or master’s degree in computer science or other related courses.
• High client service ethic and a proven record in delivering exemplary client satisfaction.
• Strong attention to detail and excellent communication skills both oral and written.
• Strong technical aptitude and understanding, including ability to quickly learn new technologies with curiosity.
• Focused listening skills to properly determine and meet technical requirements with ability to understand transversal business challenges.
• Strong sense of accountability, taking ownership over projects and responsibilities.
• Strong Analytical and problem-solving skills to resolving technical issues.
• Ability to partner with internal IT & Software Development resources and business process owners to deliver high quality work product.
• Ability to estimate work effort requirements efficiently and appropriately.
• Reliability, dependability, and strong motivation to respond to requests in a timely fashion.
• Excellent teamwork skills and a strong client service orientation
• Knowledgeable in ServiceNow Best Practices and up to date knowledge of latest ServiceNow features.
• Strong knowledge of ITIL process and ITSM concepts, ITIL certifications is nice-to-have.
• ​ServiceNow Admin and Developer Certifications nice-to-have
• SCRUM knowledge nice-to-have

Preferred skills:

• 5+ years of experience in IT Operations and/or 5+ years of experience with IT Service Management tools
• 3 years of experience with developing and administrating ServiceNow
• Organization and execution of CMDB and Asset Management tools
• Advance knowledge on Web Technologies and scripting language such as JavaScript, AngularJS, JSON, XML, HTML, AJAX, CSS, HTTP, etc., other technical skills appreciated in Ansible, PowerShell, SQL…
• Experience in Web Services integrations, REST interface and/or SOAP
• Demonstrate proven development experience in ServiceNow application customization in the following areas: Flow Designer/Workflow, Business Rules, Client/Server-side scripting, UI Policy and ACLs.
• Solid understanding of the application development lifecycle process, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control and deployment
• Highly skilled and proficient in using development tools with the analytical and problem-solving skills necessary to troubleshoot and provide user support.
• Experience documenting code and system processes and procedures in a clear manner
• Appreciated knowledgeable of web applications, Windows and Linux systems, networks, protocols, email platforms, Active Directory, Jira, Atlassian suite, Ansible, Virtualization