ServiceNow Specialist


July 21, 2021

The infrastructure running industries likes transportation, energy, insurance, banking or healthcare is quickly changing as the world’s relationship with technology evolves. Companies have more choices than ever before between on-premise, off-premise, or a hybrid approach. Our Infrastructure Specialists are responsible for keeping up with these latest and greatest of these changes and using their expertise to deliver solutions that meet the needs of our customers and products.
Your Role and Responsibilities
IBM is looking for leaders who are passionate about helping some of the world’s biggest companies make their Journey to the Cloud and Digital Transformations. Do you know enough about ServiceNow, the public cloud, or Consulting to help the workloads that run the world find fit-for-purpose infrastructure in today’s cutting-edge cloud paradigms? Can you break that knowledge down for our clients to show them their opportunities and solve their risks?
Our ServiceNow Specialists are leaders. They’ve gained 5+ years’ experience in technology, 5+ years’ experience in Infrastructures and are ready to make a meaningful impact on our clients. That leadership manifests in such deep technical expertise that they can lead and perform hands-on technical build, migration, and technical designs for projects to achieve client’s transformations and to help rescue clients from blocked or difficult projects. Translating client requirements, understanding client’s circumstances, and executing project services to support the design and implementation of converged infrastructure solutions, in order to deliver ServiceNow operations, consolidate and protect workloads. You will use assets and reference architectures, build proof-of concepts, build and execute implementation plans, testing plans and deployment plans to address client requirements and work with products or solutions based on partner hardware and/or partner software.
To be a ServiceNow Specialist at IBM you should be ready to be hands on from technical solutioning, project startup, implementation and project close.
Ideal Candidate Profile:
  • Deliverable based driven
  • Bi-Lingual
  • Canadian Security L2 Cleared
  • Strong Working and Educational Background on Infrastructure Implementations
  • Client Success Driven
  • Client Satisfaction Focused
  • Strong & Trusted relationships with clients
  • Business Growth Passion
  • Problem Solver & Creative Thinker
  • Desired Outcome Focused
  • Diligent and Engaging Communicator
  • Timely and Accurate information keeper
  • Works without supervision and strong collaboration
  • Performs and Balances tasks on multiple concurrent projects across multiple customers
  • Understands department/ functional mission and vision
  • Exposed to demands of travel and irregular work hours
  • The ServiceNow Specialist performs a wide range of duties including some of these top responsibilities:
    • ServiceNow Administration
    • Update set promotion
    • Functional testing
    • Transform map creation and data loading
    • Work with the client to refine requirements
    • Coordinate development and testing for configuration and code changes
    • Problem solving
    • Develop configuration and/or code changes
    • Coordinate the installation and testing of updates and new releases.
    • Assist in troubleshooting patch / release management issues.
    • Provide ServiceNow configuration and customization assistance to developers
    • Design reports, dashboards and home pages
    • Customize and maintain the knowledge base
    • Day to day troubleshooting of user ID/permission issues
  • Review and validate the BOM, assess client's requirements, and product's specifications/features.
  • Create the required artifacts (diagrams, build book, etc..)
  • Implement the infrastructure to support the solution
  • Work closely with various teams to gather business and technical requirements.
  • Perform and Balance tasks on multiple concurrent projects across multiple customers
  • Accountable for successful delivery of highly complex, multi-disciplined consulting engagements that deliver lasting and measurable value to clients
  • Develop a point of view, capture, prioritize and analyze technical (functional and non-functional) requirements
  • Possess strong leadership skills and further the evolution of intellectual capital assets and developing architectural resources
  • Educate, mentor and coach teams in applying architectural techniques
  • Facilitate and capture lessons learned from projects to update methodologies and assets
  • Be a recognized as a technical though leader inside and outside of IBM
  • Support company initiatives for offerings, contracts, technologies, and go-to-market
  • Set priorities to build technical architectural and project assets/deliverables for repurposing
  • Provided professional services (Deployment, Troubleshooting, Assessment)
  • Provided professional services to reinforce client's security governance, and to improve and manage the client's cybersecurity exposure.
  • Implementation of clients' technical strategy
  • Implemented a secure and compliant infrastructures
  • Increasing the quality, quantity and frequency of client conversations and engagements for project and implementation services opportunities
  • Increase the awareness, applicability and value of consulting services with our clients, sales force and delivery organization
  • Achieve a “trusted advisor” personas as viewed by our clients, seller and delivery organization
Technology Experience:
  • Technical Knowledge (skill level required 1 - 5) required: [ 1 = no knowledge, 5 = expert ]
3-4 Expertise in administering ServiceNow environments (including multi-tenant model)
3-4 Experience in Operational support
2-3 Experience in Agile methodologies and in Agile driven projects
1-3 Expertise in web development
1-3 Expertise in Java scripting
1-3 Experience in small code and configuration changes
Project Experience:
  • Leading teams towards an outcome and break down impediments
  • Applied Implementation “Hand on” using best practices to deliver cloud, network and/or security solution.
  • Applied Mature Architecture design framework, principles and methodologies
  • Strong ServiceNow infrastructure engineering skills
  • Applied Enterprise Automation strategies and principles
  • Applied Enterprise Resiliency strategies and principles
  • Applied Agile principles
  • Applied Project Management practices
  • Applied Managed Services principles
  • Ability to Interpret requirements and create solutions
  • Ability to Facilitate workshops
  • Managing technical project workstreams to completion
  • Ability to articulate key technologies’ impact on security, availability, cost, capacity, transformation, risk, business enablement and transformation objectives
  • Ability to evaluate risk and merit to make recommendations
  • Applied Client Facing Ability to understand and provide guidance and recommendations on solutions to address clients’ needs, challenges and transformations
  • Evaluate risk and merit to make recommendations on available and speculative information

Required Technical and Professional Expertise
Education Requirements:
  • Must have:
    • University graduated in Computer Science, Information Technology, Telecommunications, Electronics & Electricals or any other related field.
    • ServiceNow Administration Certification (CSA)

Preferred Technical and Professional Expertise
  • Dev/Ops fundamentals or equivalent
  • Application Migrations to Cloud fundamentals or equivalent
  • Mainframe Applications Development

Must have the ability to work in Canada without sponsorship.
About Business UnitThis position currently sits within Global Technology Services (GTS) Infrastructure Services (IS) or a shared services function supporting GTS.
Together, we will advance the vital systems that power the digital economy. Serving over 4,600 technology-intensive, highly regulated customers, including over 75% of the Fortune 100, our people will design, run, and manage the most modern and reliable technology infrastructure that the world depends on today.
We will work flexibly and in partnership with our customers to amplify business outcomes while always pushing ourselves to improve and meet all opportunities. Come join our team of diverse, devoted, and empathetic technology experts who are at the center of discovering what's next.
Please note: The final decision if this position will transition from IBM to Kyndryl is yet to be confirmed."
As announced in October 2020, IBM intends that its managed infrastructure services business of the GTS organization will become an independent company named Kyndryl by the end of 2021, creating two distinct and powerful market-leading companies.
Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.
Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.
It's time to define your career.
About IBMIBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countriesIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementThis role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, and Syria) on a work permit, you are not eligible for employment in this position.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.