Vice President, Senior ServiceNow Engineer

About this role

Responsible for designing, developing, and implementing ServiceNow solutions to meet specific business needs. This role involves understanding business requirements, translating them into technical solutions, and overseeing the implementation process. They also play a key role in integrating ServiceNow with other systems, ensuring best practices, and providing guidance to development teams

Key responsibilities

• Experienced ServiceNow Engineer with proven capability and experience to support building ServiceNow Capability.
• Collaborate with Architects on ServiceNow solution architecture design and enhancement activities across Enterprise.
• ServiceNow program of work, ensuring the technical integrity of any ServiceNow projects.
• Assures technical integrity of proposed solutions by ensuring that co-ordination, Organization’s governance and change control are applied to technical specifications and to the technical infrastructure. Advises on the impact of design options to related programs and on the process for assessing such impact.
• Co-ordinates design and development activity within a program, acting as custodian of plans and policy for the platform.
• Drives cost transparency in the development and maintenance of ServiceNow enhancements and ensures value tracking.
• Stays current on ServiceNow products, architecture and applicable integrated technologies.
• Responsible for supporting, developing, configuring, testing, implementing, and documenting.
• The role will work closely with the business, 3rd party development partner and IT teams.

Additional Responsibilities

• Provide application support for ServiceNow
• Perform daily operational and support tasks on the ServiceNow platform
• Review Ticket Queue in Service Now, Initial Analysis of Incidents, Troubleshooting incidents/issues until ticket closure and Root Cause Analysis as appropriate
• Interpret logs to troubleshoot and resolve reported incidents and defects in ServiceNow
• Ensure adherence of process/standards and ServiceNow best practices 
• Handling Incident tickets/queries within the customer agreed Service Levels & escalated tickets to next level support as needed
• Administer the Service Now instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items
• Configure application related fields, forms, views, email notifications, acceptance roles and access controls
• Sound knowledge of ServiceNow application(s) integration with third party systems/applications.
• Participate in internal and customer meetings identify unique use cases for the ServiceNow platform
• Demonstrates solution design, development task management, quality assurance and release management
• Demonstrates working knowledge of ServiceNow core architecture and especially modules such as ITSM, ITOM, ITAM, HRSD, and CSM
• Ability to work directly with internal and external clients
• Collaborate effectively to develop solutions and handle general updates and configuration changes/requests.

Skills / Experience required

• Experience in a customer-centric support role, preferably in environment providing IT services
• Experience in Application Support or IT support.
• A detailed understanding of the user / business function, work process and key business outputs.
• Experience of development life cycle methodologies.
• Detailed understanding of ITIL processes and application
• Scripting experience - JavaScript, HTML
• ServiceNow Certified System Administrator qualification or proven recent experience in system administrative duties in ServiceNow. ServiceNow Implementation Specialist and Application Developer are added advantages.
• Ability to take initiative to identify the work required and either organizing, facilitating or performing the work
• A team player who can balance need, risk and pragmatism when developing solutions.
• Proven capacity for problem solving and troubleshooting
• Good analytical skills, structured and methodical approach, highly organized

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity Employer.  We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.