Servicenow Designer

Role title: Service Now Designer Function: Group Enterprise IT, EP&S

Band: Appropriate Band in VSSI Department: Vodafone Shared Services

India

Reports to: Location: India

Role purpose:

 Strong ServiceNow design experience, with the ability to partner technical developers

and Operations team to improve the client experience.

 Ability to translate business requirements and process to low level design and guide

developers

 Strong experience in designing and building Portal widgets, Integration using APIs

and designing process flow in service designer.

 Strong requirements gathering knowledge gained through heavily client focused

roles.

 Worked around Agile development environments, including Agile/Scrum team

meetings

 Understanding of Software development lifecycle

 Core experience on the following are MUST:

 HTML/XML, Java scripts, MySQL database, Service-now Glide objects and

scripts.

 ServiceNow Supported Integration interfaces:

 Data Import/export sets, Web-services (REST API and SOAP)

 Email, JDBC/ODBC, JSON, SSO – SAML2.0,

 Update sets, Script Includes, Business rules, ACL Security scripts, Client

scripts

 UI pages, UI Macros, UI Scripts, UI Policies, UI Actions,

 Service portals, Pages, Widgets, Chat support and Virtual Agent.

 Database, Tables and Structure, DB Views and their implementation in

ServiceNow

 Ability to communicate effectively, both orally and in writing and to translate technical

terminology into terms understandable to non-technical employees.

 Exceptional customer service skills

Key accountabilities and decision

ownership

Must have technical / professional

qualifications:

C2 General

[max 5]:

 General support, administration and

maintenance of ServiceNow platform

and associated applications.

Configure and maintain SLA, catalog

items and their associated workflows

 Understand how ServiceNow can

enable the end users and Service

Desk Agents to become more

efficient and configure the platform to

achieve measurable business

benefits.

 Working closely with IT and business

teams to configure and improve core

platform capabilities in accordance

with ITIL best practices.

 Monitor health, usage and overall

compliance of ServiceNow and its

applications.

 Coordinate application and platform

upgrades and assist in building and

maintaining internal technical

documentation, manuals, policies,

and processes

 Service Now Development and

Administration experience (as a

developer, analyst or any other

technical role)

 Experience of Agile delivery

methodologies, understanding of

SAFe would be an advantage

 Knowledge of ITIL

 Agile tools like JIRA, Confluence

etc

Budget owned:

None

Direct reports:

None

Key performance indicators [max 3]:

 Customer experience targets and

stakeholder feedback

Dotted reports:

None