Senior Systems Integrator – ServiceNow (SNOW)

POSITION DESCRIPTION

The successful candidate being a Senior Systems Integrator and a member of the clients’ team, the candidate will require you to touch on a broad range of skills to provide DevOps services for the many business applications. The candidate must have a customer-centric mindset: pouncing on incidents, creating proactive monitoring, automating fixes and sleuthing solutions to tricky problems. The candidate must also be responsible for managing the Production and non-Production environments for the program team for projects, program initiatives, and sustainment activities.

• Plan, coordinate and execute deployment strategies of new applications and enhancements to existing applications.
• Develop and maintain release management workflow, including versioning, deployment plans, checklists, and deployment summaries.
• Execute deployments and implementations following change management process.
• Work closely with other program SI’s, program team members, project team members, and Operations staff to ensure that all requirements, as originally specified, are satisfied.
• Create and maintain non-production environments.
• Develop, coordinate and communicate transition process of systems from the Build team to Operations.
• Automate deployment steps.
• Research and provide solutions and/or tools to automate and monitor processes where applicable.
• Detail oriented with excellent analytical and problem-solving skills, including the ability to deal with situations where information is difficult to obtain, complex, or ambiguous.
• Creation and maintenance of automated, scalable, build scripts/tools.
• Maintain the build system and process documentation.
• Collaborate as part of the project team in assembling software releases.
• Responsible for source code configuration management.
• Assist with planning/maintenance of development, QA, and UAT environments.
• Administration of the defect tracking tool (JIRA) for all departments.
• Facilitate and participate in the creation of Environment Management Plans for diverse IT projects.
• Prepare and gather effort estimates for the environment aspects of IT projects.
• Participate in the development of enterprise practices and policies.
• Manage test data (data tracking and scheduling, acquiring new sale data from production, resurrecting sales, running web baseline updates, etc.)
• Manage resources on vSphere infrastructure (troubleshooting, capacity planning, etc.)
• Contribute to the planning, design, and development of environments for new and existing applications.
• Management and maintenance of the program team’s SharePoint site, including organization of data and upkeep.
• Actively support the Commitment to Safety: to send everyone home, every day, the way they came to work, by taking personal responsibility for your safety and safety of your team, co-workers and customers.

The position is based in Victoria (Client Location)

QUALIFICATIONS

• Bachelor’s degree in Computer Science, IT, Business Administration, Commerce or in a related field is preferred
• A minimum of 5 years’ experience leading a customer service function in a fast-paced, multi-project and multi-customer IT environment
• A minimum 5 years’ experience in software development, release engineering, configuration management.
• ITIL Certification is preferred
• Strong understanding of SDLC - software lifecycle and application release processes
• Proven experience in the design, development, and implementation of software and hardware solutions, systems, or products
• Familiar with source code repositories and build management tools, i.e. Jenkins, Ansible, SVN, Bitbucket Server, Xcode, ANT
• Experience with SaaS or CRM applications, i.e. Salesforce
• Experience in scripting utilities, i.e. Python, PowerShell, Apex, Shell, Batch
• Familiar with databases and query languages – SOQL, MSSQL, Postgres, Oracle
• Applicable work experience with change, configuration, build and release management processes
• Proven analytical abilities as well as diagnostic and problem-solving skills
• Experience working with ServiceNow
• Experience with development and implementation of ServiceNow ITSM modules
• Incident Management, Problem Management, Configuration Management, Change
• Management, Knowledge Management or other ITSM application
• Experience with extending the ServiceNow schema to custom applications
• Experience with other ITSM software (BMC, Landesk, Cherwell, Heat, Axios, HP, etc.)
• Highly service-oriented, flexible and motivated
• Must have excellent customer-service, listening, communication and problem-solving skills
• Must have excellent leadership and collaboration skills to facilitate continuous service management improvement across IT functions
• Must have experience leading or participating in agile and/or lean initiatives
• Strong facilitation, coordination and interpersonal skills
• Ability to raise, resolve and close issues to the satisfaction of all stakeholders
• Ability to work independently under minimal supervision
• Great attention to detail, able to prioritize and produce accurate results under deadline
• Ability to consistently meet required deadlines.

• Experience with cloud-based applications (SaaS) and CRMs
• Experience with issue tracking management, i.e. Jira, ServiceNow.
• Familiar with Agile concepts and methodologies.
• Familiar with ETL systems, i.e. Boomi, Kafka
• Familiar with monitoring tools such as the ELK and TICK stacks

COMPETENCIES

Customer Orientation

Effective performers stay close to customers and consumers. They view the organization through the eyes of the customer/consumer and go out of their way to anticipate and meet customer/ consumer needs.

Team Management

Effective performers create and maintain functional work units. They understand the human dynamics of team formation and maintenance. They formulate team roles and actively recruit and select to build effective work groups.

High Standards

Effective performers possess a high inner work standard and shows pride in their work. They consistently strive to ensure work is complete within deadlines and that all work performed is of a high quality.

Organization & Planning

Effective performers have strong organizing and planning skills that allow them to be highly productive and efficient. They manage their time wisely and effectively prioritize multiple competing tasks. They follow through on tasks to ensure changes in technology are communicated effectively.

Results Orientation

Effective performers maintain appropriate focus on outcomes and accomplishments. They are motivated by achievement, and persist until the goal is reached. They convey a sense of urgency to make things happen. They respect the need to balance short- and long-term goals. They are driven by a need for closure.

Communicativeness

Effective performers recognize the value of continuous information exchange and the competitive advantage it brings. They actively seek information from a variety of sources and disseminate it in a variety of ways. They take responsibility for ensuring that their people have the current and accurate information needed for success.

Change Mastery

Effective performers are adaptable. They embrace needed change and modify their behaviour when appropriate to achieve organizational objectives. They are effective in the face of ambiguity. They understand and use change management techniques to help ensure smooth transitions.

Business Thinking

Effective performers see the organization as a series of integrated and interlocking business processes. They understand how their work connects with and affects other areas of the organization.

Relationship Building

Effective performers establish and proactively maintain a broad network of relationships (e.g. colleagues, co-workers, vendors, suppliers, etc.). They value these relationships and work effectively across the organization by maintaining positive working relationships with peers and others.