Job Summary
Serve as a Senior Developer or Senior Technical Consultant focusing on enterprise ServiceNow ITOM/ITSM and performance analytics solutions for a global organization ensuring reliable hybrid operations for day shift teams while driving continuous improvement in service quality operational stability and data driven decision making across critical IT services and processes.
Responsibilities
• Manage and optimize ServiceNow ITSM processes to ensure consistent incident problem change and request handling that improves operational stability and service quality across the organization.
• Configure and maintain ServiceNow ITOM capabilities to enhance service discovery dependency mapping and event management enabling faster root cause identification and reduction of service outages.
• Develop and refine ServiceNow PA for ITSM dashboards and reports that provide actionable insights into service performance operational trends and compliance with internal and external service targets.
• Monitor day to day operations on ServiceNow platforms to proactively identify performance bottlenecks configuration issues and data quality gaps that may impact service delivery.
• Coordinate with cross functional teams to capture operations requirements and translate them into efficient ServiceNow ITSM and ITOM configurations that support hybrid work models and day shift coverage.
• Implement standardized workflows and automation in ServiceNow ITSM that reduce manual effort shorten resolution times and support consistent experience for internal and external stakeholders.
• Troubleshoot complex issues across ServiceNow ITOM and ITSM modules by analyzing logs configuration elements and integration points to restore normal operations with minimal disruption.
• Drive continuous improvement initiatives in operations by using ServiceNow PA metrics trend analysis and feedback loops to refine processes and increase reliability of critical services.
• Ensure alignment of ServiceNow configurations and operational practices with organizational governance compliance expectations and industry best practices for service management.
• Provide guidance to operations team members on efficient use of ServiceNow ITSM ITOM and PA features to support consistent service delivery and informed decision making.
• Document operational procedures configuration standards and runbooks for ServiceNow platforms so that day shift hybrid teams can follow repeatable steps for stable operations.
• Collaborate with infrastructure and application owners to maintain accurate configuration records and service maps in ServiceNow ITOM that reflect the current production environment.
• Review and validate system changes and upgrades in ServiceNow environments to ensure compatibility with existing operations prevent regressions and maintain required service levels.
Qualifications
• Apply strong hands on expertise in ServiceNow ITSM modules to design configure and support core service processes including incident problem change request and service catalog management.
• Utilize advanced knowledge of ServiceNow ITOM components to configure discovery service mapping and event management that support reliable infrastructure visibility and operations monitoring.
• Leverage practical experience in ServiceNow PA for ITSM to build and maintain performance dashboards scorecards and reports that help stakeholders track service health and operational effectiveness.
• Demonstrate six to eight years of experience in IT operations roles working with enterprise service management platforms where responsibilities included configuration support and optimization activities.
• Apply solid understanding of hybrid work environments and day shift operations to design support models and workflows that fit organizational needs without requiring frequent travel.
• Use analytical and problem solving skills to interpret operational data from ServiceNow identify patterns that impact service delivery and recommend targeted improvements for better outcomes.
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关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
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