Job Description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

 

Summary of the role

 

Responsible for ensuring service standards are met to analysis and review of issue tracking and data to enhance service delivery. Deep technical knowledge is needed to support management and improvement of activities related to ServiceNow services used by the client.

 

Responsibilities:

  • Perform ServiceNow implementation tasks including but not limited to: configuration, integration, testing, requirements gathering and solution design
  • Create and configure Business Rules, Client Scripts, UI Policies, UI Actions and ACLs
  • Develop clear and concise technical and process documentation, making use of the knowledgebase module within ServiceNow
  • Work directly with end users to resolve support issues within ServiceNow
  • Work with business users to identify and refine business requirements and workflows
  • Create ServiceNow reports and dashboards
  • Support the design of ServiceNow integrations and work with ServiceNow, business partners and technical teams for implementation
  • Facilitate workflow enhancements to the ServiceNow application including automation and/or additional self-service features and functions
  • Provide training to both internal and external users
  • Closely liaise with the SSC Delivery Service Management team for onboarding changes, CMDB refresh, reporting from time to time
  • Other assignments as appropriate.

 



Qualifications

Educational Qualifications:

  • Bachelor's degree in Computer Science or Software Engineering, or equivalent experience in related field.
  • Preferable to have experience in ServiceNow administration or implementation.
  • Have minimum 2 – 4 years of experience in using ServiceNow.
  • Minimum 5 - 7 years proven work experience in shared services or IT operations environment.
  • ITIL other management and technical certifications.
Nice to have
  • Exposure to a customer support function
  • In-depth knowledge on client services and tools
  • Ability to maintain and enhance professional relationship with customers

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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