SMC Subject Matter Expert (SME) - ITSM at Equity Bank Kenya

Job Purpose: 

• The SMC SME-ITSM is an expert on ITSM and is responsible for dealing with complex issues pertains ITSM application as escalated by the staff, Service Desk and NOC first line staff to ensure 24X7 operations stability of the group ICT infrastructure.

Qualifications
Responsibilities:

• Perform day-to-day administration of the ServiceNow platform.
• Maintain the integrity of the ServiceNow platform across production and non-production instances(UAT & DEV).
• Perform installation and testing of updates and new releases.
• Assist in troubleshooting patch / release management issues.
• Build reports, dashboards, filters, catalog, workflows, UI policies and business rules.
• Maintain Service Level Agreement (SLA) definitions and monitor SLA workflows.
• Ensure proper functioning of Incident, Problem and Change modules.
• Create and use update sets to move configurations between instances.
• Support on issues related to surveys, ITOM, UCMDB and Asset management.
• Undertake staff training on use of ITSM and related enhancement to achieve efficiency.
• Support in feature developments like approvals, request forms, surveys etc

Basic Qualifications

• Bachelor's degree or equivalent 3 year work experience in ServiceNow System Administration.
• ServiceNow system administrator training or certification.
• ITIL Certification
• Basic computer packages

Essential Knowledge

• Certified ServiceNow Administrator (Implementation Specialist Certification a plus).
• Hands on experience in ensuring compliance with highly regulated industry requirements.
• Experience in implementing ServiceNow processes,rules, workflows, UI customizations, catalog and requests.
• Experience in implementing integration with ServiceNow
• Experience in dashboards and reporting creation
• Experience in Java, JavaScript, Web Services, AJAX, XML and ServiceNow scripting.
• Knowledge of Web applications, networks, protocols and email (SMTP, POP3).
• Working knowledge of relational databases.
• Experience with IT Service Desk,Problem, request fulfilment and Change Management processes.
• Understanding of ITIL v3/v4 methodologies (Foundation Certification at least required).
• Understanding of UCMDB and Asset management essentials (discovery, configuration and setup)
• Knowledge in development of UI forms, workflows, catalog and approvals.
• Financial Services industry experience preferred.

Key Critical Competencies 

• Putting customers/business first; must have a passion for serving others. 
• Good and clear oral & written communication skills.  
• People skills and performing through people. 
• Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues. 
• Strong analytical skills and problem solving capabilities with minimum or no supervision. 
• Forecasting, planning and thinking ahead.  
• Understanding information in different formats such as pictorial, verbal and print representations.  
• Operating under pressure and tight deadlines & schedules. 
• Working in 24/7 shifts; must have a flexible attitude to working times or arrangements. 
• IT Vendor relationship management
• Capable of multi-tasking, good time management and prioritization of workload. 
• Know how to engage next level of management