Description
Our client, The Department for Environment, Food and Rural Affairs are looking for a Service Design Manager to Support the development of Service Definitions and Descriptions and the associated evaluation criteria.Provide support and analysis of supplier proposals during the competitive dialogue phase of procurement.
Contribute to the Service Design workstream in selecting the most appropriate means of representing the requirements of service change. Capture requirements and document these so that they are articulated within a services context that enables effective delivery.
Undertake analysis of detailed service requirements for adherence to objectives and conformity to set standards and guidelines.
Assist Service Design in working with key stakeholders to agree and prioritise service requirements.
Assist in the development and documentation of evaluation criteria.
The ITSM Design Engineer will be accountable for:
* The creation of the necessary ServiceNow design and configuration documentation to support the implementation of the Authority's ITIL Policies & Processes on the Authority's ServiceNow platform.
* Lead ServiceNow workshops as and when required to agree the necessary design changes required to support the implementation of ServiceNow with the relevant key stakeholders.
* Ensuring the change management process is followed for all ServiceNow changes and configuration changes are validated in line with this process in non-production environments.
* The design and development of process reporting requirements, including dashboards, out of the box reports, and Performance Analytics.
* The build, configuration and maintenance of service requests from agreed requirements using automated workflows and approvals to manage data flows integrated with other suppliers tooling where agreed
The ITSM Design Engineer should have the following skills and experience:
* Design, configuration and development experience based on the ServiceNow platform against agreed requirements.
* Create integrations with other business management systems using APIs, web-services, SOAP, REST, MIDSERVER, Import Tables, ADFS integration for Single-Sign-On via Cloud IDM, end user portal design, custom Scripting, 3rd party software integrations, MID Server integration.
* Load, manipulate and maintain data between the ITSM tool and other Defra and/or Suppliers systems.
* UnITy ServiceNow SME for overall ServiceNow design and functionality; have a very good understanding of how hardware, integrations, database and all other ServiceNow applications are related and dependency impacts of any changes or updates.
* Maintain design documentation for the ITSM toolset ensuring this is kept up to date in support of any required changes.
* Document and knowledge transfer all design, configuration and development work to the ServiceNow Support Administrators.
* Experienced delivering projects at pace utilising the Agile & Scrum implementation methodologies.
* Work collaboratively with senior stakeholders, programme & project members to realise business benefits.
* Strong stakeholder management skills and seen as a ServiceNow SME within the ITSM industry.
* Capable of working within large dispersed teams or on your own.
* High quality output and able to work Full time on client sites in a professional manner.
* 5+ years of experience designing, implementing and supporting complex implementations in a large-scale enterprise ServiceNow environment.
* 5+ years of proven software development background, including design, configuration, development and implementation based upon the ServiceNow platform, eg Configuration Management, Portal, Release Management, Event Management, utilising reusable JavaScript routines if required.
* Understanding and working knowledge of Software as a Service and associated benefits.
* ITIL Qualifications.
* ServiceNow Certifications.
Please note that the client has determined that the off-payroll working rules will not apply to this assignment.