RETRASIB

ServiceNow

• The ServiceNow Technical Consultant is responsible for the technical administration, configuration, maintenance, and operational support of the global ServiceNow platform at SGB-SMIT.
• The role focuses on ensuring a stable, secure, and efficient platform operation, supporting technical implementations, maintaining integrations, and enabling standardized ServiceNow solutions in line with internal governance and platform standards.
• Administer and maintain the global ServiceNow platform on a day-to-day basis
• Manage: users, groups, and roles access controls and permissions catalog items, forms, templates, and notifications monitor platform health, performance, and scheduled jobs
• Support instance housekeeping and system maintenance activities
• Troubleshoot platform issues and coordinate resolution with internal teams and external partners
• Ensure platform configurations remain stable, compliant, and upgrade-safe
• Configure and maintain ServiceNow modules, primarily: -ITSM -SPM -IRM -Additional modules depending on roadmap and business demand
• Implement and support: -Business Rules -Script Includes -Client Scripts -UI Policies / UI Actions -Data Policies -Flow Designer automations
• Create and maintain forms, views, tables, and workflows
• Support minor to medium custom development activities within platform standards
• Serve as technical point of contact for ServiceNow-related incidents, defects, and enhancement requests
• Analyze system errors, performance issues, and failed jobs
• Support root cause analysis and sustainable issue resolution
• Coordinate bug fixing and technical changes with implementation partners or internal stakeholders
• Support change implementation and technical validation in development, test, and production environments
• Follow and enforce defined ServiceNow development and administration standards
• Ensure compliance with internal governance, security, and authorization concepts
• Maintain technical documentation
• Support auditability and traceability of technical changes
• Work closely with: -Platform Lead -Process Owners/ Product Owner -Internal IT teams -External ServiceNow implementation and support partners
• Support technical refinement of requirements
• Contribute to backlog implementation from a technical and operational perspective
• Collaborate in agile or demand-based delivery structures.

Technical Consultant – ServiceNow