IT Ops Engineer - ServiceNow

Egon Zehnder

Egon Zehnder (www.egonzehnder.com) is trusted advisor to many of the world’s most respected organizations and a leading Executive Search firm, with more than 400 consultants and 60 offices in 41 countries spanning Europe, the Americas, Asia Pacific, the Middle East and Africa. Our clients range from the largest corporations to emerging growth companies, government and regulatory bodies, and major educational and cultural institutions. The firm is a private partnership which allows us to operate independent of any outside interests. As a result of this unique culture, Egon Zehnder has the highest professional staff retention rate for a global firm in our profession. We have a blue-chip client base across all industries and operate at the Board and senior management level.

Knowledge Centre India (KCI)

Established in 2004, KCI is wholly owned subsidiary of Egon Zehnder based out of Gurgaon. The teams here work in close collaboration with the Global offices of Egon Zehnder. There are 5 teams that make up KCI: Experts, Research Operations, Visual Solutions, Projects/CV Capture and Global Technology Services. With team strength of 500+, KCI supports the global operations of EZ through research services, IT services and documentation. KCI has a team of 80+ Researchers who provide research support and knowledge management services to EZ’s Offices and Practice Groups.

Your Journey at Egon Zehnder Starts Here

At EZ, you have the opportunity to deliver digital transformation initiatives across the globe for the organization. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a “Best Place to Work.”

Who we are!

We are part of Digital-IT team established 15 years ago in Gurgaon, India to provide technology support and rollout digital initiatives to 60 plus global offices. Digital IT has six key pillars – Collaboration Technology; Functional Technology; Digital Technology; Security & Architecture; Infrastructure & Services, Digital Success to support business and to take lead on digital transformation initiatives with the total strength of 150+ team members across the globe.

This role will require hands-on experience of planning, deploying, and managing ServiceNow in an Enterprise. The role would be expected to be involved in reviewing existing processes for all existing Operations teams and suggest changes required to enhance service quality. You will be playing a contributing role in addressing both current and projected needs for the application.

• Customization and testing of ServiceNow modules and workflows (ITSM, CMDB, integration with exiting processes and applications)
• ServiceNow code quality, administration, platform development, module development, and execution using ITIL practices
• Address technical issues of the application and script issues and manage these to resolution
• This role provides hands-on support for best utilization and integration of ServiceNow application to maximize the diverse operational needs of all the support functions across the Firm
• You would be responsible for driving the change in user behavior while reaching out for support and being able to carry out basic tasks with the help of the Self-Service portal and KB articles
• Train operations teams on ServiceNow process and workflows
• Identify opportunities of automation and help reduce the time spent on the repetitive tasks

Subject Matter Expert

SME will play key role to provide best solutions considering gap analysis between the system and features and business requirements.

System Integration Design

Understanding, analyzing and designing of business process flow integration between SaaS and in-house developed applications.

Root Cause Analysis

Deep diagnosis of the reported issues, integration failures and identification of permanent robust and scalable solution.

Collaboration and teamwork

Partnering on the projects, contributing in business process discussion along with business stakeholders and be an integral part of the team.

Knowledge and Experience requirements:

• Total IT experience of over 3 - 5 years of working experience in ServiceNow
• Experience working with ServiceNow Development especially the following modules.
• Scripted REST and SOAP APIs
• Transform Maps
• Table APIs
• Update Sets
• Mid Servers
• Business Rules, UI Policies, UI Actions
• Scripting – Client and Server side
• Upgrade and cloning
• Ability to translate business requirements into technical specifications and design.
• Self-starter, positive attitude, and ability to problem-solve under minimal supervision.
• Intelligent, motivated, and competitive with a “roll-up-the-sleeves” and “get the job done” attitude.
• Strong communication, organizational skills, and impeccable attention to detail, time & task management skills
• Must understand complex business models.
• Ability to manage multiple simultaneous tasks within an open and interactive environment.
• Proactive, always seeking additional responsibility to achieve potential growth in the organization.
• Initiative, creativity, and a passion to deliver results that make a difference.

• Understanding of the following core modules in ServiceNow – Security, Incident, Change, Problem, Service Catalog, Asset Management, CMDB & Workflow and Flow Designer
• Familiarity with HTML and CSS
• Familiarity with Authentication mechanisms – Basic, OAuth & Certificate
• Familiarity with Agile Development concepts

At Egon Zehnder, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Egon Zehnder can mean for you!

Benefits Highlights: 5 Days working, Reward and Recognition, Employee friendly policies, Personnel development and training, Health Benefits, Accident Insurance, Gender Diversity

Potential Growth for you

We will nurture your talent in an inclusive culture that values diversity. You will be doing regular catchups with your manager who will act as your career coach and guide you in your career goals and aspirations.

Highlights: Be a part of Digital Transformation journey, to gain automation implementation experience with various tools and applications.