ServiceNow Managed Services Consultant/Architect

About the job: ServiceNow Managed Services Consultant/Architect (Makati) | Hybrid

Work Schedule: Morning Shift

Work Setup: Hybrid (3x onsite per week) | Makati

Eligibility: Open to local and expat candidates currently residing in the Philippines

Responsibilities:

• Managed Services Operations: Provide ongoing support for ServiceNow modules (ITxM, CSM, HRSD, IRM, SecOps, SPM), including incident resolution, problem management, service request fulfillment, and change management.
• Platform Enhancements: Design and implement enhancements to ServiceNow workflows, forms, and reports, leveraging out-of-the-box (OOB) capabilities and minimal customization to improve functionality and user experience.
• Incident and Problem Resolution: Diagnose and resolve incidents and problems across ServiceNow modules, collaborating with support teams to minimize disruptions and update the knowledge base with solutions.
• Service Request Management: Fulfill service requests (e.g., access provisioning, report generation) using ServiceNow's self-service portals and automation tools like Flow Designer.
• Platform Maintenance: Perform routine maintenance tasks, including monthly cloning activities, patch management, and bi-annual platform upgrades, ensuring system stability and compatibility with integrations.

Education: Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).

Experience:

• 5+ years of experience in ServiceNow administration, development, or architecture, with at least 3 years focused on managed services or support/enhancement roles.
• Proven expertise in implementing and supporting ServiceNow modules: ITxM (ITSM, ITOM, ITBM), CSM, HRSD, IRM, SecOps, and SPM.
• Hands-on experience with incident resolution, service request fulfillment, cloning activities, patch management, and platform upgrades in enterprise environments.
• Familiarity with integrations involving SAP, Active Directory, and other enterprise systems in the oil and gas or similar industries.

Certifications:

• ServiceNow Certified System Administrator (mandatory).
• At least two of the following ServiceNow certifications (highly preferred):
  • Certified Implementation Specialist ITSM
  • Certified Implementation Specialist Customer Service Management
  • Certified Implementation Specialist Human Resources
  • Certified Implementation Specialist Risk and Compliance
  • Certified Implementation Specialist Security Operations
  • Certified Implementation Specialist Strategic Portfolio Management
• ITIL Foundation or higher (preferred).