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ServiceNow CSM and ITSM Analyst-Developer

Landis+Gyr is a leading global provider of integrated energy management solutions for the utility sector. Offering one of the broadest portfolios, we deliver innovative and flexible solutions to help utilities solve their complex challenges in Smart Metering, Grid Edge Intelligence and Smart Infrastructure. With sales of USD 1.4 billion in FY 2020, Landis+Gyr employees approximately 5,000 people in over 30 countries across five continents, with the sole mission of helping the world manage energy better. More information is available at the Landis+Gyr website landisgyr.com

 

 

 

 

Job Summary

Purpose and Objective

Landis+Gyr is expanding its ServiceNow use and is looking for an Analyst / Developer to join the team, with the following main objectives:

Be the main point of contact to CSM and ITSM tier 1 and tier 2 support, as well as execute configuration / customization and scripting activities on the platform, AWS and Portal, due to projects or Change Requests.

 

Key Performance Indicators

SLA and User Satisfaction score related to Incident and Change Requests.

Successful delivery of project related activities.

ServiceNow Platform health.

 

 

Core Areas of Responsibility/Accountability

  • Main tier 1 and 2 CSM and ITSM support point of contact to end users (Platform, AWS and Portal).
  • Work with key IT and Business stakeholders to capture business and user requirements.
  • Understand and discuss functional/business requirements and customize ServiceNow accordingly.
  • Configure and customize CSM and ITSM in alignment with project decisions and approved Change Requests (Platform, AWS and Portal).
  • Translate technical complexities to platform and product-line owners, as well as architects, ensuring understanding of design decisions.
  • Configure the Agent and Now Mobile apps.
  • Work with the CSM and ITSM users and the ServiceNow Team to complete platform upgrade projects.
  • Manage Update Set creation and migration, following the Landis+Gyr IT Change Management policy.
  • Interface with implementation partners.

 

 

Core Behavioral Competencies

Description

Proficiency[?]

Basic

Advanced

Expert

Understanding of the role in the business

 

X

 

Accepting Responsibility

 

X

 

Solving Problems and Making Decisions

 

X

 

Communicating Effectively

 

X

 

Building Relationships

 

X

 

 

 

Core Technical/Skills Competencies

Description

Proficiency[?]

Basic

Advanced

Expert

ServiceNow CSM configuration and management

 

 

X

ServiceNow ITSM configuration and management

 

 

X

 

 

Experience

  • Min. 2 years of experience on the ServiceNow CSM and ITSM configuration and management

/ Additional Qualification

Educational / Professional or Vocational Qualifications

  • Fluent English (writing and verbal)

 

 

 

 

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.

Job Title:  ServiceNow CSM and ITSM Analyst-Developer

Location: 

Curitiba, BR

Requisition ID:  12001
Date Posted:  Jun 13, 2022

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