Digital Workplace and ServiceNow Specialist

We are seeking a highly motivated, well-rounded, and enthusiastic Digital Workplace and ServiceNow Specialist to join our Digital Workplace Experience Team. This pivotal role is essential in enhancing our employee experience, driving continuous improvement across our core platforms (Intranet and ServiceNow), and championing user success. The ideal candidate will combine strong technical skills (especially ServiceNow development and UX) with excellent business analysis and user engagement capabilities. A passion for emerging technology, including AI trends, is highly valued.

The scope of responsibilities Includes the following:

ServiceNow Platform Development & Management

Perform full-stack development, configuration, and customization within the ServiceNow platform (e.g., ITSM, CSM, Custom Apps) to meet business requirements.

Design and implement integration solutions between ServiceNow and other enterprise systems using various methods (e.g., REST, SOAP APIs).

Automate manual workflows and processes to drive efficiency and enhance service delivery across the organization.

Maintain platform health, performance, and security, including managing upgrades and patching cycles.

IT Business Analysis & Requirements Gathering

Act as an IT Business Analyst, engaging proactively with business stakeholders to understand pain points, functional requirements, and desired outcomes.

Translate business needs into clear, documented, and actionable technical specifications and user stories.

Define and track metrics to measure the value and impact of implemented solutions.

User Experience & Engagement

Optimize ServiceNow Portal and UX by designing, developing, and continuously improving the self-service portal (Service Portal/UI Builder) to ensure a highly intuitive, accessible, and user-friendly experience across all devices.

Drive Platform Adoption by developing and executing targeted strategies (e.g., targeted communications, in-platform guides, short video tutorials) to increase user adoption and promote the use of new ServiceNow features and services.

Develop Training and Enablement by creating and delivering engaging training materials and sessions tailored for different user personas (end-users, fulfillers, managers) to maximize their productivity within the ServiceNow platform.

Act as a Customer Success Manager for the ServiceNow Platform, advocating for user needs, promoting best practices, and ensuring users can efficiently find the information and services they need.

Monitor platform usage and user flows to identify areas of friction and implement iterative UX improvements.

Continuous Improvement & Feedback Management

Manage user feedback mechanisms (surveys, interviews, focus groups) to identify gaps in the digital employee experience.

Collaborate with various IT and business teams to initiate and drive continuous improvement initiatives that address identified gaps and optimize end-to-end processes.

Research and propose innovative solutions, leveraging knowledge of industry best practices and emerging technologies, including Artificial Intelligence (AI) and Machine Learning (ML), to enhance the digital workplace.

Required Skills and Experience

Education: Degree or Diploma in Computer Science, Information Technology, or a related field.

Certifications: Possess current ServiceNow Certified System Administrator (CSA) and/or Certified Application Developer (CAD) certification.

Overall Platform Experience: A minimum of 5 years of professional working experience, with at least 3 years dedicated to designing, developing, and implementing business processes on the ServiceNow Platform.

Deep Platform Knowledge: Expert-level knowledge of the ServiceNow platform's design, architecture, implementation, and administration, with a strong commitment to applying ServiceNow best practices.

Core Application Experience: Extensive practical experience across multiple ServiceNow applications, including ITSM (Incident, Change, Problem, Request, CMDB, Knowledge), and familiarity with other modules (e.g., ITOM, ITAM, CSM).

Scripting & Configuration: Proven experience in advanced development and configuration, including scripting (e.g., UI Policies, Client Scripts, Script Includes, Business Rules, Scheduled Jobs), managing ACLs, and other related ServiceNow components.

Portal & UX Development: Expertise in developing and optimizing the Service Portal/UI Builder and implementing solutions that adhere to modern User Experience (UX) and User Interface (UI) design principles to create simple,

effective user journeys.

Integration Proficiency: Demonstrated ability to execute complex ServiceNow integrations using OOTB APIs, REST/SOAP, and custom solutions. Working knowledge of integrating ServiceNow with common enterprise tools (e.g., Okta,

JIRA, AWS, SolarWinds, Nexthink, Microsoft Intune).

Business Analysis (BA) Experience: Minimum of 2 years of professional working experience in an IT Business Analyst or similar role, with a track record of successfully gathering complex business requirements and translating them into

valuable, delivered outcomes.

Communication & Stakeholder Management: Excellent written and verbal communication skills, capable of effectively engaging and influencing diverse audiences, from technical teams to senior business leadership.

Highly Desired Attributes

Effective Project Management: Proven ability to manage the execution of multiple initiatives, projects, and product increments simultaneously, ensuring timely delivery in a fast-paced, deadline-driven environment.

Autonomy and Ownership: Highly proactive and self-motivated, with the ability to work autonomously, set priorities effectively, and take full ownership of tasks and outcomes.

Future-Focused: Demonstrated enthusiasm and intellectual curiosity for staying current with the latest technology trends, particularly in the Digital Workplace, Automation, and Artificial Intelligence (AI)/Generative AI (GenAI) space.

Adaptability and Initiative: A hands-on, meticulous, and analytical fast learner with a solid technical background and strong self-motivation.

Team Player: A collaborative team player committed to sharing knowledge and fostering a positive, high-performing environment.