T&DS - ServiceNow Technical Specialist

Company Description

Forvis Mazars is a leading international professional services firm. We are a united partnership delivering exceptional quality in audit, accounting, tax, financial advisory, outsourcing and consulting. Forvis Mazars is also a great place to be, with a diverse culture and a clear focus on helping people reach their personal aspirations. Together, we make a difference by helping to create a fair and prosperous world.

At Forvis Mazars, we celebrate individuality and thrive on teamwork. We give people the freedom to make a personal contribution to our shared purpose. We support one another to deliver quality, create change and make an impact, so that everyone can reach their full potential.

That’s why Forvis Mazars is the smart choice.

About Technology & Digital Solutions

The Technology & Digital Solutions (T&DS) is leading Forvis Mazars digital transformation. We aim at providing Forvis Mazars professionals with a seamless digital experience allowing greater collaboration worldwide in a safe environment. As a result, they’ll be empowered to deliver more value to clients every day.

To reach these goals, T&DS transformation programme aims at consolidating the IT operations from a multi-local model spread across 100+ countries into a global model. This includes the infrastructure and the operating model needed to support the business, people and clients now and in the future.

The success of this change relies on the great expertise and relentless engagement of every member of the team. This is a great moment to join the Technology & Digital Solutions organisation and be part of the delivery of this major transformation over the coming years!

Job Description

The ServiceNow Technical Specialist is responsible for providing technical support and guidance for the ServiceNow Platform, ensuring optimal performance, usability and alignment with business needs. They will work closely with our ServiceNow support and delivery partner to ensure issues are addressed, design and configurations are validated and implemented in adherence with best practice. They will provide advice and guidance to support platform adoption and stay abreast of new platform capabilities. The ideal candidate should possess a strong understanding of IT Service Management (ITSM), ServiceNow platform functionalities, Integration techniques and have excellent problem-solving abilities.

Role Type

The ServiceNow Technical Specialist reports directly to the ServiceNow Product Manager, working as part of a team of internal resources and third party ServiceNow developers and administrators delivering the ServiceNow Platform and Products to the Forvis Mazars business and clients globally.

Role Responsibilities

Product Support & Management

• Review and validate technical designs and solutions to ensure they align with organisation standards and requirements.
• Apply knowledge of networking and integration best practices to support ServiceNow’s connectivity with other systems, including troubleshooting integration issues.
• Work closely with ServiceNow developers and architects to confirm technical feasibility and ensure all designs meet security, performance and functionality standards.
• Create, maintain and manage the ServiceNow SaaS Platform High Level Design (HLD) and all associated technical documentation and Standards associated with the Test, Development and Production instances.
• Responsible for technical leadership during any ServiceNow platform Major Incidents and/or Business Continuity Management (BCM) tests. This may require occasional non-business hours engagement.
• Responsible for assessing and validating all technical Change and providing associated approval to proceed.
• Provide technical leadership for new and ongoing Problem Management activities to ensure root cause is determined and relevant documentation is updated accordingly.
• Actively engage with end-users to gather feedback on the ServiceNow platform and support services.
• Document and analyse customer feedback to identify areas for improvement, ensure customer satisfaction and enhance platform usability.
• Communicate effectively with stakeholders, providing regular updates on issues resolution and platform performance.
• Collaborate with IT Teams to support, configure and maintain secure and reliable network API connections between ServiceNow and external platforms.
• Oversee the ServiceNow platform’s health, performance and security posture, proactively identifying and resolving potential issues before they impact users.
• Provide recommendations on the adoption of patches, store apps and upgrades.
• Ensure compliance with organisational policies and procedures in platform management and maintain up to date system documentation.
• Administer and support user access to the platform with adherence to defined corporate identity and access management principles.

Qualifications

• Strong understanding of ServiceNow best practices
• Ability to effectively communicate with all levels of the organisation
• Ability to author clear and comprehensive documentation
• Highly organised, meticulous, structured and methodical in delivery
• Strong problem-solving skills and the ability to troubleshoot complex issues
• Ability to work independently and manage multiple task assignments
• Proficiency in ITSM and ITIL processes, with Certified ITIL v4 Foundation or higher certifications
• Minimum of 2 years working in a technology support function (preferably 2nd/3rd line support)
• Minimum of 3 years’ experience in the administration and implementation of ServiceNow
• Certified System Administration
• Certified Application Developer and Implementation Specialist in at least one of the following:

- Implementation Specialist (IT Service Management)

- Implementation Specialist (Customer Service Management)

- Implementation Specialist (Service Mapping)

- Implementation Specialist (Discovery)

• ServiceNow Micro-Certifications advantageous for this role include:

- Virtual Agent, Agent Intelligence, Asset Management, Performance Analytics, Agile and Test Management Implementation, Service Portal, Flow Designer, CSM integration with Service Management for Implementer, Automated Test Framework, Integration Hub, CMDB Configuration and CMDB Health

• Experience using Business Rules, Client Scripts, Workflows, Form Design and UI Actions
• Excellent English written and verbal communication skills is mandatory for this role
• Industry experience in IT, Tax, Accounting, Audit, Financial or Consulting Services would be advantageous but not essential
• Experience with ServiceNow ITSM, Service Portal, Service Catalogue, CMDB, Performance Analytics and reporting
• Experience of the CSM module
• Experience configuring and supporting Integrations methods, such as REST and SOAP APIs
• Strong understanding of the CSDM, and its application across ITSM and CSM modules
• Experience adhering to ITSM Standards and Processes that will satisfy ISO20000 (Service Management), ISO9001(QRM) certification status and for alignment with ISO27001 (Security) requirements.

Additional Information

Hybrid work 50%