Assistant Manager Servicenow

REQ14130 Assistant Manager, ServiceNow (Open) **POSITION SUMMARY:** * Work with the IT management to identify and develop plans to meet the organization requirements into the platform * Report to the GSO director to ensure support of business needs, making sure that ServiceNow can be run smoothly in Melco Resorts & Entertainment **PRIMARY RESPONSIBILITIES:** * The design of solutions and specifications according to the needs of the organization * Setting up, integrating and developing applications * Provide users hands-on guidance to ensure the system is used effectively and efficiently * Analysing technical requirements and making recommendations for more efficient and effective operation procedures * Ensuring proper documentation, notification, escalation, tracking and follow up of all ServiceNow demands * Develop and enforce ServiceNow standards and procedures * Perform quality check and verification of day-to-day batch or routine systems activities * Ability to work in a ‘Agile Project Management’ context with several people having different types of knowledge * Standards & Documentation: Accountable for the creation of key standards and documents * Help to leads internal development team, partners and vendors * Thirty party monitoring, assuring that the external provider is delivering a good service following Melco standards of quality * Provide management feedback about the new features, fixes and functionalities on each new version of the software **QUALIFICATIONS:** **Experience** * Minimum 3 years’ experience with ServiceNow * Experience with configuration, adaptation customization of ServiceNow, including integration with other tools using REST, SOAP, e-mail, etc * Hands-on knowledge in JavaScript, Jelly, HTML, CSS, XML. Other languages are a plus * Broad experience with different modules of the tool: ITSM, ITOM, PPM, HR, etc * Knowledge in Discovery approaches and techniques * Experience with troubleshooting and log analyses * Deep understanding of out-of-the-box APIs, taking advantage of the best usage of them * Experience leading workshops * Deep understanding of tool in all possible products and modules * Former experience coaching less experience analysts * Good understanding of the platform best practices * Previous experience analysing and proposing changes to improve the current setup **Education** * Bachelor’s degree in information technology or equivalent relevant qualifications * At least one ServiceNow certification * Knowledge ITIL is essential **Skills / Competencies** * Good conflict resolution skills * Passionate by automation and digitalization * Ability to provide accurate timeframe for the proposed solutions * Strong analytic skills * Fluent in English and Cantonese/Mandarin * Ability to present ideas in user-friendly language to non-technical personnel and end users