ServiceNow Process Engineering Specialist

We are seeking a dedicated and skilled ServiceNow Process Engineering Specialist  (PES) to join our dynamic IT team. The ideal candidate will play a crucial role in bridging the gap between technical teams and business stakeholders, ensuring the successful implementation and optimization of ServiceNow solutions. The PES will be responsible for refining business requirements, analyzing processes, and supporting the development of ServiceNow solutions that enhance business processes, improve service delivery, and contribute to the overall efficiency of the organization.

What you'll do:

• Collaborate with business stakeholders to gather, analyze, and document business requirements for ServiceNow implementations and improvements
• Translate business needs into functional specifications and user stories.
• Assist in prioritizing requirements based on business needs and technical feasibility.
• Work with technical teams to design ServiceNow workflows, configurations, and customizations based on business requirements.
• Work with Service Now Architects to maintain detailed documentation, including functional specifications, process flows, and system architecture diagrams.
• Analyze existing business processes and workflows to identify areas for improvement and automation.
• Assist in designing and implementing best practices for process improvements within the ServiceNow platform.
• Act as a liaison between business stakeholders and technical teams, ensuring clear communication and alignment throughout the project lifecycle.
• Provide ongoing support and guidance to business users on ServiceNow capabilities and process changes.
• Develop test plans, test cases, and execute system testing to ensure solutions meet business requirements.
• Support user acceptance testing (UAT) by providing necessary documentation and guidance to end-users.
• Provide training and support to end-users to maximize the use of the ServiceNow platform.
• Assist in troubleshooting and resolving issues reported by users and stakeholders.
• Stay up-to-date with the latest ServiceNow features and best practices.
• Recommend enhancements and new features based on business needs and ServiceNow updates.

What we need from you:

• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience)
• Relevant and recent experience as a Business Analyst with a focus on IT Service Management (ITSM) solutions, particularly ServiceNow.
• Proven experience in gathering and documenting business requirements, creating user stories, and collaborating with cross-functional teams.
• Hands-on experience with ServiceNow modules such as Incident Management, Problem Management, Change Management, Asset Management, Service Catalog, and Knowledge Management.
• Strong knowledge of ITIL processes and ServiceNow best practices.
• Excellent communication, analytical, and problem-solving skills.
• Experience with ServiceNow reporting and dashboard creation.
• Ability to work effectively in both independent and team environments.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong attention to detail and a proactive approach to problem-solving.
• Ability to manage multiple priorities in a fast-paced environment.
• Collaborative and team-oriented, with excellent interpersonal skills.
• Strong customer service orientation with a focus on improving user experience.

Certifications (Preferred but not required):

• ServiceNow Certified System Administrator (CSA).
• ITIL Foundation Certification.
• ServiceNow Certified Application Developer or Implementation Specialist.

We are looking for a ServiceNow Developer within our Citi Technology Infrastructure (CTI) department to build and deploy service Management capabilities on the ServiceNow Software as a Service (SaaS) platform. The ideal candidate is someone who can be hands-on working with our Sr developers and Architects in delivering the large-scale Incident, Problem and Change management modules. The ServiceNow Developer will be responsible for configuration, development and building integrations with the ServiceNow SaaS platform.

This is a hybrid role and the successful candidate will be required to be onsite 3 days per week.

What you'll do

• Technical development of ServiceNow engineering that support our Incident, Problem, Change, Chat, Portal, and Security Incident Response (SIR) capabilities
• Subject matter expert on adopting and implementing solutions to improve the Service Management capabilities
• People Management skills paired with development skills
• Act as a lead and architect of a solution on the ServiceNow platform.
• Partner with product owners, process owners, and other business leaders to build Service Management solutions
• Ensure the delivery of solutions are in-line with ServiceNow best practices, reducing as much customizations as possible
• Design, prototype, implement, test and deploy solutions on the platform.

What we need from you

• Hands on experience with Service Now platform administration, configuration, and monitoring.
• 6+ years of experience as a hands-on engineer and developer
• 4+ years managing ServiceNow or similar Service Management products
• Good understanding of the core platform components like business rules, client scripts, UI scripts, forms, and glide scripting.
• Knowledge of Java script, XML, HTML, CSS, bootstrap and web service Integrations using REST or SOAP.
• Experience with upgrades and clones.
• Experience in ATF is a plus.
• Experience in Reporting and Performance Analytics
• Service Now certifications are a plus.
• Excellent organizational skills, time management skills, sharp analytical and problem solving skills
• Solid technical background with understanding and/or hands-on experience in software development
• BA/BS in Computer Science (In lieu of degree, 4+ years work experience )

What we can offer you

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.  We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive. 

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities. 

------------------------------------------------------

Job Family Group:

Technology

------------------------------------------------------

Job Family:

Systems & Engineering

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.