ServiceNow Knowledge Manager / Tester

Introduction / Context

In the context of a project for the European Commission, in Brussels, we need to reinforce the team in charge of the EC Service Management tools based on ServiceNow as a SaaS cloud computing software. It involves setting up systems to define, manage, automate, and structure services for companies. (ServiceNow Platform including ITSM, SPM, HR, ... applications).

The ServiceNow Center of Excellence and Innovation (CoE) main services are:

1. Troubleshooting of the current ServiceNow platform solutions in place (mainly ITSM) for Incident, Service Request, Problem, Change, Service Level, Self-service portal and Knowledge management modules.

2. Configuration, Deployment, Administration, System Supervision and monitoring of the solutions.

3. ServiceNow Software updates & Releases deployment. (change/release management)

4. Continuous improvement. (Monitoring, Release testing and deployment…)

The principal function, using his experience on ServiceNow Platform, will be to help and guide the service in the context of Knowledge Management and Testing, using known methodologies and aiming for automated testing (ATF) of the ServiceNow Platform solution inside the European Commission. (Principally on Platform and ITSM scope but also on the different applications like ITAM, ITOM, HR, CSM, SPM, …)

Required skills:

• ITIL foundation certified (and proven experience with ITIL processes)

• ServiceNow System Administrator certified (and proven experience)

• ServiceNow Automated Test Framework (ATF) certified (and proven experience)

• Experience with Knowledge Management – documentation business oriented.

• Experience with ticketing systems (ServiceManager, ServiceNow, etc.)

Business analyst oriented profile to focus on testing activities and documentation:

• ServiceNow Automated Testing Framework

• ServiceNow ITSM experience (other modules is a +)

• Experience in Business user stories testing

• Experience in ServiceNow Knowledge Management product (documentation)

• Error Identification during testing (overall platform and mainly ITSM)

• Define and maintain automated testing scenarios

Required languages:

• The language requirements include oral and written fluency in both EN and FR

Preferred skills:

Knowledge and certification in ServiceNow products (HR, ITSM,..)

Experience in the context of the IT support at European Commission

Working conditions

• Work of 8 hours between 8am and 6pm from Monday to Friday.

• Office located in the center of Brussels. (High possibility of teleworking)