Senior Manager - ServiceNow ITSM Development

JOB SUMMARY

• The Senior ServiceNow Developer is a part of the ServiceOps Engineering Squad that focuses on assisting with the plan, design, develop, and launch efficient information systems and operations systems in support of core organizational functions around ITSM. Using both business and technical skills, the Developer works collaboratively with the scrum team to meet the Business objectives. This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate and resolve systems issues to maximize the benefit of IT systems investments.

RESPONSIBILITIES

Strategy

• Collaborate in an agile, multi-disciplinary team
• Operate in a DevOps delivery model

Business

• Translate requirements into workable systems, using best practice solutions

Processes

• Build and unit test the required functionality
• Participate in end-to-end testing of the functionality
• Create relevant documentation
• Support and maintain the built solution

People & Talent

• Actively listens, respecting others point of view and takes ownership of contributing the required input whilst demonstrating strong communication skills (written, interpersonal and presentational) appropriate for both a Business and Technical audience, clarifying own understanding and that of others
• Interact with stakeholders to understand and develop the high-level approach and goals
• Work with stakeholders to design/develop an appropriate data architecture and technical process flow

Risk Management

• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

Governance

• Assist to perform day to day administration of the ServiceNow tool
• Assist to maintain the integrity of the ServiceNow tool across production and non-production environments, including:
• Manage systems changes through established change request process &provide status reports to the relevant parties.
• Respond promptly to incident, investigate & provide temporary &/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties.
• Conduct root cause analysis & implement pro-active measures. Monitor effectiveness of implemented measures.
• Monitor & measure the performance & availability of systems proactively; implement corrective actions identified to improve performance & availability.
• Troubleshooting patch / release management issues/activities

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles

Key Stakeholders

• Global – ITSM/ITOM

Our Ideal Candidate

• Education - Bachelor’s degree
• Certifications - CSA / CAD

Role Specific Technical Competencies

• ServiceNow ITSM
• ServiceNow Virtual Agent
• ServiceNow Problem Mgt
• ServiceNow KB
• ServiceNow Scripting

About Standard Chartered

We’re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we’ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you’re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can’t wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you’ll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
• Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you’ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers