IT ServiceNow Specialist

BearingPoint's consulting services are designed to deliver tailored solutions that meet the unique needs of each client, driving growth and operational excellence. We pride ourselves on our client-centric approach, focusing on delivering measurable results and sustainable improvements.

The IT ServiceNow Specialist, a mid-level role in our IT team, focuses on the administration and support of the ServiceNow platform. This position entails providing advanced (Level 3) support, managing administration tasks, and improving the ServiceNow platform along with other related collaboration tools. The specialist ensures that ServiceNow IT Service Management (ITSM) remains reliable, efficient, and evolves to meet business needs. This role combines technical expertise in ServiceNow with a strong service orientation to support thousands of BearingPoint employees worldwide.
Primary Functions And Tasks

• ServiceNow Platform Administration: Maintain the ServiceNow platform to ensure high availability, optimal performance, and smooth upgrades. This includes regular system log reviews, addressing performance issues, and coordinating version upgrades with minimal disruption.
• User & Access Management: Manage user accounts, groups, roles, and permissions within ServiceNow to enforce security and ensure appropriate access controls.
• Configuration & Customization:Configure ServiceNow modules and workflows (such as incident management and request catalog) to meet evolving internal requirements. This involves adapting forms, fields, business rules, and email notifications based on user feedback or process changes.
• Issue Resolution : Act as Level 3 support for ServiceNow issues, handling tickets escalated by Level 2 Service Desk. Resolve complex platform issues and fulfill advanced service requests to support daily operations.
• Security & Compliance: Implement and monitor security controls within ServiceNow, including data access policies, encryption, and audit logs. Ensure the platform adheres to internal data protection guidelines, apply patches, and mitigate vulnerabilities in cooperation with the IT Security team.
• Reporting & Analytics: Create and maintain ServiceNow reports and dashboards for IT management and stakeholders, including dashboards monitoring ServiceDesk performance and reports on SLA compliance.
• ServiceNow Enhancement & Projects: Collaborate on extending and improving the ServiceNow platform beyond day-to-day administration. Work closely with internal IT project teams and external developers to plan and implement new features, process improvements, or modules in ServiceNow.
• Agile Development Team Participation: As a member of the internal ServiceNow Scrum team, contribute input on backlog items, assist in testing new developments, and provide feedback from an administrator's perspective.
• Feature Development Support: Collaborate with ServiceNow developers by providing requirements, testing early solutions, and coordinating deployments. Ensure enhancements align with operational needs and are smoothly integrated.
• Change Request Management: Oversee the lifecycle of smaller change requests in ServiceNow, from collecting information from the requester to testing and releasing changes upon validation.
• Testing and Quality Assurance: Conduct thorough testing and troubleshooting for new ServiceNow configurations or features, setting up test cases for both functional validation and user acceptance.
• Process Optimization: Continuously monitor ServiceNow processes and data flows, seeking opportunities to streamline or automate. Propose new ServiceNow features to improve efficiency.
• Vendor Coordination: Liaise with ServiceNow's vendor partners for advanced development or support needs.
• Knowledge Transfer & Support Improvement: Improve the IT support process by sharing knowledge and refining interactions with ServiceNow. Produce and update internal documentation related to ServiceNow.
• Additional Collaboration Tools Support: Support other internal IT tools as part of the broader collaboration frameworks team.

We are looking for:

• Education:Bachelor's degree in Computer Science, Information Systems, or a related field. Equivalent experience or certifications can supplement formal education. A ServiceNow System Administrator certification or training is highly advantageous.
• Experience: 3–5 years of experience in IT support or system administration with significant exposure to ServiceNow. Experience with configuring or administering ServiceNow modules and providing user support is essential. Previous involvement in a ServiceNow implementation or upgrade project is a distinct advantage.

• Soft Skills:

• Analytical Problem-Solving: Excellent problem-solving skills with a keen analytical mindset.

• Communication: Strong communication skills to work effectively with diverse stakeholders.
• Teamwork and Independence: Capable of working well in a virtual team environment and independently.
• Adaptability: Flexible and eager to learn new features or technologies.

• Customer Service Orientation: Friendly, patient approach to assisting users and improving user experience.

• Language Skills: Advanced level English fluency is mandatory, as English is the working language for all documentation, communication with the global team, and vendor interaction.

Offer
Compensation package:

• Our compensation package includes a fixed salary with yearly evaluation and performance-related bonus, meal tickets, Easter and Christmas gift vouchers, as well as seniority, referral bonus, and peer-to-peer recognition.

Health And Wellbeing

• Our benefits package includes extra paid vacation days, hybrid working model, quality private medical subscription for employee and their families, and gym options.

Professional Growth

• A learning-oriented organization with customized training paths (a mix between technical, functional and soft skills, as well as German and French language courses), certifications, valuable e-learning solution and firm-wide development programs.

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About BearingPoint
BearingPoint is an independent management and technology consultancy with European roots and a global reach. The company operates in three business units: Consulting, Products, and Capital. Consulting covers the advisory business with a clear focus on selected business areas. Products provides IP-driven digital assets and managed services for business-critical processes. Capital delivers M&A and transaction services.
BearingPoint's clients include many of the world's leading companies and organizations. The firm has a global consulting network with more than 10,000 people and supports clients in over 70 countries, engaging with them to achieve measurable and sustainable success.
BearingPoint is a certified B Corporation, meeting high standards of social and environmental impact.
Together with our colleagues from Portugal, Czech Republic and India, we are part of BearingPoint's Cross-Shore Enablement Hub (CSH) which offers a wide range of expertise.
We are present in 6 cities in Romania (Bucharest, Brasov , Cluj-Napoca, Iasi, Sibiu and Timisoara) and our team has more than 900 employees.
We can't do this alone. We can do this together. Join us.