Overview The person will be responsible for the operational health, administration, development and support of MUFG’s global ServiceNow platform and associated integrations. A strong focus will be centered on designing and implementing efficiencies across existing processes and delivering UX improvements to improve the customer experience. As part of this role, the individual will be required to consult with business and IT stakeholders, perform requirements elicitation and gathering, design and develop enhancements, custom applications and implement new ServiceNow modules. This role will suit candidates looking to further enhance their ServiceNow development/administration skills, gain exposure to enterprise projects and enhance their existing development and application administration capabilities.
Key Accountabilities and main responsibilities Strategic Focus  Support and maintain MUFG’s global ServiceNow platform and associated integrations. Operational Management  Design technical solutions to meet business and technical requirements.  Develop and build technical solutions to meet functional and non-functional requirements. Design and development of new catalogue items, forms, workflows & portal content pages.  Lifecycle management and maintenance of ServiceNow ensuring software currency and maintenance occurs as per the agreed release cycles. Promote and champion the current and future capabilities of MUFG’s global ServiceNow platform. Promote best practice development and uplift internal capability. Provide specialist expertise and advice with regards to ServiceNow and associated integrations. People Leadership  Consult with business and IT stakeholders to perform requirements elicitation and gathering. Collaborate and communicate effectively with team members and peers. Effectively manage colleague, client and stakeholder expectations and relationships. Governance & Risk Improvement of enhancement/release management and environment management/control processes. Review, update and continuous improvement of processes, standards, policies and documentation. The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes Experience  Bachelor's degree in computer science, engineering or related field preferred.  Minimum 3 years’ experience in an enterprise environment. Experience as a ServiceNow Administrator / Developer / Consultant / Technical Specialist Demonstrated experience in the design, development and support of solutions built on the ServiceNow platform. Proficient in all areas of ServiceNow development and configuration including Business Rules, ACLs, Script Includes, UI Scripts, Client Scripts, UI Pages, UI Macros, UI Policies, Custom Applications etc.  Demonstrated experience in IT Service Management (ITSM) tools implementation and customisation based on ITIL best practice. Demonstrated experience in creating new or developing existing modules and applications in ServiceNow.  Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of the latest ServiceNow developments and features.  Demonstrated experience improving customer experience via innovative and intuitive technical solutions.  Demonstrated experience in ServiceNow user administration and security best practice. Knowledge and experience of ServiceNow at an architectural level, including the integration of ServiceNow with other applications and toolsets.  Strong knowledge of system design and development used within Service Oriented architecture and web services integration such as XML, API Technologies (REST/SPML/SOAP), Tomcat, HTML etc.  Proficiency in JavaScript, JSON, AJAX, CSS, XHTML, React, and XML.  Strong knowledge of ITIL v3 methodologies, ITSM concepts, enterprise IT architecture and relational databases.  Experience and knowledge in OKTA, Active Directory (AD), SailPoint, Splunk and New Relic preferred.  ServiceNow certification and education preferred.  ITIL v3 certification and education preferred. Personal Attributes Well-developed communication skills, including a level of written communication and reporting skills necessary to describe complex issues and actions clearly and concisely.  Ability to speak confidently with functional colleagues, peers and management.  Ability to work in high pressure situations, follow processes and procedures with accuracy and attention to detail. Self-Starter and a team player.