Senior Software Engineer (SeviceNow)

About Us

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems.

In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO’s business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide.

Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers’ future needs.

About the role

As a ServiceNow expert, you will be responsible for the delivery of complex solutions on the ServiceNow platform. You will lead all technical aspects of service, project and solution delivery including architecture, application UI configuration, workflow design, configuration and implementation as well as advising projects on viable technical solution options. You will craft and deliver requirements/design workshop materials, perform elements of solution implementation and dive into the completion of key project deliverables, often providing technical oversight.

How you will get the job done

• serving as the primary point of contact for consultation with IT internal requesters, projects or business customers on the ITSM platform (ServiceNow) including its modules and interfaces
• verifying the requirements with the platform’s OOB functionality, performing a gap analysis and proposing additional platform OOB modules if necessary
• designing and developing complex solutions based on the requirements of ITSM, ITOM, SAM, HAM, HR, SecOps and other modules
• estimating effort for all customizations, integrations, configurations and development work
• responsible for technical documentation and work instructions for day-to-day operations of new implementations, or their customizations and configurations, including effort estimation
• ensuring system architecture supports business scalability and strategies and meets audit, compliance and security requirements
• collaborating with IT and business teams to translate requirements into technical solutions that meet customer needs
• performing Application and Service Mapping processes and troubleshooting the errors
• reviewing and modifying existing ServiceNow CMDB patterns as needed
• enabling, configuring and operating the discovery of new and existing infrastructure components
• developing, performing and documenting automated Discovery procedures by ensuring identification and reconciliation rules, monitoring error logs, troubleshooting and resolving any related issues
• leading in the implementation, configuration and maintenance of interfaces and integrations
• creating and configuring reports, dashboards, schedules, access, permissions, credentials and other operational activities or outputs associated with discovery functions

Skills and experience you will need

• fluency in English
• University degree in IT or business information management or equivalent qualification
• outstanding ability and experience in developing and implementing ITSM/ITIL and ITOM processes and solutions, with a deep process/functional and technical understanding of the CMDB
• ServiceNow Certifications for System Administrator and Certified Implementation Specialist for ITSM and core ITOM applications
• minimum 5 years of practical experience working with ServiceNow
• advanced experience with web technologies (XML, HTML, JavaScript, Web Services, etc.)
• excellent interpersonal skills combined with practice establishing and maintaining credibility as a ServiceNow expert
• ITIL Foundation certification
• experience soliciting and documenting requirements and evolving these requirements into successful solutions
• experience working in a fast-paced, ambitious and agile environment

Nice to have

• ITIL Intermediate level certification