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Bangalore, KA, IN

ESM ServiceNow Platform Administrator

About Swiss Re


Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work.



About the Role


ServiceNow is Swiss Re’s strategic technology platform for Enterprise Service Management that we use to offer a centralized, integrated, and standardized set of service management processes (E.g., IM, PM, APM, HRSM, CRD, ITBM, CSM) and custom-built applications, which support the Group Operations and Business Divisions to provide services to their business users. In the innovation space Swiss Re has been ahead of ServiceNow and several of our implementations have been considered as reference to design components now available OOB (Out of the Box) e.g., Digital Business Management, APM, Service Portal, Enterprise onboarding. Over the last 13 years we have developed around 50 applications on the ServiceNow platform with customized features that are used extensively not just by all our employees worldwide but also Swiss Re’s clients.


You are responsible for the optimal configuration and maintenance of our ServiceNow infrastructure and its core components to provide a reliable, secure and highly available platform for our ServiceNow applications.
You will also bring a continuous improvement mindset to improve system reliability, performance, scalability and maintainability. We strive to apply DevOps and other modern software development practices to improve responsiveness to business changes while focusing on reliable and sustainable IT solutions.


Responsibility and tasks:

•    Resolve escalations received via ticketing system, emails, and/or phone calls in a timely manner
•    ServiceNow administration such as: gathering and analysis, solution design, development task management, quality assurance, release methodologies and regular maintenance
•    Develop in-depth knowledge of current platform setup implemented at Swiss Re
•    Collaborate effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests
•    Provide technical support for application users and other teams involved in ITIL concepts
•    Identifying system deficiencies and recommend solutions
•    Maintain and continuously improve processes, standards, policies, working methods and tools
•    Ensure that the latest version of the ServiceNow application is implemented in a timely manner with minimal or no disruption to IT operations
•    Ensure consistency of tool configuration across development, test and production environments
•    Reduce or eliminate repetitive tasks by developing monitoring and automation solutions and training support staff
•    Participate in the creation and development of standards, best practices, support guidelines and procedures
•    Participate in ongoing production support and end-user support
•    Create proposals to introduce new features to the ServiceNow platform that are available with new releases


About the Team


As part of Swiss Re's Enterprise Group Technology Services organization, the Enterprise Service Management Platform Area team supports the Product Areas in designing, developing and operating innovative and value creating Enterprise Service Management solutions ensures consistency and alignment across the technical platform(s), through secondment of ESM DevOps experts to squads. Ensures balancing of short-term and long-term value creation for the business while maintaining an aligned, standardized and compliant ESM platform. Manages all software involved, solution and DevOps related vendors and suppliers. Ensures audit and compliance requirements are met. Ensures that the required resource skills and capacities are available in a sustainable way.

We work in a scaled agile model with a shared leadership team and broad aligned autonomy for our squads. We are located across the globe but share the same values of passion, openness, respect, humbleness, and curiosity in our team. We strive to improve our work for our customers every day. Is this for you? Then we want to get to know you!


About You


•    Bachelor/Master's degree in engineering, computer science (or comparable education/experience)
•    More than 5 years of experience with the ServiceNow platform as an administrator/developer on an enterprise-wide, multi-tier ServiceNow production environment
•    Good knowledge of ServiceNow core architecture, especially modules such as: Service Catalog, Change/Incident/Problem Management, CMDB, Knowledge Management, Reporting/Performance Analytics, Mobile App
•    Experience in requirements gathering and analysis, solution design, management of development tasks, quality assurance and release methodologies
•    Experience integrating ServiceNow with third-party tools (Perspectium, Plat4mation)
•    Extensive experience programming in JavaScript, understanding of Web technologies such as HTML, CSS, XML, REST API
•    Willingness and ability to perform release updates on weekends
•    Knowledge of IT processes in context of ITIL v4
•    Agile mindset and practical experience of DevOps principles would be a great advantage
•    Excellent communication skills, high commitment, energy, competence, reliability
•    Team oriented, customer and result driven
•    Fluency in English (written and spoken)


Behavioral Competencies:


•    Are dedicated, innovative and collaborative in nature
•    Possess a high degree of flexibility, and good interpersonal skills
•    Work well independently as well as in a team
•    Can prioritize, support conflict resolution and act under pressure
•    Feel at home in an interdisciplinary and multi-cultural environment


We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity – diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences – at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.

We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.


Reference Code: 118717 


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