ESM ServiceNow Administrator III

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 15 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 recommending 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 the platform adheres to Swiss Re’s security and compliance standards, including data protection and access control.
• Implement and maintain governance frameworks for platform usage, development standards, and change control.
• Evaluate and implement new ServiceNow features and modules introduced in each release.
• Promote platform adoption and maturity across business units by identifying use cases for digital transformation.
• Collaborate with internal stakeholders, developers, process owners, and business analysts to deliver effective solutions.
• Conduct impact assessments and feasibility studies to ensure proposed enhancements align with enterprise service management objectives.
• Bridge the gap between technical teams and business users by creating clear process documentation, user stories, and acceptance criteria.
• Continuously evaluate platform usage and user feedback to identify process improvement opportunities and drive value realization.
• Develop and maintain comprehensive documentation, including technical configurations, process flows, and platform design decisions, in a centralized wiki or knowledge base.
• Collaborate with cross-functional teams to ensure all changes, enhancements, and new features are accurately reflected in the documentation repository.
• Standardize documentation templates and taxonomy within the wiki to ensure consistency, clarity, and ease of navigation.
• Translate technical capabilities into business value statements to help stakeholders understand the benefits of new ServiceNow functionalities.
• Support change management by creating user communication materials, release notes, and adoption plans for new ServiceNow capabilities.
• Collaborate with data and analytics teams to leverage ServiceNow Performance Analytics for insight-driven decision-making.

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

Essentials:

• 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 in 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 etc).

• Extensive programming experience 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, and 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