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ServiceNow Developer

2 months ago

High Wycombe, Buckinghamshire, United Kingdom Cisco Systems, Inc. Full time

We understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the ability to learn and deliver results

Who We Are

You will be working in Webex CPaaS, which is part of Cisco. We provide cloud communications software and services that handle business-critical customer interactions at scale.

We believe that customer experience is the key competitive advantage for consumer businesses. So, we're crafting a world where enterprises can stay constantly connected to their customers. A world where every touchpoint, on every channel, is an opportunity to deliver rich, engaging, intuitive experiences.

Our Customer Interaction Management (CIM) suite automates, orchestrates and monitors interactions with disparate back-end systems. This saves time and cuts costs for businesses, while seamlessly connecting to customers on the devices they choose. We deliver innovative, on-brand, business-critical customer interactions for blue-chip global enterprises and leading public-sector organizations including AA, Best Buy, BT, Capitec Bank, Centrica, EE, Hermes, IHG, Mercedes, Orange, O2, Vodafone and Walgreens.

Webex CPaaS has global offices across the UK, USA, Canada, India and South Africa.

What You'll Do

You will work within the Business Systems team, as a ServiceNow Administrator / Developer. You'll be working in a small team who are responsible for supporting our ServiceNow implementation through all stages of the life cycle, including requirements definition, development, testing, implementation, administration and support.

This position is focused on supporting, expanding and improving our existing ServiceNow implementation (currently including ITSM & CSM modules) which forms an integral and vital part of our internal and external customer and business support systems.

This role will interact with internal end users, stake holders, business units and the ServiceNow platform owner, collaborating on solutions to enable the Webex CPaaS business as a whole to better serve our user base.

Main responsibilities and requirements:

  • Able to work alone or as part of a small team on various small projects. Taking them from requirements gathering and documentation, through implementation, testing and deployment. This includes understanding the complexity and effort required to fulfil the request and report this back to the management team for additional discussion and scheduling.
  • Communicate effectively at all levels of the business including stake holders, end users and management.
  • Create test plans on existing functionalities on various modules used in ServiceNow
  • Implement new ServiceNow functionality and enhancements as per business needs
  • Provide day to day support and administration for our ServiceNow implementation.
  • Guide and train end-users on how to get started with and get the most from our ServiceNow implementation
  • Build service requests as per business requirements including requests, request items, tasks, SLAs using workflows to the support various business teams

Who You Are

We prefer candidates who are supporting existing ServiceNow instance for end client.

The applicant must have a minimum of 3 years of strong demonstrable commercial experience in ServiceNow mainly in ITSM & CSM modules.

  • ServiceNow Administration of modules and applications (Incident, Problem, Change, Case Management, CSDM, CMDB, Accounts, Contracts, Service Request / Catalog management, Knowledge Management, Service Portal, Notifications, Service Level Management (SLAs), Dashboard & Reporting etc)
  • ServiceNow Developments (Including scripts, business rules, client scripts, Workflows, Inbound actions, UI/Data policy, ACLs and web services)
  • Working on Service Portals, Themes, Pages, Widgets, Menus, Chats and Search Sources
  • Defining SLAs & workflows along with complex scripting
  • Experience of writing ATF test & perform functional tests
  • Loading and maintain data between ServiceNow and other systems using Import Sets as needed

Our minimum requirements for this role:

  • Minimum 3-5 years of strong hands commercial ServiceNow (Service Portal, ITSM & CSM) experience is required.
  • Good knowledge of out of box functionality vs customisations
  • Excellent communication skills & ability to communicate multi-national teams
  • Highly focused & ability to work on multiple projects in fast paced agile environment
  • Knowledge / experience working in Service Desk / Operations
  • Knowledge of Software as a Service and associated benefits
  • Knowledge on ITIL & ISMS Concepts

Desired Skills

  • Knowledge and understanding of software architecture principles as applies to solutions and application architectures, specifically for portals, web sites and systems integration projects.
  • Software development background, including design, configuration, customisations in ServiceNow using HTML, JavaScript, CSS, AJAX, AngularJS, Bootstrap, REST, SOAP, WSDL etc
  • Experience of Microsoft Development Stack such as .NET, C#, SQL Server, MVC etc

We are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. So, you have colourful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us

#hybrid

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.