Responsibilities

• Gather business and/or application requirements on the infrastructure to perform infrastructure requirement analysis and design.
• Plan, design, install, test, and implement systems in accordance with specifications and service levels. Perform necessary system programming and configuration where relevant.
• Manage system changes through the established change request process and provide regular status reports to relevant parties.
• Respond promptly to incidents, investigate issues, and provide temporary and/or permanent resolutions for escalated incidents.
• Provide timely status updates to stakeholders and relevant teams.
• Conduct root cause analysis and implement proactive measures; monitor the effectiveness of implemented solutions.
• Monitor and measure system performance and availability proactively; implement corrective actions to improve stability and efficiency.
• Track agreed service levels (e.g., service requests, system availability); document and maintain system configurations, and provide regular reporting.
• Plan and implement service continuity measures, such as backup/restore procedures and disaster recovery plans, to ensure continuous business operations.
• Provide systems-related technical advice to customers or project teams.
• Ensure ICT system management adheres to ISO20000 and ISO27001 standards, ITIL best practices, and relevant methodologies.
• Manage budgets, resources, and schedules for system implementation and operational activities.
• Establish facility management standards and best practices to ensure operational consistency across projects and facility teams.
• Evaluate internal and external business environments to develop long-term strategies for the unit or organization.
• Advise on technology adoption based on business and technical considerations; propose integration strategies for various technology components.

Mandatory Requirements

• Experience in setup and configuration of ServiceNow modules: CMDB, ITSM, and ITOM.
• Proficiency in workflow design and development.
• Strong JavaScript skills (important requirement).