ServiceNow & Reporting Specialist

Position Description

The ServiceNow Specialist with Expertise in Reporting will have a pivotal role in ensuring the efficient and effective use of ServiceNow within our organization while also focusing on robust reporting and data analytics.

This position requires a highly skilled individual with extensive experience in ServiceNow implementation, configuration, optimization, and reporting. The specialist will collaborate closely with internal teams and external vendors to develop and implement best practices, provide training and support, and drive data-driven decision-making through advanced reporting and analytics

Description of the role and responsibilities

Create, manage, and optimize reports and dashboards within the ServiceNow platform.

Participate in ServiceNow-related projects and initiatives, with a focus on data-driven decision-making.

Ensure that ServiceNow is used efficiently and effectively, meeting service level agreements.

Collaborate with internal teams and external vendors to develop and implement ServiceNow best practices.

Provide training and support to end-users and IT staff on ServiceNow.

Develop and maintain documentation of ServiceNow processes, procedures, and policies.

Monitor and manage ServiceNow costs, identifying opportunities for cost optimization.

Work with other IT teams to integrate ServiceNow with other IT systems and applications.

Troubleshoot and resolve technical issues related to ServiceNow.

Maintain a strong understanding of ServiceNow architecture and design.

Implement ServiceNow best practices and workflows to optimize processes

Education:

Bachelor's degree in Computer Science, Information Technology, or related field.

ITIL Foundation Certification (preferred).

ServiceNow Certified System Administrator (preferred).

ServiceNow Certified Implementation Specialist (preferred).

English - Reading writing and fluent conversation

Technical knowledge

Strong understanding of ServiceNow architecture and design.

Extensive experience with ServiceNow IT service management and asset management.

Proficiency in ServiceNow reporting and analytics, as well as in reporting tools outside the tool.

Knowledge of ServiceNow best practices and workflows.

Familiarity with scripting languages like JavaScript and PowerShell is desirable.

Experience with integrations between ServiceNow and other IT systems is desirable.

Ability to troubleshoot and resolve technical issues related to ServiceNow.

Knowledge of ITIL principles and practices.

Experience

Minimum of 3 years of experience working with ServiceNow.

Proven track record of implementing, configuring, and optimizing ServiceNow solutions.

Demonstrated ability to meet service level agreements, ensure efficient use of ServiceNow, and drive data-driven decision-making through reporting.

Expertise in creating and managing reports and dashboards within and outside of the ServiceNow platform.

Experience collaborating with internal teams and external vendors.

Strong project management skills, including the ability to work on ServiceNow-related projects and initiatives.

Previous experience providing training and support to end-users and IT staff.

Documentation skills to develop and maintain process, procedure, and policy documentation for ServiceNow.

Budget management experience related to ServiceNow costs and cost optimization.

Other preferences

In addition to technical expertise, the ideal candidate should possess a set of vital soft skills for the role, including agility to swiftly adapt to evolving situations, a strong sense of empowerment, fostering trust and inspiration, a co-creative mindset that thrives on collaborative innovation, a relentless drive to excel and achieve success, unwavering customer orientation aimed at continually delighting our clients, a deep-rooted sense of purpose, a pioneering spirit that embraces innovation, and a commitment to continuous learning to stay at the forefront of industry advancements.

All these skills are included as People Principles in the Mercedes-Benz career path for our continuous development.