World Vision International

Service Management Advisor

Job Description

*Preferred locations: Manila, Philippines; Kualalumpur, Malaysia; USA or Australia where WVI is registered to operate.

PURPOSE OF POSITION:

To support our employees and internal business, we have implemented our first phase of transitioning to a new service operating model to be adaptive, collaborative and responsive to changing business and technology needs. We are looking for people who share the same passion and focus as we do.

As a team member of Global Service Management, you will have the responsibility of advocating for the continued maturity of our Service Management journey as well as maintaining our IT Service Management system (ServiceNow).

KEY RESPONSIBILITIES:

In this role, you will be required to drive service consistency across technology, and entrenching best practices in the organisation with a customer first mindset.

KNOWLEDGE, SKILLS AND ABILITIES:

Required technical skills & experience:

  • Minimum 2+ years’ direct experience as a ServiceNow administrator.

  • Strong understanding of IT Service Management (ITSM) / Enterprise Service. Management with demonstrated understanding of ITIL processes, operations and procedures.

  • Experience configuring core ServiceNow modules including Incident, Problem, Change, Service Catalog, Request, Asset, Knowledge, ESS portal etc.

  • Experience with ServiceNow scripting in JavaScript.

  • Experience with using and obtaining data from ServiceNow.

  • Experience with processes involving problem identification, recovery, escalation and resolution.

  • Working knowledge of relational databases.

Required interpersonal skills & experience:

  • Able to function well in a fast-paced and adaptive environment.

  • Able to work effectively across team environments globally with multiple competing priorities.

  • Strong analytical, estimating and problem solving skills.

  • Excellent communication, interpersonal and collaboration skills.

  • Ability to present and explain technical information to diverse audiences.

  • Ability to be flexible, adaptable and learn new concepts quickly.

  • Experience in producing enterprise level reports, including compiling data from several different sources.

Preferred skills & experience:

  • ServiceNow system administrator training/certification.

  • Advanced Scripting/ Reporting and other classes highly recommended.

  • Knowledge of web based development languages (JavaScript, HTML, CSS, AJAX, HTTP, XML) integration.

  • A recognised and completed IT/Engineering degree.