Role: ServiceNow Application Manager
Location: London or Sunbury, UK (Kinly operates a hybrid culture, allowing for a mix of office/home working)
Salary: Negotiable dependent on skills and experience, plus large company benefits
Kinly is a global leader in Audio Visual and Unified Communications technology, partnering with numerous high-profile organizations to enhance collaboration, engagement, and productivity. We design, engineer, and support AV and collaboration technology solutions that deliver real business value and exceptional user experiences.
We now have a new opportunity for someone to join Kinly’s dynamic and international application team, where you will play a vital role in shaping and optimising our application landscape and as part of a team driving innovation and continuous improvement.
Job overview
Kinly is dedicated to continuous improvement, particularly in ServiceNow and working as a ServiceNow Application Manager, you will focus on process and system optimisation, supporting and improving our consolidated application landscape.
You’ll collaborate with a team of six application managers, designing, implementing, and maintaining the landscape. Your expertise will focus on the ServiceNow Customer Service Management application; including case management, advanced work assignment, virtual agent, chatbots, knowledge management, SLA & entitlements, CSM/FSM workspace, customer service portal & mobile app.
Moreover, you will be responsible for delivering customer integrations as well as supporting internal business integrations. Other applications on the platform where experience is preferred are Field Service Management (FSM), IT Service Management (ITSM) and Strategic Portfolio Management (SPM).
You will work closely with key users to identify, specify, and implement system enhancements and with your analytical mindset and strong communication skills, you’ll drive meaningful change through well-founded and convincing solutions.
Key responsibilities:
* Support the adoption and expansion of ServiceNow CSM, FSM, ITSM & SPM across Kinly
* Continuously enhance the existing ServiceNow applications
* Develop automations and support system integrations
* Create innovative solutions to drive efficiencies for business stakeholders
* Manage and coordinate technical projects
Skills & experience:
Functional
* Strong expertise and an understanding of customer service business processes
* Skilled in requirements analysis, functional and technical design, testing, and agile methodologies
* Strong analytical and problem-solving abilities
* Knowledge of ITIL (preferred)
Technical
* Proven expertise as a ServiceNow Application Manager or Consultant
* Advanced knowledge of workflows, UI policies, business rules, flow designer, ACLs and integration hub
* Programming knowledge, such as JavaScript, JSON or XML, is a nice to have
* Knowledge of the ServiceNow API (preferred)
Other
* Excellent verbal and written proficiency in English
* Willing to work outside regular hours, be on standby periodically, and travel internationally as needed
We offer
* A full-time position with a competitive salary based on your expertise.
* An informal, no-nonsense culture that fosters creativity and personal growth.
* Opportunities for professional development and education.
* Comprehensive benefits
* A hybrid workplace based in Sunbury or London, UK
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