ICT Application Manager (ServiceNow) — Kantonsspital Aarau (KSA)

Role overview

Tasks

• They operate, configure and optimize the ServiceNow platform (including incident, problem, change, request, service catalog) and ensure stable operation.

• They analyze faults, fix errors (2nd/3rd level) and support the departments in the efficient use of ServiceNow.

• They implement the requirements in the form of configurations, workflows, business rules, UI policies, ACLs and integrations and document them in a comprehensible manner.

• Requirements Engineering in cooperation with process managers and key users: They take up the needs, assess them for feasibility and translate them into feasible technical solutions. They maintain and develop the service portfolio in ServiceNow, support releases/upgrades, carry out tests and accompany deployments into the productive environment. You consistently pay attention to governance, security and compliance requirements.

• They work in ICT and digitization projects and, if necessary, take over (partial) project management around ServiceNow (e.g. new modules, self-service, CMDB/Discovery).

• They create dashboards and reports, analyze KPIs and derive optimizations for processes and automation.

• They support the setup and maintenance of interfaces (e.g. via REST/SOAP, MID server) as well as the integration of adjacent systems.

Requirements

• You have completed training in computer science (EFZ) or a comparable qualification.

• You have several years of experience in the operation and further development of ServiceNow solutions.

• They know ITIL processes very well and can translate the requirements into technical implementations (configuration/customizing, workflow/flow design).