About the Role
As a Systems Developer at Baker McKenzie, you will be responsible for translating business requirements into technical requirements and solutions within the Enterprise Service Management scope.
Key Responsibilities:
* Focusing on analysis responsibilities for the Enterprise Service Management application, including process design and development as well as testing and implementation of required and approved applications.
* Analysing system/application problems, designing and implementing workable solutions, and supporting such solutions to provide a reliable application with sustainable processes.
* Supporting the Firm in the use of the Enterprise Service Management tool through review and analysis of vendor-assisted resolutions, enhancements, and customisations, as approved by the Product Owner and Management.
* Documenting and communicating key application technical and functional changes to Management.
* Driving operational excellence through the creation, adoption, and maturity of processes and tools aligned with the ITIL Framework.
* Managing, monitoring, and ensuring Continual Service Improvement (CSI) of Service Management processes and tools, with a focus on exploring process improvement, customer service strategy, and application enhancements.
Requirements:
* Bachelor's Degree in Information Technology or substantial equivalent experience with an emphasis on web/application development-related field or equivalent work experience.
* Some experience with the Service Now platform and Service Now development is a must; Service Now CSA and CIS-ITSM are preferred.
* Experience in a legal environment is highly desirable.
* Thorough understanding of ITIL/ITSM processes; ITIL Certification (Foundation Certification) recommended.
* Experience in application design, analysis, deployment and support.
* Excellent JavaScript knowledge, inbound/outbound API integration.
* Implementation experience with the following Service Now applications: ITBM, ITSM, ITOM, HRSD, ITAM.