Senior ServiceNow Developer / Analyst

Job Description

About the role

Job purpose

The OBS IT department is in charge of decision-making information systems, serving Orange Business Services different line of businesses such as marketing, pre-sales, sales, production, after-sales services, and customer-service for both France and international domains.
In this context, the ServiceNow development Cairo Team is a new team within OBS IT, aiming building customer and partner solutions using the Service Now platform and maintaining them. This is a main building block in helping the customers in their digital transformation journey.

Key Tasks and Responsibilities

The Service Now developer/analyst will be working closely with the technical lead, the SCRUM master managing the project and architect in addition to the product IT delivery manager.

In an Agile context, the service now developer/analyst is required to undertake the following responsibility:
– Fully understand the ServiceNow ecosystem
– Maintain quality and ensure responsiveness of applications.
– Mentor, coach and collaborate with the rest of the development team to design and launch new features.
– Maintain code integrity and organization.
– Working with graphic designers and converting designs to visual elements.
– Understanding and implementing of security and data protection.
– Learn service now technology as needed.
– Build complex solutions using service now.
– Transforming business needs into functional / IT expressions.
– Studying the impact of any projects on the solution being built and proposing solutions in-line with the project needs and objectives.
– Working with the marketing and business teams to define the following:
– KPIs definitions
– SLA calculations
– Acceptance testing.
– Defining the interface contract with other back-office definition
– Tracking the user experience, collecting, analyzing and prioritizing the feedbacks in collaboration with our business owners.
– Release deployment support t as well as supporting the users during the early support life-cycle phase

To achieve all the above the developer/analyst will interlock and collectively work closely with the following stakeholders:
– Marketing and business teams
– Project managers
– Delivery teams
– Production teams
– Application managers

About you

Functional Skills:
– Excellent troubleshooting skills
– Strong ability to work in a team
– Excellent written and verbal communication skills
– Time management
– Autonomy to work on different issues
– Good mentoring and coaching skills
– Principles, methods and techniques for effective management of projects.
– Good knowledge about the agile methodologies
– Experience in IT solution design.
– Excellent functional understanding of some of the main telecommunication operations function (Service Delivery, IP reporting, Service Fulfillment, Service Assurance, Customer Relation Management CRM, Reporting, Billing)
– Sound understanding of IT industries, solutions and technologies including networks and IT services
– Excellent organizational and communication skills with the ability to analyze and summarize.
– Presentation, coaching and mentoring skills
– Customer experience awareness
– Excellent negotiations skills with the ability to propose solutions / alternatives and argue in addition to the ability to take initiatives.
– Excellent ability to listen while knowing how to convince and stay decisive.