I. Position Overview
This position is a key role to be hired in Shanghai, aimed at resolving complex ServiceNow-related issues that the company's internal IT team is unable to handle. The Senior Implementation Specialist will leverage deep expertise and extensive experience to help the company fully realize the potential of the ServiceNow platform, optimize business processes, ensure efficient and stable platform operations, and meet the company's evolving needs in ITSM, HISP, and other related business areas.
II. Key Responsibilities
Complex Problem Resolution
Conduct in-depth analysis of complex issues encountered by the internal IT team during ServiceNow platform usage, including but not limited to system performance optimization, data migration challenges, and workflow anomalies, and promptly provide practical and effective solutions.
Rapidly identify root causes and implement emergency response measures for urgent issues arising from business growth, new feature rollouts, or system changes, ensuring uninterrupted ServiceNow operations and minimizing business impact.
End-to-End Implementation (From 0 to 1)
Lead the full lifecycle implementation of new ServiceNow modules, features, or greenfield projects, including project planning, requirements analysis, solution design, system configuration, testing, and deployment, ensuring timely and high-quality delivery.
Collaborate closely with business stakeholders across departments to understand business needs and translate them into effective ServiceNow solutions, enabling deep integration between business and systems to enhance operational efficiency.
Iterative Optimization
Regularly evaluate and review existing ServiceNow implementations to identify optimization opportunities, and propose and execute iterative improvements to enhance system performance, user experience, and business value.
Stay updated on the latest industry and ServiceNow technological trends, introduce innovative solutions and optimization strategies to maintain smooth and advanced ServiceNow operations within the company.
Technical Guidance and Collaboration
Provide technical guidance and training to the internal IT team, sharing ServiceNow expertise and best practices to elevate the team's overall technical capabilities and problem-solving skills.
Work closely with other departments (e.g., development, operations, business units) to ensure smooth progress of ServiceNow-related projects, coordinate resources, and resolve cross-functional communication and collaboration challenges.
Product Understanding and Application
Possess in-depth knowledge of various ServiceNow products, including ITSM, ITOM, HRSD, CIS, and others, and be able to flexibly apply module functionalities to design customized solutions based on the company's business scenarios.
Monitor the latest features and updates of ServiceNow products, assess their potential impact and value to the business, and provide recommendations for product upgrade and adoption strategies.
Commission-Related Support
Leverage professional experience to provide technical support and solutions on the ServiceNow platform for commission-related activities involving contractors, marketing, and other relevant business functions, ensuring accurate and efficient commission calculation, management, and execution.
III. Qualifications and Requirements
Professional Experience
Minimum of 8 years of ServiceNow implementation experience, with at least 5 years in a senior implementation or similar advanced technical role, having led multiple end-to-end ServiceNow projects from 0 to 1, with proven experience in complex project delivery. Candidates with exceptional experience may be considered with relaxed criteria.
- Demonstrated experience in ServiceNow iterative optimization, having successfully completed multiple system optimization initiatives that significantly improved system performance and user experience.
Familiarity with commission-related business processes and hands-on experience providing technical support on the ServiceNow platform for commission operations.
Technical Skills
Proficient in ServiceNow platform configuration and development, including workflow design, form customization, report development, and scripting (e.g., JavaScript, GlideSystem).
- Strong understanding of integration technologies between ServiceNow and other systems (e.g., API integrations, third-party application connectivity), with the ability to resolve complex integration issues.
- Solid knowledge of database principles and operations, capable of performing data migration, data cleansing, and data quality optimization to ensure data accuracy and integrity within ServiceNow.
Proficiency in Python programming, with the ability to develop automation scripts, process data, and interact with the ServiceNow platform via APIs.
Business Acumen
In-depth understanding of business domains such as IT Service Management (ITSM), Human Resources Service Delivery (HRSD), and IT Operations Management (ITOM), with the ability to translate business requirements into technical solutions on ServiceNow.
Familiarity with the semiconductor industry (the company's sector), including its business characteristics and processes, enabling the customization of ServiceNow solutions to meet industry-specific compliance and operational requirements.
Problem-Solving Skills
Strong analytical abilities to quickly identify root causes of complex issues and propose innovative solutions. Ability to remain calm and execute effective emergency measures under pressure.
Extensive experience in troubleshooting, using various tools and methodologies to diagnose and resolve ServiceNow platform issues, ensuring high system availability.
Communication and Collaboration Skills
Excellent communication skills to effectively engage with stakeholders across departments and levels, including business users, technical teams, and management, accurately capturing requirements and clearly articulating solutions.
Strong team player with the ability to collaborate closely with internal IT, development, operations teams, and external partners to drive project success and resolve cross-functional challenges.
Learning and Innovation
Passionate about learning new technologies and methodologies, with keen awareness of the latest ServiceNow features and capabilities, and the ability to apply them in real-world scenarios.
- Possess innovative thinking, continuously exploring and introducing new solutions and optimization strategies to enhance the company's competitiveness in ServiceNow adoption.