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Dell Senior ServiceNow Developer/Continual Service Improvement Specialist - U.S. Remote with 10% - 25% travel in Texas

Senior ServiceNow Developer/Continual Service Improvement Specialist

Dell Technologies customers rely on our products and services to drive progress. So, we take the service we provide extremely seriously. Service Delivery is all about making sure our technical solutions help clients fulfil their priorities, challenges and initiatives. As trusted advisors, we build in-depth knowledge of what each client wants to achieve. Then we make sure the services delivered by Dell Technologies deliver on all our promises. We also work closely with Sales and Global Services colleagues to develop strategic account growth plans, and to identify and pursue sales opportunities.

Join us as a Senior ServiceNow Developer/Continual Service Improvement Specialist on our Service Delivery team in the United States to do the best work of your career and make a profound social impact.

What you’ll achieve

As a a Senior ServiceNow Developer/ Service Improvement Specialist, you will be responsible for configuring, customizing and developing ServiceNow based applications to support various needs of Dell customers. This position will help in configuring and customizing out of the box ServiceNow applications or developing workflows and integrations on the platform, along with suggesting and implementing improvements in the tool and workflows. You will drives ServiceNow tool improvement and automation initiatives to enhance the ITAM and SACM delivery. You will be responsible for the smooth implementation of change into the production environment by ensuring ITIL disciplines are followed; build and sustaining effective communications with all stakeholders towards the goal of maximizing Customer Experience

You will:

  • Support a cross-functional team to deliver ITAM value and ROI

  • Be accountable for the quality of service and performance; ensures future demand from growth and projects is understood and factored into capacity plans for all associated systems; drives service review meetings covering performance, service improvements, quality, and processes.

  • Analyze customer’s existing AM policies, processes and practices and make Best Practice recommendations to mature the ITAM Program and to address gaps

  • Identify and rectify potential problems with the ServiceNow tool (system/performance issues, constraints, etc.)

  • Maintain related program and process documentation

  • Identify and implement continual process improvements and operational efficiencies

  • Focus on innovation to deliver relevant solutions to meet our customers’ needs

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • 8+ years of related experience with a Bachelor’s degree; or 6+ years with a Master’s degree; or 3+ years with a PhD; or equivalent experience

  • Possesses skills and ability to assess ITAM service health and bring together relevant parties to resolve service impediments impacting service performance; understanding of the service construct and critical metrics (SLAs, KPIs, etc.) to evaluate and review service performance and technical information provided

  • 7+ years of related experience in IT Asset Management and industry tools and ITIL v3 or 4 foundation certified

  • Possesses detailed understanding of the service construct and critical metrics (SLAs, KPIs, etc.) to evaluate and review service performance and technical information provided

  • Asset Management targeted ServiceNow certified implementation specialist (CIS) certification or 5+ years of development experience

  • Possesses have a good understanding of IT asset management policies, procedures and best practices; good working knowledge of End Point Management systems like ServiceNow Discovery, SCCM, Workspace One etc.

  • Ability to articulate to customers and stakeholder ITAM Methodologies and how ITAM and ITIL work together; ability to identify risks and assess the impact as well as develop mitigation strategies

Desirable Requirements

  • IAITAM certifications: CSAM, CHAMP, CITAM

  • ServiceNow certified application developer certification (CAD)

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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