After moving on from my Lead Consultant role at Devoteam, I’ve begun a new path by working directly with a ServiceNow customer, rather than an implementation partner.
Since February 2023, I am currently working as a Senior IT Application Manager for the Österreichische Post AG based in Austria.
My responsibilities include being the primary Technical Contact regarding the ServiceNow Platform. I am responsible for implementing new features, analyzing user stories, reviewing bug reports, and proposing and/or implementing solutions.
In collaboration with other departments, I am responsible for monitoring the entire platform, the performance, possible issues and its integrations to ensure system stability and prevent outages or errors. Based on business requirements, I design and implement new integrations with third-party systems, which may include both internal and external cloud solutions. I am actively involved — mostly as a Solution Architect — in all phases of the implementation process, from initial concept through to final deployment.
Replacing deprecated Software solutions is also common. These are cases where it is needed to “move” and implement the whole process in ServiceNow, ideally with a Module from ServiceNow directly, which would require small adaptations, but sometimes you are not really finding the correct place and then, the solution has to be implemented from scratch.
I also oversee technical aspects of platform changes, advocate for best practices, and ensure alignment with ServiceNow out-of-the-box (OOTB) standards where feasible. In my role, I am also leading the yearly Major Release Upgrades for the Instance that I am managing from the technical side, like cloning, backing up update sets, Setting up clone profiles and dealing with the Skipped Logs.
Areas of involvement
- Customer Support
- ITSM
- Service Catalog
- 3rd party integrations through REST/SOAP, several using the MID Server
- Foundation Data Import (Import Set Tables, Transform Maps)
- Analysis, definition and implementation of User Stories from beginning until the end
- Being Responsible for the stability, performance and overall platform health