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Quality Assurance - Service Now

Date: May 2, 2019

Location: Chennai, IN, 600113

Company: Teva Pharmaceuticals

Company Info

Teva is a global pharmaceutical leader and the world’s largest generic medicines producer, committed to improving health and increasing access to quality health solutions worldwide.  Our employees are at the core of our success, with colleagues in over 80 countries delivering the world’s largest medicine cabinet to 200 million people every day. We offer a uniquely diverse portfolio of products and solutions for patients and we’ve built a promising pipeline centered around our core therapeutic areas.  We are continually developing patient-centric solutions and significantly growing both our generic and specialty medicines business through investment in research and development, marketing, business development and innovation.  This is how we improve health and enable people to live better, healthier lives.  Join us on our journey of growth!

Job Description

Primary purpose and function of this position
The ITSM Platform Control and Support will take responsibility over ITSM Platform Control and Support;  will be in charge of successful solution transition to live production environments, enhancements development, daily health check monitoring, respond to alerts and will act as a first point of contact for process owners. Will be responsible for the security, quality, and coverage of developed solutions. Incorporate innovative ideas and approaches to control and support quality. In addition, this position is in charge of platform health, usage, overall compliance and stability.
Major duties and responsibilities
• L3 support and maintenance of ServiceNow platform and associated applications.
• Develop, maintain, and execute reports and dashboards to ensure system operation meets performance targets
• Develop KPI’s to measure and improve system stability.
• Create and maintain system design and support operations documentation
• Ensure that user feedback is incorporated into completed documents for future revisions Develop and maintain procedural documents relating to the management of the platform
• Maintain logs to document defects
• Provide advanced application support to internal team members
• Participate in occasional after hours releases for major implementations
• Work directly with end users to resolve support issues within ServiceNow
• Provide "on call” support
• Collaborate with team members to develop effective stability improvement strategies
• Report bugs and errors to development teams
• Help troubleshoot issues
• Perform root cause analysis and remediation for integration, system, reporting, and data issues
• Identify, train and communicate best practices related to ServiceNow development and usage
• In charge of code and configuration changes migration between applicable environments, e.g., development, test, and production
• Coordinate application, platform upgrades and validation
• Assist in IT process implementation and support as necessary
• Escalate issues and impediments in a timely manner.
• Serve as administrator and developer for the ServiceNow platform.
 

Qualifications

Education and Knowledge Requirements
• 3+ years ServiceNow administration in an enterprise environment
• Certification as ServiceNow Certified System Administrator
• Familiarity with Agile frameworks
• Experience creating, updating, and interpreting JavaScript, AngularJS and scripts
• Knowledge of ServiceNow database hierarchies and design
• Experience with detailed components of ServiceNow, including Incident Management, Change Management, Problem Management, Configuration Management, and Asset Management.
• Ability to create and configure forms and screen updates in ServiceNow
• 1 year or more experience  of developement on ServiceNow platform
• Experience with JavaScript, HTML/CSS and AngularJS
• Experience with PowerShell, REST, SOAP and SQL
• Experience with integrating third party applications such as AD, Monitoring Tools and other instances of ServiceNow
• Cloud development experience
• Bachelor degree in Computer Science or related field is preferred
Skills and Capabilities
• Ability to identify and build health check manual and automated scenarios
• Strong problem-solving and troubleshooting skills
• Understanding of ServiceNow application architecture.
• ServiceNow administration experience preferred.
• UAT coordination
• Self-driven, results oriented and someone who takes ownership
• Must have solid interpersonal skills to work with stakeholders to understand, propose, and deliver solutions
• Must be self-motivated and able to adapt to new technologies and shifting priorities in a dynamic environment.
 

Function

Information Technology

Sub Function

Application Development

Reports To

In process of validation

Teva’s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws.