Senior ServiceNow Data Manager

About the Role:

The Deliveroo Enterprise Technology team conceives, designs, builds and sustains the internal tech services powering Deliveroo’s internal teams globally, as we transform the way customers eat. We continually drive service improvements and love to automate.

We are introducing ServiceNow and building a completely new team. The main objective of the ServiceNow team is to support the improvement of the maturity of service delivery within Enterprise Technology by providing quality configuration and support of ServiceNow to support the new processes which are expected to bring a better customer experience for Enterprise Technology customers. The team partners closely with IT Service Management and Operations, providing ServiceNow best practice guidance and input into the development of the new processes, dashboards, reporting, and workflows.

Critical to the success of the ServiceNow platform will be excellent quality, accurate and complete data which will be used to drive the automation of the processes.

In this role at Deliveroo you will be responsible for ensuring that the Foundation and Configuration Management Data within ServiceNow is complete, accurate and maintained to the highest standard, and preferably as automated as possible. This is a hands-on role where you will be expected, working with ITSM and ServiceNow colleagues, to own the processes required to maintain the data, proactively own the backlog of work to automate and improve data quality, and when necessary performing manual data import and correction as required.

What You'll Be Doing:

Identifying the golden source of all required data items (including Foundation data and Configuration Management data) that are required for ServiceNow, document in the data design document, and ensuring the data is available for the ServiceNow implementation and ongoing. This will require collaboration with teams outside of Enterprise Technology and may also require the functional specification of requirements for integrations.

Identifying and documenting the data items required in ServiceNow to satisfy the business requirements

●  Working with other departments and ET colleagues, you will identify opportunities to integrate with Golden sources of data to minimise manual effort.

●  Work with owners of data sources to ensure that the appropriate processes are in place to maintain the accuracy and quality of the data at the source.

●  Identify where data cannot be sourced through integrations and investigate alternative data options for review and agreement

●  Where data needs to be imported manually, ensure the data is cleaned and transformed correctly for importing into ServiceNow, in the first instance, and then seek to automate the maintenance of this data going forward.

●  Where data is provided via integrations, ensure the data is mapped, cleaned, complete and formatted correctly for importing into ServiceNow with an appropriate update frequency

●  Provide input into the CMDB strategy, design and plan

●  Identify requirements (Requests, Automations etc...) for action by the ServiceNow developers

which will support the ongoing maintenance and audit of the data

●  Manage regular audits of the data, ensuring that identified data owners are maintaining data

on a regular basis, and providing training where necessary.

●  Create and maintain a dashboard of data quality, completeness, issues and work in progress

Must have:

●  Excellent written and verbal communication skills

●  Exceptional Excel and/or Google Sheets skills to be able to identify, collect, cleanse and

manipulate data (ETL)

●  Ability to write and maintain scripts in Excel and/or Google Sheets (VBA/ GAS)

●  Ability to write complex SQL queries

●  ServiceNow knowledge, specifically integration capabilities and the structure of the database

●  ITIL V3 or 4 foundation

●  Attention to detail and pride in data quality and accuracy

We're also interested in...

●  Programming ability especially in Python and Javascript

●  Experience in ServiceNow CSDM (Common Service Data Model) and ServiceNow

foundational data (e.g. users, locations, products, etc)

●  Experience in the use of XML files as part of data transfer

●  Experience and understanding of JSON formatted data

●  Understanding of Process Automation / Flow Designer on ServiceNow

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