Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. We use our experience and the power of ICT to shape the future of the global society together with our customers.
Fujitsu provides newest technologies and products for informatics and communication to clients in more than 100 countries. Using our many years of experience and innovation potential, we are committed to digital co-creation together with our customers. Fujitsu provides unique digital services that are designed to leverage connectivity and data-driven intelligence in order to empower people by delivering a truly human-centric value.
We are looking for
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Job purpose is to work within the Intelligent Support Platforms team located in Łódź/Katowice. You will be involved in BAU support of the TfSNOW tool (Fujitsu specific ServiceNOW instance) supporting 400+ customers across a variety of ITIL processes.
The Application Developer is responsible for the implementation, integration, testing, and maintenance of the TfSNOW platform and its components on customer servers.
KEY ACCOUNTABILITIES
- Technical Capability. Works within a team with little supervision as application administrator supporting end users/customers/partners with technical queries relating to the TfSNOW platform(e.g. knowledge of the configuration of interlinked systems, implementing / providing input for technical changes, and contributing technically to service development).
- Process. Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries, reviewing risks defined within the change control, releasing to GDA process verified, validated and documented defects or enhancements to eliminate problems and proactively develop the service. Actively participates and provides valuable input in all relevant project calls, e.g. SME consultation.
- Service Level. Recognizes opportunities to improve performance against Service Level. Spots Service Improvements on a macro-level in order to improve both team processes and end user experience.
- Customer/Project Relationship. Establishes excellent working relationships with customer organizations to deliver and enhance the service. Is able to guide end users down the correct path.
- Issue Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex issues (both new and known) on a day-to-day basis; escalates or gains support where appropriate. Proactively analyses trends and reports on information (e.g. on performance service levels) in a timely manner to resolve issues, maintain and enhance the service.
- Team Working. Trains, coaches and mentors members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues. Collaborates with all lines of support and sets the example to follow.
- Business Awareness. Understands the requirements of the customer’s business environment and service delivery requirements and knows how issues impact the delivery of service. Recognizes and reports opportunities to technical team manager, process controller and other relevant parties for additional business.
- Independence. Is able to assign tasks independently and complete them in a timely manner without distraction.
DETAILED TASKS
- Change Management (basic scripting; field additions; integration amendments; new interface implementation; etc.) based on detailed work instruction approved with SMEs. End to end ownership of changes on the TfSNOW platform.
- Release Management – Movement of data across Dev/Test/Prod environments.
- Incident Management and Problem Management (suggesting Problems to be logged if Incidents have common causes)
- PAC management; making Pre-Approved Changes on the tool. Creating them in Dev/Test and promoting to Prod. Analysing PAC data to determine automation opportunities and service improvements.
- Major Incident Handling; assessment of impact of incident ascertaining if impact is major, and potentially resolving said incidents 24/7/365.
- Training, both on the job and certification expected to be able to complete the tasks outlined above.
PROFESSIONAL DEVELOPMENT
Takes responsibility for learning about current products / systems, technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to build own technical knowledge and support business requirements. Demonstrates constant willingness to broaden one’s own knowledge and improve skills. ServiceNOW certification provided and required to develop forward.
ESSENTIAL SKILLS
- Ability to understand complex situations and activities and ability to communicate basic technical information to non-technical people.
- Very good Customer Relationship Management techniques and ability to use adequate communication in customer, colleagues’ etc. interaction verbally and in writing.
- Excellent Business Awareness
- Deliverance of training sessions.
- Good ITIL process knowledge – specifically incident, change, problem.
- Independence and self-management skills
- ServiceNOW training and certificates. Minimum expected: CSA, SNOW Fundmentals, Advanced System Admin, Scripting in ServiceNOW Fundmentals.
- Experience in support of a ServiceNOW instance. Either onboarding/configuration of tables and integrations, or incident management of an existing toolset.
- Good Javascript and XML Knowledge
DESIRED SKILLS
- Deep understanding of ALL applications operation (including administration).
- Understanding of integrated solutions and technical interfaces, especially in case of change request affecting more than one application – business process knowledge required.
- Networking experience and experience in web-based business applications.
- Ability to troubleshoot network, application and integration performance issues.
- Database Knowledge, Microsoft SQL Server 2012 in particular.
- Knowledge about Microsoft Windows Server 2008 R 2 and Windows Server 2012 R 2.
- ServiceNOW training and certificates. Desired but not expected: CAD, ITSM Impl, SIM Fundamentals, CIS ITSM)
DESIRED SKILLS
- Deep understanding of ALL applications operation (including administration).
- Understanding of integrated solutions and technical interfaces, especially in case of change request affecting more than one application – business process knowledge required.
- Networking experience and experience in web-based business applications.
- Ability to troubleshoot network, application and integration performance issues.
- Database Knowledge, Microsoft SQL Server 2012 in particular.
- Knowledge about Microsoft Windows Server 2008 R 2 and Windows Server 2012 R 2.
- ServiceNOW training and certificates. Desired but not expected: CAD, ITSM Impl, SIM Fundamentals, CIS ITSM)
HUMAN-CENTRIC ENVIRONMENT
- Friendly atmosphere in the air that you will miss on your day off.
- You are treated with respect, as a person and not only as an employee.
- Work-life balance
- Appreciation of your work, awards program.
- Diverse and international working environment.
- Employment stability.
EMPOWERMENT
- We develop our unique know-how.
- Employees can have an impact on the services provided to clients.
- Openness to dialogue.
WORLDWIDE IT SOLUTIONS
- Access to innovative technologies with which we work on a daily basis.
- Industry-leading solutions, systems and programs.
- Innovative labs.
CAREER CHOICE AND OPPORTUNITIES
- Wide range of trainings, courses, conferences.
- Opportunities for professional growth and promotions.
- Development opportunities in all directions.
KEY ACCOUNTABILITIES
- Technical Capability. Works within a team with little supervision as application administrator supporting end users/customers/partners with technical queries relating to the TfSNOW platform(e.g. knowledge of the configuration of interlinked systems, implementing / providing input for technical changes, and contributing technically to service development).
- Process. Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries, reviewing risks defined within the change control, releasing to GDA process verified, validated and documented defects or enhancements to eliminate problems and proactively develop the service. Actively participates and provides valuable input in all relevant project calls, e.g. SME consultation.
- Service Level. Recognizes opportunities to improve performance against Service Level. Spots Service Improvements on a macro-level in order to improve both team processes and end user experience.
- Customer/Project Relationship. Establishes excellent working relationships with customer organizations to deliver and enhance the service. Is able to guide end users down the correct path.
- Issue Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex issues (both new and known) on a day-to-day basis; escalates or gains support where appropriate. Proactively analyses trends and reports on information (e.g. on performance service levels) in a timely manner to resolve issues, maintain and enhance the service.
- Team Working. Trains, coaches and mentors members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues. Collaborates with all lines of support and sets the example to follow.
- Business Awareness. Understands the requirements of the customer’s business environment and service delivery requirements and knows how issues impact the delivery of service. Recognizes and reports opportunities to technical team manager, process controller and other relevant parties for additional business.
- Independence. Is able to assign tasks independently and complete them in a timely manner without distraction.
DETAILED TASKS
- Change Management (basic scripting; field additions; integration amendments; new interface implementation; etc.) based on detailed work instruction approved with SMEs. End to end ownership of changes on the TfSNOW platform.
- Release Management – Movement of data across Dev/Test/Prod environments.
- Incident Management and Problem Management (suggesting Problems to be logged if Incidents have common causes)
- PAC management; making Pre-Approved Changes on the tool. Creating them in Dev/Test and promoting to Prod. Analysing PAC data to determine automation opportunities and service improvements.
- Major Incident Handling; assessment of impact of incident ascertaining if impact is major, and potentially resolving said incidents 24/7/365.
- Training, both on the job and certification expected to be able to complete the tasks outlined above.
PROFESSIONAL DEVELOPMENT
Takes responsibility for learning about current products / systems, technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to build own technical knowledge and support business requirements. Demonstrates constant willingness to broaden one’s own knowledge and improve skills. ServiceNOW certification provided and required to develop forward.
ESSENTIAL SKILLS
- Ability to understand complex situations and activities and ability to communicate basic technical information to non-technical people.
- Very good Customer Relationship Management techniques and ability to use adequate communication in customer, colleagues’ etc. interaction verbally and in writing.
- Excellent Business Awareness
- Deliverance of training sessions.
- Good ITIL process knowledge – specifically incident, change, problem.
- Independence and self-management skills
- ServiceNOW training and certificates. Minimum expected: CSA, SNOW Fundmentals, Advanced System Admin, Scripting in ServiceNOW Fundmentals.
- Experience in support of a ServiceNOW instance. Either onboarding/configuration of tables and integrations, or incident management of an existing toolset.
- Good Javascript and XML Knowledge
DESIRED SKILLS
- Deep understanding of ALL applications operation (including administration).
- Understanding of integrated solutions and technical interfaces, especially in case of change request affecting more than one application – business process knowledge required.
- Networking experience and experience in web-based business applications.
- Ability to troubleshoot network, application and integration performance issues.
- Database Knowledge, Microsoft SQL Server 2012 in particular.
- Knowledge about Microsoft Windows Server 2008 R 2 and Windows Server 2012 R 2.
- ServiceNOW training and certificates. Desired but not expected: CAD, ITSM Impl, SIM Fundamentals, CIS ITSM)
DESIRED SKILLS
- Deep understanding of ALL applications operation (including administration).
- Understanding of integrated solutions and technical interfaces, especially in case of change request affecting more than one application – business process knowledge required.
- Networking experience and experience in web-based business applications.
- Ability to troubleshoot network, application and integration performance issues.
- Database Knowledge, Microsoft SQL Server 2012 in particular.
- Knowledge about Microsoft Windows Server 2008 R 2 and Windows Server 2012 R 2.
- ServiceNOW training and certificates. Desired but not expected: CAD, ITSM Impl, SIM Fundamentals, CIS ITSM)
HUMAN-CENTRIC ENVIRONMENT
- Friendly atmosphere in the air that you will miss on your day off.
- You are treated with respect, as a person and not only as an employee.
- Work-life balance
- Appreciation of your work, awards program.
- Diverse and international working environment.
- Employment stability.
EMPOWERMENT
- We develop our unique know-how.
- Employees can have an impact on the services provided to clients.
- Openness to dialogue.
WORLDWIDE IT SOLUTIONS
- Access to innovative technologies with which we work on a daily basis.
- Industry-leading solutions, systems and programs.
- Innovative labs.
CAREER CHOICE AND OPPORTUNITIES
- Wide range of trainings, courses, conferences.
- Opportunities for professional growth and promotions.
- Development opportunities in all directions.