Servicenow Data Operating, Associate

**Job description**:
**About this role**

**Overview**:
We are seeking Process Engineers who like to innovate, solve sophisticated problems and who are passionate about data & analytics. We recognize that strength comes from diversity, and will embrace your outstanding skills, curiosity, and passion while giving you the opportunity to grow technically and as an individual.

We invest and protect over $11 trillion (USD) of assets and have an extraordinary responsibility to our clients all over the world. Our technology empowers millions of investors to save for retirement, pay for college, buy a home, and improve their financial well-being.

Being a technologist at BlackRock means you get the best of both worlds: working for one of the most sophisticated financial companies and being part of a software development team responsible for next generation technology and solutions.

**What are Aladdin Data and Solutions Engineering**
- Aladdin relies on data; analyzing and gaining insights from it is crucial for our uniqueness. Aladdin Data team is responsible for the data ecosystem within BlackRock. We strive to build a ground-breaking data platform offering high-quality data for users, including investors, operations teams, and data scientists. We focus on evolving our platform to deliver exponential scale to the firm, powering the future growth of Aladdin.
- Solutions Engineering team at BlackRock get to experience working at one of the most recognized financial companies in the world while being part of a broader Aladdin Data software development teams responsible for next generation technologies and solutions. Our engineers design and build large scale analytics data pipelines, process integrations for computation processes, and distributed systems. Additionally, they proactively identify process inefficiencies and implementing solutions to enhance productivity and accuracy.

**Key Responsibilities**:

- Leverage ServiceNow expertise to ensure full adoption of the platform through well-designed workflows and configurations. Translate business needs into ServiceNow solutions. work with stakeholders to understand requirements, design and improve processes, and ensure solutions are implemented effectively. This involves gathering and documenting requirements, collaborating with developers, and testing solutions to ensure they meet business objectives.
- Identifying bottlenecks, streamlining workflows, and automating tasks using ServiceNow. coordinating across teams, and understanding required enhancements to be incorporated through the Snow development teams.
- Testing solutions in pre-production environments to ensure they meet documented requirements and acceptance criteria.
- Documenting requirements, process flows, and test cases.
- Contribute to strategic ServiceNow initiatives across business, data, and technology streams, with a focus on addressing inefficiencies and driving automation. Define and meet key requirements, including performance metrics (e.g., MTTs), SLA compliance, and escalation handling.
- Encourage teamwork among different departments - incident/problem managers, business collaborators, and developers to carry out project-specific quality assessments and handle various tasks. Ensure optimal utilization of ServiceNow and contribute insights to support the implementation of effective workflows.
- Incident Management (ITSM Module)
- ITIL background Experience with logging, prioritizing, and resolving incidents and problems within ServiceNow.
- Customer Service Management (CSM Module) - Hands on experience with CSM and FSO module for raising cases and handling customizations.
- Use ServiceNow capabilities to proactively communicate pending incidents and problems to collaborators, ensuring they are kept informed throughout the resolution process to support an effective IPR workflow.
- Innovate
- Initiate and drive platform and process innovations to support new business needs, minimize risk, enhance quality, and navigate the changing requirements.
- Superb communication skills to interact with users and provide support.
- Creating Dashboards / Reports as per the requirements on ServiceNow.
- Ensure compliance of incident and problem tickets across functions, with a focus on thorough grooming and resolution of all incident tickets through to closure.
- Outstanding performance in building and maintaining good relationships with interface teams.
- Assisting users with platform usage and providing training across functions on ServiceNow for efficient ITIL framework utilization.
- Collaborate with stakeholders to enhance incident, problem, and change management processes, ensuring their effective implementation in ServiceNow. Promote consistent use of ServiceNow for raising and tracking incidents and problems across all teams.

**Qualifications**:

- 3-5 years ITIL certification - Incident Management with ServiceNow expertise
- 3-5 years CSM certification - Customer Service Management with ServiceN