Role Summary
- The ESP Associate/Developer serves as the Platform Owner for the ServiceNow enterprise platform, ensuring it delivers maximum value to the business. The role manages RFPs and vendor bids, engages with business users to capture needs, and oversees solution delivery by outsourced development and analysis teams. It requires ServiceNow development or configuration experience to enable effective technical oversight, solution validation, and vendor management.
Key Responsibilities
RFPs, Bids & Vendor Engagement
- Lead RFI/RFP cycles for ServiceNow expansions: prepare scope, evaluation criteria, and assess vendor proposals.
- Participate in vendor demonstrations, proofs-of-concept, and technical evaluations of ServiceNow modules.
- Work with Procurement and Legal to finalize contracts, SLAs, and KPIs for ServiceNow implementation partners.
- Monitor vendor performance and ensure deliverables meet quality and compliance standards.
Product Ownership & Roadmap
- Define and communicate the priorities and strategies for the ServiceNow platform.
- Maintain and prioritize the backlog based on business impact, urgency, and technical feasibility.
- Define requirements and user stories clearly for outsourced ServiceNow development teams.
Business Engagement
- Act as the main ICT contact for business users of ServiceNow, ensuring requirements are understood and translated into technical solutions.
- Gather feedback on delivered features and coordinate with vendors to address issues or enhancements.
- Provide business stakeholders with updates on ServiceNow platform upgrades (e.g., family releases), timelines, and impacts.
Delivery Oversight
- Review technical and functional designs (Update Sets, application scopes) from outsourced development teams to ensure they meet requirements and follow ServiceNow best practices.
- Validate that solutions align with platform governance, security policies, and a strict out-of-the-box-first approach to minimize technical debt.
- Coordinate with the testing team for user acceptance testing and ensure readiness for release.
Governance & Compliance
- Ensure ServiceNow solutions comply with IT governance, cybersecurity, and regulatory requirements.
- Maintain platform documentation, decision logs, and release records.
Experience
- 2–4 years in enterprise application delivery or platform management.
- Development/configuration experience in ServiceNow: Business Rules, Client Scripts, Flow Designer, Service Portal widgets, and GlideRecord/GlideSystem scripting.
- Experience managing outsourced vendors and participating in RFP processes.
- Experience working directly with business users to define requirements and validate solutions.
Technical Skills
- Understanding of solution architecture, data flows, and integration points within the Now Platform.
- Familiarity with integration technologies (ServiceNow IntegrationHub, REST/SOAP APIs, MID Server configurations).
- Knowledge of ITIL processes and enterprise governance standards.
