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location iconLocations: Wrocław
level iconLevel: specialist
time iconWorking hours: Full time
ITSM ServiceNow Analyst Programmer

ITSM ServiceNow Analyst Programmer


Information Technology (IT)

Group Functions

Job Reference #




Job Type

Full Time

Your role

The ITSM Infrastructure Platform Specialist will be required to work collaboratively with various teams within the organisation to maintain and support the platform’s operational functions as well as to guide and lead the platforms’ growth within UBS.

The individual will be responsible for carrying out system configuration, system performance and troubleshooting activities for our key platforms ServiceNow and MIR3.

This individual will be required to work collaboratively with other members of the global ITSM team and other IT teams within the bank to ensure standard processes and methodology are followed.

As part of the role, day to day activities will include:

  • Working as part of the platform team to conduct:
    o Configuration, maintenance and support of all components for both MIR3 and ServiceNow
    o Technical analysis and recommending / implementing improvements to system configuration and improvements to increase system performance
    o Trouble shooting activities
    o Capacity Management to ensure current and future demand is supported
    o Plan, prepare and deliver environment refresh activities and platform upgrades
    o Manage the backlog of bugs and requirements, prioritising based on impact and in consultation with the main stakeholders
    o Patching and upgrades to non-production environments
    o Consultancy for production environment
  • Perform L3 support on the platform to identify issues, working in collaboration with other team members and where applicable the vendor to resolve them within the agreed SLAs and ensure best practices are adopted
  • Work effectively within an agile methodology with a focus on fast, efficient and qualitative delivery

Your team

The ITSM team is part of the Automation & Tooling team. The team is responsible for a portfolio of products including ServiceNow platform which is predominantly used by Group Technology to manage the ITSM processes within the bank and is a significant component in the bank’s digitalization journey including automation, machine learning and AI.

Your expertise

  • Preferred but not essential, an understanding of the:
    o ServiceNow offerings
    o ServiceNow data model (including task hierarchy, CMDB hierarchy, user groups and roles, data relationships)
    o ServiceNow administrative / scripting tools (e.g. transform maps, BSM, access controls, script includes etc.)
  • Have a good understanding of:
    o infrastructure (HW, CPU, Memory) and platform (Linux/Unix/Wintel)
    o web-middleware such as Apache(IIS) and Tomcat
    o DB setup (Oracle, MariaDB and SQLServer)
    o PL/SQL scripts and PowerShell scripting
    o ETL features using Informatica PowerCentre
  • Have a strong understanding of:
    o Standards that ensure for a stable and performing platform
    o relational data modelling best practices (normalization, key dependencies and data integrity)
    o integrations and data sources
    o working within an agile SDLC framework
  • Should be able to demonstrate:
    o excellent communication skills with an ability to explain plans and activities clearly and concisely
    o ability to propose alternative solutions to a problem whilst working collaboratively with other team members
    o good technical writing and documentation skills
    o excellent analytical and problem-solving skills
    o strong planning, organisational and coordination skills
  • Should have collaboration skills to work efficiently in a dynamic global team

About us

Expert advice. Wealth management. Investment banking. Asset management. Retail banking in Switzerland. And all the support functions. That's what we do. And we do it for private and institutional clients as well as corporations around the world.

We are about 60,000 employees in all major financial centers, in more than 50 countries. Do you want to be one of us?

Join us

We're a truly global, collaborative and friendly group of people. Having a diverse, inclusive and respectful workplace is important to us. And we support your career development, internal mobility and work-life balance. If this sounds interesting, apply now.

Contact Details

UBS Recruiting Poland

Disclaimer / Policy Statements

UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.

Please submit your application in English

You are kindly requested to include the following clause in your application: "Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w ofercie pracy dla potrzeb procesu rekrutacji zgodnie z ustawą z dnia 27.08.1997r. Dz. U. z 2002 r., Nr 101, poz. 923 ze zm."


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  • iconWrocław, dolnośląskie

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