Essential Qualifications/Experience:- Minimum educational requirements: Higher vocational Training in a relevant discipline with 5 years post related experience. Or, a secondary educational qualification with 3 years post related experience- Formal certification in a recognised methodology for project management techniques e.G. PRINCE2 or PMI- Formal certification in the ServiceNow SPM module- Thorough functional knowledge of the ServiceNow SPM module, ideally supported by certification- Extensive knowledge and practical experience in project management methodologies (e.G. PRINCE2 or PMI)- Strong skills in Microsoft Office applications- Proven experience in developing and implementing new processes and procedures- Demonstrated experience in roles requiring excellent interpersonal skills, with the ability to be responsive and sensitive to both internal and external customers and stakeholders- Familiarity with principles of accounting and finance- Experience in roles requiring initiative and a flexible approach, enabling reliable and competent responses to changing requirements in a demanding environmentDesirable Qualifications/Experience:- Knowledge of ITIL- Experience in maintaining web pages- Experience in JIRA software- Familiarity with ERPs (such as Oracle or SAP) and/or experience of Enterprise System Implementation and or Business Analysis, or IT Requirement Analysis- Prior experience of working in an international environment comprising both military and civilian elementsRole :1st Line Support- Provide first-line support to project and service delivery managers to ensure smooth operations and successful project completion.- Support project, service delivery, and resource managers in their day-to-day work with ServiceNow.- Act as a power user, assisting ServiceNow users with issues before escalation to IT support.- Support NCIA's governing committees and senior management to ensure ServiceNow meets their operational needs.- Provide cross-functional support to other business areas using ServiceNow (e.G. Customer Relationship Management team).- Monitor ServiceNow-related incidents in the IT Service Management Tool for P3SM requests and resolve incidents as required.- Supervise Project/Service Creation Workflow stages and set up projects/services in the Enterprise Project/Portfolio Management system (ServiceNow) using appropriate templates.- Ensure accurate setup of project baselines.- Maintain an up-to-date knowledge base with optimal usage guidelines for ServiceNow.- Maintain current documentation for work instructions and “how-to” guides.Assessing and Prioritizing Enhancements- Assess tool enhancements to determine which will have the greatest impact on the ServiceNow user community (acting as ServiceNow 'Product Owner').- Support the Head of BSM in prioritising tickets logged in Jira, continuously improving ServiceNow configuration and customisation to suit user and stakeholder needs.- Collaborate with the technical team (NCIA Business Applications Center) to resolve incidents and implement enhancements efficiently.- Work on process improvements in demand, portfolio, project, resource, and time management areas.Tool Use, Communication, and Adoption- Conduct training sessions on ServiceNow use, particularly in project management, service management, resource management, and time accounting.- Support the adoption of other ServiceNow modules (e.G. Demand Management, Customer Relationship Management, Services Catalogue) and advise on their compatibility with Strategic Portfolio Management enhancements.- Devise and execute a stakeholder communication plan.- Perform other duties as required.