Kongsberg Digital (KDI) is a provider of next generation software and digital solutions to customers within maritime, oil & gas, and renewables & utilities. The company consists of more than 500 software experts with leading competence within internet of things, smart data, artificial intelligence, automation and autonomous operations. In addition, Kongsberg Digital is the group-wide canter of digital expertise for KONGSBERG.

We are seeking a skilled and proactive ServiceNow Expert to join our Global Customer Support team. This role will focus on unlocking the full potential of the ServiceNow platform, driving operational excellence, and enabling data-driven decision-making through robust analytics and reporting capabilities.

Key Responsibilities:

• Platform Enablement:

• Managing user access and permissions within the ServiceNow system. This includes creating and updating user accounts, defining roles and access controls, and ensuring proper authentication mechanisms.

• Implementing and maintaining security best practices to protect sensitive data and ensure compliance with relevant regulations and standards.

• Managing platform upgrades and applying patches to ensure the system is up-to-date with the latest features and security fixes.

• Drive continuous improvement of ServiceNow capabilities, including Incident, Problem, Knowledge, and Request Management.

• Implement and optimize support workflows, SLAs, notifications, and self-service capabilities.

• Collaborate with internal stakeholders to gather requirements and translate them into scalable ServiceNow solutions.

• Support the rollout of new features aligned with business goals.

• Analytics & Reporting

• Develop, maintain, and enhance real-time dashboards and performance analytics.

• Provide actionable insights on team performance, SLA compliance, CSAT, NPS, and ticket trends.

• Support voice-of-the-customer and quality initiatives through analytics.

• Drive automation of data collection and reporting where possible.

• Ensure data quality, integrity, and consistency across the platform.

• Maintain documentation, configuration standards, and user guides.

• Train and support global users on ServiceNow functionalities and best practices.

• Identify and implement opportunities for efficiency, automation, and scalability.

• Stay current with ServiceNow updates and industry trends to recommend improvements.

Qualifications:

• 3+ years of hands-on experience with ServiceNow platform administration and development.

• Strong knowledge of ServiceNow ITSM modules and reporting capabilities.

• Proficiency in performance analytics, dashboards, and KPIs in ServiceNow.

• Strong analytical, problem-solving, and communication skills.

• Experience working in a fast-paced, cross-cultural, and collaborative environment.

• ServiceNow certifications (e.g., Certified System Administrator, ITSM) are a plus.

• Experience with customer support metrics (e.g., CSAT, NPS, SLA).

• Understanding of ITIL best practices.

• Familiarity with integrations, scripting, and automation within ServiceNow.