Job Summary

As a Subject Matter Expert in Tools and Automation, you will play a crucial role in ensuring the timely resolution of escalated incidents while maintaining high-quality standards in compliance with Service Level Agreements (SLAs). Your expertise will contribute to enhancing customer satisfaction and operational efficiency through effective analysis, mentoring, and stakeholder engagement.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Utilizing Snow Admin And Javascript, Adhering To Agreed Slas To Maintain Operational Efficiency.
2. Mentor Team Members And Administrators While Developing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, Enhancing Team Competency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance, Leveraging Analytical Skills To Participate In Capacity Planning And Resource Allocation.
4. Facilitate Positive Customer Feedback By Actively Participating In Customer Meetings, Employing Effective Communication To Address And Resolve Any Issues Faced By Stakeholders.
5. Conduct Validations And Analyses, Such As Root Cause And Trend Analysis, Using Relevant Tools To Generate Reports That Inform Key Business Stakeholders And Enhance Task Performance.

Skill Requirements

Job Description: Service Portfolio Tooling Advisor (SPTA)

Role Overview: The Service Portfolio Tooling Advisor (SPTA) is a senior technical and operational authority responsible for governing, coordinating, and validating all tooling-related changes within the ServiceNow environment. This role acts as the strategic and operational bridge between Airbus’s business requirements and the service provider’s technical execution teams. The SPTA ensures that any tooling enhancement is justified, tested, documented, and operationally ready before deployment into production. This position combines Advisory, Orchestration, and Hands‑On Execution, with a strong emphasis on technical governance, operational alignment, and quality assurance.

1. Demand Enrichment & Gatekeeping

• Serve as the primary gatekeeper for all ServiceNow-related change requests.

• Collect, validate, and challenge incoming demands to ensure accuracy, feasibility, and business alignment.

• Conduct and document detailed Operational Impact Assessments, identifying affected operational teams and required updates.\\\\r\\\\n• Ensure no story is submitted to development without complete enrichment and clarity of operational outcomes.

2. UAT Resource Orchestration & Testing Ownership

• Identify, secure, and coordinate SMEs and testing resources.

• Ensure all User Acceptance Testing (UAT) is conducted collaboratively with operational teams.

• Validate and sign off on UAT evidence, ensuring testing quality and operational alignment.

• Maintain accountability for completeness and integrity of testing activities.

3. Operational Synchronization & Knowledge Transfer Assurance

• Facilitate cross-functional briefings before production deployments.

• Ensure ServiceNow developers conduct walkthroughs with impacted operational teams.

• Enforce mandatory updates to Runbooks, Knowledge Articles, and SOPs.

• Verify publication and communication of updated documentation before story completion.

4. Backlog Management & Business Prioritization

• Maintain the tooling and technical backlog.

• Provide Airbus with a prioritized backlog based on business value, feasibility, and operational readiness.

• Ensure prioritization decisions are transparent and traceable for stakeholders.

Key Competencies & Skills

• Strong expertise in ServiceNow platform (ITSM, CMDB, Workflows, Catalog, Integrations).

• Ability to orchestrate cross-functional teams.

• Strong analytical and documentation capabilities.

• Experience in Change Management, UAT governance, and release coordination.

• Excellent communication skills.

• Ability to work autonomously and take ownership of tooling governance processes.

Role Type

• Hybrid role: Advisory + Orchestration + Hands‑On Execution

• Position Level: Senior, 10+ years experience

• Reports To: Tooling Governance Lead / Service Portfolio Manager / Equivalent

Other Requirements