Servicenow Operations Intern

4 days ago

Changi, Singapore Thales Full time

Location: Singapore, Singapore

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Thales established its presence in Singapore in 1973 to support the expansion of aerospace-related activities in the Asia-Pacific region. Throughout the last four decades, the company grew from strength to strength and is today involved in the primary businesses of Aerospace (including Air Traffic Management), Defence & Security, Ground Transportation and Digital Identity & Security. Thales today employs over 2,100 people in Singapore across all its business areas.

The Cloud Operations department is responsible for the operation of Thales DIS infrastructures in our Private and Public clouds. ServiceNow is used to manage our CMDB (Configuration Management Database) and to support the core ITSM (IT Service Management) operations such as financial management, incident management, request management and change management.

**Responsibilities**:
As a ServiceNow Operations Intern, you will have the opportunity to learn and grow while working alongside experienced ServiceNow Developers, Operations & SRE and Customer Success Management teams. This will provide you with valuable exposure to ServiceNow configurations, customisations, scripting and best practices while contributing to real-world projects.
- Participate in day-to-day operations such as service requests, incident handling and user assistance.
- Assist in assessing and documenting current IT service management processes, as well as finding opportunities for improvement.
- Create, update and maintain comprehensive documentation for processes, workflows and system configurations.
- Create knowledge base articles and training resources to assist end users in efficiently utilising ServiceNow capabilities.

Depending on progress and priorities, new scope may be added, such as involvement in specific SRE projects (eg. workflow automation).

**Requirements**:

- Degree in Information Technology/Information Systems or any relevant field
- Preferably experience/background with ITSM (IT Service Management)
- Experience working with large software suites (ServiceNow, SalesForce, SAP)
- Interested in operational activities, business process analysis, documentation and workflow automation
- Basic knowledge on and experience with scripting language (eg. Javascript) is a bonus

**Learning Outcomes**
- With this internship, you will have the opportunity to have a wide view and understanding of IT infrastructure management activities
- You will acquire knowledge in ITIL standards for IT service management activities.
- You will develop analyst skills and acquire competencies on a widely deployed software suite - ServiceNow.
- You will also have an overview of operation activities and be involved in SRE (Site Reliability Engineering) activities.

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