Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. Merkle's expertise has earned recognition as a "Leader" by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. For more information, visit www.merkle.com.

Main tasks

• You will manage the general support, administration, and maintenance of the ServiceNow platform and associated applications.
• You will perform daily support and maintenance, work with the functional team to develop solutions in ServiceNow CSM, and coordinate support and development efforts within the admin team.
• You will work with the ServiceNow functional team to build requested items and tasks, using workflows to manage processes from the customer to the fulfillment teams.
• You will develop training plans for end-users and customizing the platform to meet evolving organizational needs.
• You will develop, configure, and improve core and custom applications and work directly with end-users to resolve support issues.
• You will also monitor the health, usage, and compliance of ServiceNow and develop system integrations and process automation.
• You will have to create and configure business rules, UI policies, UI actions, client scripts, and ACLs.
• You will have to create and configure notifications, UI pages, UI macros, script includes, formatters
• You will guide development of ServiceNow modules to help leaders measure project success by capturing data related to Cost, Schedule, Quality, and Effectiveness.
• Lastly, you will coordinate application and platform upgrades, load, manipulate, and maintain data between ServiceNow and other systems, and create ServiceNow reports and dashboards.

• Minimum 2 years of hands-on experience with ServiceNow, especially Customer Service Management, Flow Designer and Integration Hub
• Experience translating process designs (BPMN) into workflow solutions in ServiceNow
• Configure and extend (coding) ServiceNow capabilities
• And shape the design of ICRC's ServiceNow solution,
• Experience with ServiceNow Robotic Process Automation, Document Intelligence, App Engine a big plus
• ServiceNow System Administrator Certification is preferred.
• Knowledge of technical architecture activities
• Use Microsoft Windows and tools
• Very good written and spoken English, ability to work and communicate in this language with ICRC support and other remote contacts (providers and editors), through video conferencing (French is a plus)

Why you should work with us?

• We are cooperating with an all types and sizes of clients from all around the world which allows us to provide a very diverse portfolio of projects and technologies to choose from to our people.
• You will be part of a startup-minded branch of a company with a strong and stable background.
• Your contributions will have a distinct impact on our clients

With us, you will become part of:

• An international team, where you can gain new/relevant experience.
• A dynamic environment where you will never happen to fall into a routine work.
• Career path growth astounding – client grows, our team grow, you grow!
• Start-up agile atmosphere.
• Friendly international team of creative minds.

And we offer even more!

🏥 Premium package private health insurance (for you, your spouse and children), insured sum of 100.000 EUR/year.

⏰ Flexible working hours and hybrid way of working (work from home or work from office)

👩 ⚕️100% paid sick leaves for a period not exceeding 30 calendar days

🎯 Fully covered certifications for technical roles in Salesforce, Adobe, Microsoft etc

🎓 Full access to Dentsu Academy, LinkedIn Learning, on-site learning sessions

🏝 25 days of vacation + 3 wellness days + 2 volunteer days

🎁 House of Benefit allowance

🍹 Team events: company parties, after hours gatherings, board games and team buildings

🥪 Snacks, fruits, and sweets in the office

🏀Fit Pass special offer for you and your partner/children

☀Rooftop lounge with an amazing view on whole Belgrade

🌇Office in the heart of Belgrade city centre

🏓Table tennis top, video games, karaoke set

💸 Referral bonus program

Merkle do not discriminate against job applicants on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Experience stipulated in this job description serves as a guide only and all applications will be considered on their merits, irrespective of experience.

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