Job Title: ServiceNow Lead
Job Location: ChennaiPuneHyderabad
Job Type:Contract
Job Summary:
We are seeking an experienced and resultsdriven ServiceNow Lead to join our IT Service Management (ITSM) team. In this leadership role you will be responsible for overseeing the design implementation and optimization of ServiceNow solutions ensuring the platform aligns with business goals and ITSM best practices. You will lead a team of ServiceNow developers and work closely with key stakeholders to deliver highquality scalable solutions on the ServiceNow platform.
Mandatory Requirements:
- Strong expertise in ITSM (IT Service Management) processes and best practices.
- Proven experience in managing and leading ServiceNow implementations and configurations with handson experience in ITSM modules like Incident Management Change Management Problem Management and Service Catalog.
- Indepth knowledge of the ServiceNow platform including customization development and administration.
- Ability to translate business requirements into technical solutions and ensure optimal platform performance.
Additional Mandatory Experience (Experience in at least 1 of the Following Modules):
- HAM (Hardware Asset Management): Experience with the implementation and management of Hardware Asset Management processes within ServiceNow including asset lifecycle management tracking and reporting.
- SAM (Software Asset Management): Expertise in configuring and managing Software Asset Management processes in ServiceNow including license management software compliance and optimization.
- CMDB (Configuration Management Database): Strong experience in CMDB design management and integration with ITSM processes ensuring proper configuration and relationship mapping for Configuration Items (CIs).
- Discovery: Experience in deploying and managing ServiceNow Discovery to automate the identification and tracking of IT assets and configurations within the network.
- Integrations: Expertise in integrating ServiceNow with thirdparty applications and enterprise systems (e.g. ERP monitoring systems etc. using integration tools like REST SOAP and MID Server.
- Epro (Enterprise Procurement): Understanding of Enterprise Procurement processes and integration with ServiceNow to enhance the procurement of IT assets and services.
- CSM (Customer Service Management): Experience with implementing and customizing the Customer Service Management module to improve customer experience and optimize service delivery.
Key Responsibilities:
- Lead and manage the endtoend implementation and configuration of ServiceNow ITSM solutions.
- Oversee the daytoday activities of the ServiceNow development and administration teams ensuring alignment with project goals and timelines.
- Work closely with stakeholders to define business requirements and translate them into ServiceNow solutions that enhance IT service management processes.
- Design and implement ServiceNow workflows automation and integrations to streamline business operations.
- Ensure the successful integration of ServiceNow with thirdparty systems and tools managing data flow and business logic.
- Develop and maintain best practices for ServiceNow configuration customization and coding standards.
- Monitor the health and performance of the ServiceNow platform and lead troubleshooting and issue resolution efforts.
- Provide strategic direction for ServiceNow platform enhancements upgrades and continuous improvement initiatives.
- Mentor and guide junior ServiceNow developers fostering a collaborative and highperforming team environment.
- Create and maintain technical documentation including design specifications process flows and configuration details.
Qualifications:
- Bachelor s degree in Computer Science Information Technology or related field (preferred).
- 5 years of handson experience in ServiceNow development administration and configuration with at least 2 years in a leadership role.
- Strong experience in at least one of the following modules: HAM SAM CMDB Discovery Integrations Epro or CSM.
- ServiceNow Certified Application Developer or equivalent certifications are strongly preferred.
- Indepth understanding of ITIL processes and ITSM best practices.
- Strong leadership communication and interpersonal skills to collaborate effectively with both technical teams and business stakeholders.
- Expertise in ServiceNow scripting (e.g. Business Rules Script Includes UI Actions and Client Scripts).
- Experience with ServiceNow integrations using REST SOAP and MID Server.
- Strong problemsolving skills with the ability to address complex technical issues.
Preferred Skills:
- Knowledge of Agile methodologies and experience working in Agile teams.
- Experience with ServiceNows security and access controls including rolebased access and ACLs.
- Familiarity with ServiceNow reporting dashboards and performance analytics.
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