ServiceNow Technical Lead

Desired Competencies (Technical/Behavioral Competency)

Must-Have Technical Comptency Experience as a Technical Lead Experienced in ITIL Process Definition Integration Solutions understanding Architecture solution Understanding customer business requirements and convert to functional requirements Responsible for reviewing requirements for accurate estimation Experienced in leading at least a couple of Implementation projects in ITSM area and one complete Implementation lifecycle for ServiceNow Expertise ServiceNow deployments ITSM migrations conslidations upgrades integration with other third party tools Orchestration operational activities Project Management expertise Review and do proactive analyze and resolve application issues as needed Mentor and share technical knowledge/guidance to team Very good ITIL process knowledge and ability to evaluate and bring out the correlations and impacts with respect to customer requirements and ITIL / industry standards Must be certified with ServiceNow Systems Administrator ServiceNow Implementation Specilist and ITIL V3 foundation Should possess good knowledge in Agile/Scrum methodology Behavioral competency Handles customer meetings and provide weekly/monthly reports for customer as well as management Good communication in orchestrating customer requirements/needs solutions customer responsibilities risks challenges and impacts Excellent team management skills to manage the project team and members Participate and provide feedback during planning meetings (i.e. pre-iteration and retrospectives)

Good-to-Have Experience in ServiceNow custom application design and development Evaluate the tool stability and performance and provide recommendations Knowledge on new servicenow modules ( HRSD SecOps GRC CSM ITBM Etc..) Preferred to have ServiceNow Implementation Specialist certification Abilities to manage conflicts that may arise with customers and/or internal stakeholders

Responsibility of / Expectations from the Role

Understand Architecture Solution for the implementation or Maintenance of ServiceNow platform

Work with Architect and customers for the technical requirements document them play back and

baseline

Develop a design aligned with the Architecture (if applicable) and technical requirements

Lead a team of ServiceNow developers web designers integration SMEs and QA analysts to build and

deploy the applications meeting the customer requirements

Perform Sprint activities (if agile) with the customer and the team:

Develop User stories from the requirements

Estimate effort Work with the product sponsor to prioritize the user stores

Do sprint planning

Assign sprint activities to the team

Advise Best Practices and provide technical solutions and/or workaround for the issues/requirements

Track and share the status of sprint / user stories with the Project Manager

Identify and manage risks and challenges

Ensure the quality deployment of the product as per the design

Ensure the security resilience of the components as per the design

Evaluate and identify the opportunities for continuous improvement in Delivery and/or in Design