ServiceNow Technical Lead

Description:

Responsibilities:

• Provide necessary guidance to ServiceNow resources, on Implementation, Integration, Data transfer, Support and Development including enhancement requests
• Develop/administer technical solutions on the ServiceNow platform to satisfy the business needs of the IT department and beyond.
• Guide the team in having the right level of details in the design artifacts.
• Review the design and code to ensure it aligns to customer expectation and follows industry standards
• Good practice web programming techniques to configure robust solutions utilizing the ServiceNow platform while making informed recommendations to process users.
• Apply innovative technology to business processes in order to develop new solutions and troubleshoot issues
• Consult with business analyst/Process Leaders to develop appropriate technical solutions in ServiceNow
• Follow up on outstanding development needs and provides timely status reports to the project manager
• Advise on options, risk and impacts on business/ITIL processes
• Communicate technical problems and solutions to both technical and non-technical audiences

Experience:

• 10 to 12 years experienced in administration/implementation/configuration of an ITSM, ITOM solution in medium to large organization
• 7 to 10 years experience in administration/implementation/configuration of ServiceNow in the areas of ITxM (ITSM, ITOM Discovery, ITAM)
• Experienced in ITIL Process Definition, Integration Solutions, Mid server configurations, Converting Business Requirements into Technical Solutions
• Must have experience in integrating ServiceNow with other 3rd party systems or inhouse tool developed by customer's in house team.
• Lead at least a couple of Implementation projects in different ServiceNow core modules and 1 complete Implementation lifecycle for ServiceNow
• Experience in supporting production system
• Liaise with end users to address their queries swiftly.
• Must be able to document the work done and create handover document to service management team
• Must be hands on in ITSM and ITOM.
• Adept in creating reports as per the requirement. Performance analytics included.
• Certifications - Certified application developer, Certified implementation specialist - ITSM.

Skills Overview:

• ServiceNow platform implementation, development, support, enhancement
• ServiceNow Discovery Configuration, Run Book Automation preferred
• Knowledge of web based development languages; specifically JavaScript, Ajax, HTML, CSS
• Strong customer service and excellent verbal/written communication
• Excellent attention to details, ability to multitask, and effective time management skills
• Understand full ITSM application lifecycle
• ITIL certified desired

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