ServiceNow Operation Lead

Roles and Responsibilities

• This role requires close partnership and collaboration with other Business Stakeholders and Subject Matter Experts. Essential Job Duties include working on complex ServiceNow deployments including Incident, Problem, Change, Service Catalogue, Knowledge, VR, CMDB,GRC,ITBM modules and integrations aligned to Industry best practices and translating functional & technical requirements into implementation work package. Should be able to interact with the different architecture, platforms, application and infrastructure teams to understand and design the solution
• Ensure technical deliverables to customers are complete, consistent, high quality, on time and deliver valued outcomes
• Achieve ITSM Practice as well as individual KPIs and Metrics as defined.
• Mentor resources in implementation methodology, configuration and best practices for the ServiceNow Platform.
• Development of required system integration components (REST, SSO, LDAP, etc).
• Collaborate and contribute to the creation, deployment and maintenance of Technical Best Practices and Standards
• Provide portfolio-level, strategic oversight for the design, development, modification, and implementation of mid- and long-term solutions within the ServiceNow platform to solve the most complex business and technical issues
• Make high-level design choices and recommend solutions that align architecture to strategic plans.
• Provides expertise and leadership in ServiceNow platform and integration design to meet business requirements.
• Creating statements of work with specific, granular delivery steps in alignment with scope of work.
• Responsible for managing scope of work, insuring contractual deliverables and managing change orders for assigned projects.
• Provide customers with ServiceNow roadmaps that align with their business strategy
• Provide technical and architectural guidance, support and training for other team members.
• Coach and mentor
• Provide presentations and demonstrations of ServiceNow functionality and roadmap.
• Must Have
• 5 + years of ServiceNow and Service management exp
• Advanced experience in configuring/implementing/developing ServiceNow functionality across ServiceNow modules (cross-platform)
• Deep knowledge of ServiceNow architecture and concepts
• Experience working in an agile environment utilizing Story/Defect methodology including writing agile stories for ServiceNow development and testing.
• Experience designing business functions, processes and information flow within ServiceNow or between ServiceNow and other business systems using SOAP and REST API
• Advanced ability to provide guidance on programming practices and techniques to individuals and cross-functional teams
• Experience implementing ServiceNow upgrades and patches, knowledge of ServiceNow upgrade and patching process
• Experience managing ServiceNow code changes in update sets and promoting and applying update sets across instances
• Experience with JavaScript and Angular JS
• Expertise in ServiceNow Development and Administration techniques
• Experience implementing integrations of ServiceNow to external systems with knowledge of common integration techniques