Lead & participate in Service Now infrastructure upgrades, migration, configuration, support and maintenance.
- Participate in Scrum methodology.
- Primary products used which require expert knowledge of ServiceNow, with the proven record of accomplishment in creating scoped application and portal customisations within the application.
- Knowledge of Integration Hub and API integrations with ServiceNow.
- Build technical plans and manages the upgrade.
- Acts as a Subject Matter Expert for ServiceNow related technical escalations internally and with Vendor.
- Support Fulfillment teams in the trouble shooting of major incidents \ challenging cases to include joining crisis call and working with teams and vendors for resolution.
- Strict mandatory adherence to internal process to support the service, including change management, and incident management policy.
- Perform pro-active analysis on day-to-day work to obtain automation on deliveries thereby reducing repetitive and standardized tasks/processes. Automate processes wherever possible/feasible.
- Take the lead with new initiatives (ServiceNow upgrade, process simplification etc.)
- Take lead to drive internal teams for new initiatives related to ServiceNow .
- Take ownership of technical deliverables and handle technical engineering escalations for the team.
- Conduct relevant Knowledge Sharing & Training sessions in English to develop skills of junior team members. Provide guidance to team members on day-to-day basis as required.
- Ensure appropriate document creation and maintenance to a high standard.
Qualifications
Knowledge, Experience & Qualifications.
- 8+ years of experience in software development with at least 5 year of experience working on ServiceNow application development.
- Must have good exposure to Agile Scrum practices and methodology
- ServiceNow certification (CSA,CIS)
- Strong Core Java development, Angular JS experience
- Demonstrated experience designing and developing process-based solutions
- Demonstrated experience documenting user case processes and BPM workflows
- Ability to transform Business Requirement into Business Process,
- End to End experience of ServiceNow -based application design and implementation
- Well versed with class hierarchy, Update set set hierarchy, data layer, flows, UI Action /policy, deployment, Integration, SOAP Service implementation in ServiceNow, Integration
- Excellent verbal, active listening, and written communications skills along with demonstrated facilitation skills
- Proven analytical and problem-solving skills
- Effective and clear communication skills (written, oral and listening), with ability to describe complex technical scenarios in a concise manner depending on the audience.
- Proven ability to work across geographies and time zones with a variety of teams.
- Experience of working in a high-pressure environment, handling critical systems incidents or problems, and dealing with global stakeholders across multiple functions.
- Strong sense of ownership & urgency, ability to prioritize, attention to detail, flexibility, sense of vigilance & adherence to all compliance procedures & policies.
- Ability to motivate & influence people to meet desired project deliverables.
- Strong multi-tasking, multi-roles & time management skills.
- Knowledge of Service management techniques including incident, problem, change, release managementRoles and Responsibilities
Desired Candidate Profile
Perks and Benefits