US Citizen
Green Card
H1B Work Permit
Corp-Corp
W2-Permanent
W2-Contract
Contract to Hire
Consulting/Contract
UG :- - Not Required
PG :- - Not Required
No of position :- ( 1 )
Post :- 23rd Jan 2023
Supervises staff and manages employee performance; provides ongoing performance feedback, addresses problems, orients and trains employees, verifies competency and identifies and suggests ways to develop skills; monitors workflow
Develops ITSM performance metrics and performs IT internal audits for continuing improvements
Develops, socializes and trains on policies, standards and procedures for each area of responsibility
Manages and develops the team responsible for the implementation and administration of the ServiceNow platform, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, supporting quality assurance, and performing application upgrades
Serves as the owner for both internal and external ITSM and BCDR audits.
Owns Service Level Agreements and ensure they are met each month by working with all the teams responsible for
Develops and implements enterprise strategy major incident/disaster recovery response.
Establishes standard recovery tiers, including recovery time objective (RTO) and recovery point objective (RPO) for all applications and infrastructure
Develops and facilitates annual DR exercises to test plans for critical/business applications and infrastructure.
Performs annual business impact analysis (BIA)
Collaborates with IS infrastructure leadership to develop recovery strategies and workaround procedures; oversees the implementation across all sites
Works with business operations to promote the adoption, optimization, and improvement of service management solutions in the ServiceNow platform
Collaborates with service owners to determine opportunities to optimize workflows and improve service delivery
Develops strategic plans for current and future utilization of the ServiceNow platform
Serve as ServiceNow ITSM Scrum Master and backup SME
Creates and implements ITSM new hire training for all areas of responsibility
Knowledge, Skills and Abilities:
Excellent verbal and written communication skills
Ability to communicate complex concepts and ideas effectively to all levels within the organization.
Develop, create and deliver presentations to all levels within the HCL and Client organization
Utilize formal project change control process and communicate changes with all stakeholders
Ability to execute with limited information and ambiguity
Ability to meet deadlines
Ability to navigate a matrixed organization effectively
Ability to complete projects in a timely manner with little or no supervision or direction
Ability to communicate at all levels with clarity and precision both written and verbally
Knowledge of Project Management Life Cycle and System Development Life Cycle (SDLC) methodologies. Knowledge of ITIL
Ability to promote team collaboration, strength in persuading and influencing others
Certifications: