Prepare a detailed charter for configuring and customizing the ServiceNow platform to meet business requirements and align with Onshore/Offshore processes of the Client.
Excellent Exposure of ServiceNow best practices and security standards.
Coordinate the Plan including all required configurations and customizations and get validations done by business owners.
Work with ServiceNow Offshore team, including platform configuration, maintenance, troubleshooting, and reporting along with all other Knowledge Sharing Activities.
Conduct Trainings for Offshore team to be able to independently manage ServiceNow administration.
Coordinate and Document process for managing ServiceNow incidents and problems, including escalation paths and resolution workflows.
Coordinate the Process Design and Approval including all required Documentations of Process and Procedures and get the validations done by business owners.
Work on the plan for ongoing platform maintenance, including patch management, updates, and system health checks along with all stakeholders and offshore team.
Ensures minimal service disruption and aligns with business requirements while.
Coordinate User Access Maintenance by Setup and configuration of user roles and permissions for the Offshore team in the ServiceNow platform.
Ensure Compliance with organizational security policies.
Review and validate ServiceNow configurations and processes after the transition, ensuring everything is functioning as intended.
Ensure Quality by reducing unresolved issues or discrepancies in configuration.
Ensure Compliance to all deliverables by meeting the agreed timelines.
Coordinate the review and approval process by key stakeholders (Onshore/Offshore team leads, IT leadership) for all deliverables.
Ensure All deliverables meet predefined quality standards, as measured through peer reviews, testing, or validation.