Roles and Responsibilities

• Design and ensure robust implementation of the ServiceNow platform and application modules, including ITSM, ITOM, CMDB, SAM, Service Portal, SecOps, GRC, HRSD etc.
• Provide technical guidance, expertise, and knowledge to customers as well as to the team; ensure positive/healthy customer relationships.
• Support requirements gathering workshops to provide technical guidance and assist with capturing all business, functional, and technical requirements necessary to design and implement the solution. Prepare necessary flow diagrams & other artifacts to help promote a common understanding.
• Make informed recommendations on the most appropriate, efficient, and cost-effective solution based on the customer requirements and the statement of work by doing thorough research, industry practices, and platform outlook.
• Identify the overall scope, solution approach, business dependencies, and work with PMs on a high-level execution plan and support in identifying required skills and ROM efforts.
• Design data models and architecture required to implement solutions using technology-specific best practices and standards.
• Define and/or refine agile User Stories to accurately document with the appropriate level of technical detail for a developer to implement.
• Provide technical guidance and serve as an escalation point for the development team.
• Provide leadership in prioritizing and streamlining development and support activities.
• Support and coordinate the scheduling and execution of releases, product upgrades, and new technology deployments.
• Produces and maintains detailed system documentation, including design specs, maintenance, troubleshooting, deployment, best practices, checklists etc.
• Proactively maintain knowledge and understanding of the latest ServiceNow features and product offerings.
• Ensure the overall health, availability & reliability of the platform.
• Be an effective team player in mentoring team members and grooming junior staff.

Required Qualifications

• Overall, 8-10 years of experience with 5-7 years of work experience in ServiceNow Administration, Implementation, and Development.
  
• Strong knowledge of the ServiceNow platform and products with expertise in design, development, and overall ServiceNow best practices.
  
• Experience in implementing & maintaining ServiceNow ITSM (Request, Incident, Problem, Knowledge, Change, Asset, CMDB, Service Catalog, Service Portal Configuration, Performance Analytics, Virtual Agent etc.)
  
• Expert-level knowledge of ServiceNow ITOM (Software/Hardware Discovery, Service Mapping, Event Management, Orchestration, Operational Intelligence, Cloud Management and Release Automation), including Mid-Server build, configuration & operations.
  
• Hands-on experience in working with different APIs, integrations with 3rd party products/systems.
  
• Hands-on experience with HTML 5, CSS 3, AngularJS, Bootstrap, JQuery, AJAX, JavaScript, etc.
  
• Experience in effective validation/test automation practices (ATF and/or Selenium, etc.)
  
• Experience with scoped applications.
  
• Experience in Complex administration/integrations.
  
• ITIL & Relevant ServiceNow Certifications as a way of continuous learning.
  
• Preferred prior experience or knowledge in working with Web, J2EE, or .NET applications.
  
• Prior experience in Agile development methodology.
  
• Prior experience with distributed teams across different time zones. (preferred)
  
• Excellent verbal and written communication skills.
  
• Strong attention to detail, ability to multitask, and time management skills.

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