ServiceNow Lead

4 weeks ago

Delhi, Delhi, India Akshaya IT Business solutions Full time

Job Title : ServiceNow Lead

Overview :

We are seeking an experienced ServiceNow Lead to oversee administration across ITSM, HRSD, FSM, and other ServiceNow modules. The role involves leading platform transitions, automations, stakeholder alignment, and metrics reporting to ensure efficient and scalable service delivery.

Key Responsibilities :

- Lead knowledge transfer (KT) sessions, system audits, and enforce configuration governance.

- Design, configure, and optimize catalog items, forms, and access roles.

- Partner with HR, Facilities, and IT teams to define and streamline cross-functional workflows.

- Identify automation opportunities and implement solutions to enhance service delivery.

- Track module usage, ticket SLAs, workflow effectiveness, and other key performance metrics.

- Ensure the platform is audit-ready and capable of supporting stakeholder reporting.

- Collaborate with vendors to support platform maintenance and roadmap planning.

Required Skills & Qualifications :

Tools & Platforms : ITSM, HRSD, Workplace Service Delivery, Field Service, Flow Designer, EC Pro.

Experience : 8+ years administering ServiceNow across ITSM, HRSD, FSM, Workplace Delivery, and EC Pro.

- Strong expertise in Flow Designer, business rules, client/server scripts, and ACLs.

- Proficient in creating and managing catalog items, approval workflows, dynamic forms, and SLAs.

- Experience integrating ServiceNow with third-party systems (e.g., identity management, facilities systems).

- Skilled in metrics setup : ticket volumes, deflection rates, module usage, and SLA performance.

- Demonstrated experience in instance upgrades, patch management, and clone processes.

- Familiarity with domain separation, scoped applications, data import/export sets, and UI policies.

- Strong stakeholder engagement skills with HR, IT, and Facilities to optimize workflows.

- Proven track record in audit preparation, compliance documentation, and L1/L2 team training.

(ref:hirist.tech)

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