ServiceNow ITOM Lead

1 month ago

Bengaluru, India IN19 Alcon Laboratories (India) Pvt Ltd Company Full time
Summary of Position:Senior IT Business Analyst – ServiceNow ITOM will be responsible for leading the strategy, development, and implementation of IT Operations Management solutions within our ServiceNow environment. This individual will collaborate closely with stakeholders, including IT teams, business leaders, and end-users, to understand requirements, define product roadmaps, and prioritize features to optimize IT operations and drive business value.Key Responsibilities:Product Strategy and Roadmap: Develop and maintain a comprehensive product strategy and roadmap for IT Operations Management solutions within the ServiceNow platform, aligning with business objectives and IT goals.Stakeholder Collaboration: Work closely with cross-functional teams, including IT operations, infrastructure, security, and service management, to gather requirements, prioritize features, and ensure alignment with business needs.Requirement Gathering and Analysis: Conduct detailed analysis of business and technical requirements, translating them into actionable user stories, acceptance criteria, and product features.Product Backlog Management: Own and prioritize the product backlog, ensuring that it reflects the most valuable features and enhancements based on input from stakeholders, market trends, and user feedback.Release Planning and Execution: Plan and coordinate releases of ITOM solutions within the ServiceNow platform, working closely with development teams, scrum masters, and other stakeholders to deliver high-quality releases on schedule.CMDB Health Governance: Develop CMDB health KPI’s, drive CDMB data quality working closely with service line owners and conduct monthly governance meetings.Service Modeling: Understand service modeling principles, drive application/service onboarding and act as subject matter expert.Continuous Improvement: Monitor key performance indicators (KPIs), gather feedback from users, and conduct regular retrospectives to identify opportunities for continuous improvement and optimization of ITOM solutions.Discovery: Provide direction and overall governance for Discovery working closely with Discovery team.Event Management: Own Event Management process. Identify opportunities for continuous improvement. Expand the scope of Event Management from Logic Monitor to other monitoring solutions such as Juniper Mist, vCenter and DynatraceKey Requirements/Minimum Qualifications

:Education

:

Bachelor’s degree in Computer Science, Information Technology, or combination of education & experience required.Experience

:7+ years of experience in IT operations, with a focus on IT service management, infrastructure management, or related areas.3+ years of experience as a product owner or product manager, with a track record of successfully delivering complex IT solutions.Strong understanding of IT operations management principles and practices, including but not limited toDiscoveryCMDBEvent ManagementCSDMService Graph ConnectorsService MappingExperience working with the ServiceNow platform, particularly in the IT Operations Management (ITOM) module.Integrations between key applications and ServiceNow ITOMStrong analytical and problem-solving skills, with a focus on driving business value through technology solutions.Understanding of the medical device and/or contact lens industry, working in validated environment covering CSA+, GxP and SOX relevant processes is an advantage. Excellent communication skills, with the ability to effectively engage with stakeholders at all levels of the organization.Strong analytical and problem-solving skills, with a focus on driving business value through technology solutions.Certified Scrum Product Owner (CSPO) or similar certification preferred.ITOM Certified Implementation specialist certification is preferred.LanguageFluent in English - spoken and written. Additional language preferred.Work hours: 1 PM to 10 PM ISTRelocation assistance: YesEmployment Scams:

Alcon is aware of employment scams which make false use of our company name or leader’s names to defraud job seekers. Alcon does not offer any positions without interview and never asks candidates for money. All our current job openings are displayed here on the Careers section of our website, where you can search for open positions and apply directly.If you have encountered a job posting or been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond, send money or personal information, and check our website for current job openings.

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