Servicenow Lead

3 weeks ago

NCR, India Tanisha Systems Full time

Must have skills - ITOM/ CMDB
Job Description:

Leads ServiceNow administration across modules like ITSM, HRSD, and FSM. Coordinates platform transitions, automations, stakeholder alignment, and metrics reporting.

Tools: ITSM, HRSD, ITOM, ITAM, CMDB, Workplace Service Delivery, Field Service, Flow Designer, EC Pro

Key Responsibilities:

  • Lead ServiceNow KT, system audits, and configuration governance.
  • Design and optimize catalog items, forms, and access roles.
  • Partner with HR, Facilities, and IT on cross-functional workflows.
  • Identify automation gaps and streamline service delivery.
  • Track module usage, ticket SLAs, and workflow effectiveness.
  • Ensure platform readiness for audits and stakeholder updates.
  • Liaise with vendors for support and roadmap planning.

Qualifications:

  • 7+ years administering the ServiceNow platform across ITSM, ITAM, ITOM, CMDB, HRSD, FSM, Workplace Delivery, and EC Pro.
  • Deep knowledge of ServiceNow 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 platforms, facilities systems).
  • Skilled in metrics setup: ticket volumes, deflection rates, module usage, and SLA performance.
  • Demonstrated experience leading ServiceNow instance upgrades, patch management, and clone processes.
  • Familiarity with domain separation, scoped apps, data import/export sets, and UI policies.
  • Strong in stakeholder engagement: collaborating with HR, IT, and Facilities to define and streamline service workflows.
  • Proven track record in preparing for audits, managing compliance documentation, and training L1/L2 teams.

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