Teleperformance | Information Technology Service Management Manager | india

4 weeks ago

india Teleperformance Full time

Interested candidates pls send your resume to "Radhika.gupta1@teleperformance.com".


Yrs of Exp: 8+Yrs


Work Location: Remote


Looking for ITSM Lead, ITOM Lead/ CMDB Lead, Sr Service now Developers.


Sr Servicenow Developer:


  • Customize and configure ServiceNow modules including ITSM, CSM or any additional OOTB or custom applications to meet specific business requirements.
  • Configure and maintain integrations between ServiceNow and other systems.
  • Ensure the user experience is highly engaging and intuitive to use.
  • Enhance and extend ServiceNow functionalities through Scripting, Flows, and API.
  • Develop and maintain ServiceNow applications, modules, and dashboards.
  • Create and maintain comprehensive technical documentation for configurations and customizations.
  • Perform day-to-day support, administration, and maintenance of the ServiceNow platform.
  • Collaborate with business analysts and other developers to clarify requirements and identify ways to simplify user experience.
  • Monitor health, usage, and overall compliance with ServiceNow.
  • Perform installation and testing of ServiceNow upgrades and new releases.

Participate in daily standup meetings, regular sprint planning and review meetings.


CSDM Manager:


  • Implement and maintain the ServiceNow CSDM to ensure a standardized set of definitions integrates application and service data across domains.
  • Utilize the CSDM for service reporting and guidelines for service modeling within the ServiceNow CMDB.
  • Ensure that configuration items (CIs) and services are aligned with the business strategy as prescribed by the CSDM.
  • Establish a single data model for enterprise workflows to extend consistency and accuracy across the business.
  • Improve data quality and visibility by adhering to the CSDM, which provides a prescriptive and extensible approach to service modeling.
  • Map relationships between IT components and business services in dynamic environments, overseeing infrastructure, operations, and field service assets to make informed decisions.
  • Experience with ServiceNow’s CSDM, including best practices related to proper data modeling using out-of-the-box (OOTB) tables and relationships.
  • Familiarity with the Service Graph and CMDB modeling guidance as part of the CSDM framework.
  • Proven ability to apply a common service model across all IT management domains, ensuring integration and standardization.
  • Preferred Skills:
  • Ability to leverage the CSDM to increase time-to-value with common data and capabilities for cross-enterprise workflows.
  • Knowledge of how to connect technology assets to business outcomes with the CMDB, utilizing the CSDM for a standardized approach.

Directs, prioritizes and schedules audits of the CMDB and initiates corrective actions to ensure compliance to established baselines

Develop requirements for reports and management information that support Impact Analysis and Configuration compliance

Evaluates key performance indicators (KPIs) against defined critical success factors and initiates corrective actions

Prepares documentation for CI data models, process workflows, and training for all necessary business stakeholders

Perform other related duties as assigned

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