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ServiceNow ITOM Specialist

2 months ago

Hyderabad, Telangana, India Carrier Full time

About the Role

Carrier is seeking an experienced IT professional to serve as a Platform Specialist – ServiceNow ITOM, supporting the company's enterprise-wide IT strategy. This role will focus on maintaining the accuracy, consistency, and completeness of the Configuration Management Database (CMDB), overseeing data governance, and defining the structure of the configuration management system.

Key Responsibilities:

  1. 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.
  2. Work closely with cross-functional teams to gather requirements, prioritize features, and ensure alignment with business needs.
  3. Conduct detailed analysis of business and technical requirements, translating them into actionable user stories, acceptance criteria, and product features.
  4. Own and prioritize the product backlog, ensuring it reflects the most valuable features and enhancements based on input from stakeholders, market trends, and user feedback.
  5. 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.
  6. Develop CMDB health KPIs, drive CDMB data quality, and conduct monthly governance meetings.
  7. Understand service modeling principles, drive application/service onboarding, and act as a subject matter expert.
  8. Monitor key performance indicators (KPIs), gather feedback from users, and conduct regular retrospectives to identify opportunities for continuous improvement and optimization of ITOM solutions.

Requirements:

  1. 8+ years of experience in IT operations, with a focus on IT service management, infrastructure management, or related areas.
  2. 3+ years of experience as a product owner or product manager, with a track record of successfully delivering complex IT solutions.
  3. Strong understanding of IT operations management principles and practices, including discovery, CMDB, event management, CSDM, Service Graph Connectors, and Service Mapping.
  4. Experience working with the ServiceNow platform, particularly in the IT Operations Management (ITOM) module.
  5. Integrations between key applications and ServiceNow ITOM.
  6. Strong analytical and problem-solving skills, with a focus on driving business value through technology solutions.
  7. Certified Scrum Product Owner (CSPO) or similar certification preferred.

Education/Certifications:

  • ServiceNow Application Developer, Administration, and Implementation Specialist Certification.
  • ITIL V4 Certification.
  • Any standard programming language certification.
  • Bachelor's Degree in Computer Science, Management of Information Systems, or related business discipline(s). Master's Degree a plus.

Benefits:

  • Carrier offers competitive benefits programs for all employees, enhancing them when necessary.
  • Health insurance for peace of mind and body.
  • Flexible schedules and leave policy.
  • Professional development opportunities to drive your career forward.
  • Employee Assistance Program to achieve personal goals.

Our Commitment to You:

We strive to provide a great place to work that attracts, develops, and retains the best talent, promoting employee engagement, fostering teamwork, and driving innovation for the benefit of our customers.