Advanced ServiceNow Solution Architect

Job Title: ServiceNow Technical Lead

Location – Remote

Work Timings: 3 pm to 11 PM IST

Note - Need Immediate Joiners Only

Require:

• 5+ Years of Experience Working with the ServiceNow Platform (ITSM, ITOM, HR, or Other Modules).
• 2+ Years in a Leadership or Team Lead Role, Managing Technical Teams.
• Proven Experience in Customer-Facing Roles, with Strong Communication Skills.
• Certifications: ServiceNow Certified System Administrator (Required); Additional Certifications like Certified Implementation Specialist or Certified Application Developer (Preferred).
• Technical Skills:
• Proficiency in ServiceNow Configuration, Customization, and Administration (E.g., Workflows, Scripting, Integrations).
• Familiarity with ITIL Processes (E.G., Incident, Problem, Change Management).
• Knowledge of JavaScript, HTML, CSS, and REST/SOAP APIs.
• Soft Skills:
• Strong Leadership and Team Management Abilities.
• Excellent Verbal and Written Communication Skills for Engaging with Customers and Stakeholders.
• Problem-Solving Mindset with the Ability to Prioritize and Multitask in a Fast-Paced Environment.
• Preferred: Experience with Agile/Scrum Methodologies and Project Management Tools (E.G., Jira, ServiceNow Agile Development).

Job Description

The ServiceNow Technical Lead will oversee a team of ServiceNow Professionals, managing incoming work, assigning tasks, and serving as the primary point of contact for customers to ensure their needs are met. This role requires a blend of technical expertise, leadership skills, and customer-facing communication to deliver high-quality solutions on the ServiceNow platform.

Key Responsibilities

• Work Management: Prioritize, Organize, and Manage Incoming ServiceNow-Related Tasks, Including Incident Resolution, Service Requests, and Platform Enhancements, Ensuring Timely Delivery.
• Task Assignment: Allocate Tasks to Team Members Based on Skillsets, Workload, and Project Requirements to Optimize Team Performance and Meet Deadlines.
• Customer Engagement: Act as the Primary Liaison with Customers, Gathering and Clarifying Requirements, Providing Updates on Project Progress, and Ensuring Customer Satisfaction.
• Team Leadership: Mentor and Guide Team Members, Fostering a Collaborative Environment, Providing Technical Guidance, and Supporting Professional Development.
• ServiceNow Expertise: Oversee the Design, Development, and Implementation of ServiceNow Solutions, Ensuring Alignment with Best Practices and Business Objectives.
• Process Improvement: Identify Opportunities to Optimize Workflows, Automate Processes, and Enhance ServiceNow Platform Functionality.
• Reporting and Metrics: Track Team Performance, Monitor KPIs, and Provide Regular Reports to Stakeholders on Project Status, Team Productivity, and Service Delivery.
• Issue Resolution: Escalate and Resolve Complex Technical or Customer Issues, Ensuring Minimal Disruption to Service Delivery.
• Collaboration: Work Closely with Cross-Functional Teams, Including IT, Project Management, and Business Units, to Align ServiceNow Solutions with Organizational Goals.

Qualifications

Education: Bachelor's Degree in Computer Science, Information Technology, or a Related Field (Or Equivalent Experience).

• Experience:
• 5+ Years of Experience Working with the ServiceNow Platform (ITSM, ITOM, HR, or Other Modules).
• 2+ Years in a Leadership or Team Lead Role, Managing Technical Teams.
• Proven Experience in Customer-Facing Roles, with Strong Communication Skills.
• Certifications: ServiceNow Certified System Administrator (Required); Additional Certifications like Certified Implementation Specialist or Certified Application Developer (Preferred).
• Technical Skills:
• Proficiency in ServiceNow Configuration, Customization, and Administration (E.G., Workflows, Scripting, Integrations).
• Familiarity with ITIL Processes (E.G., Incident, Problem, Change Management).
• Knowledge of JavaScript, HTML, CSS, and REST/SOAP APIs.
• Soft Skills:
• Strong Leadership and Team Management Abilities.
• Excellent Verbal and Written Communication Skills for Engaging with Customers and Stakeholders.
• Problem-Solving Mindset with the Ability to Prioritize and Multitask in a Fast-Paced Environment.
• Preferred: Experience with Agile/Scrum Methodologies and Project Management Tools (E.G., Jira, ServiceNow Agile Development).