Principal Lead-ServiceNow ITSM

7 days ago

Hyderabad, Telangana, India Zensar Full time

We are seeking an experienced and driven ServiceNow ITSM Product Owner with specialized expertise in IT Service Management (ITSM) module. The Ideal candidate will play a pivotal role in driving the strategic direction, configuration, and continuous improvement of the ServiceNow platform, will be responsible for leading the strategy, roadmap, and execution of our ServiceNow ITSM platform. This role will collaborate closely with stakeholders across IT, business units, and external partners to deliver scalable, user-centric solutions that align with our enterprise service management goals.

* Description for Internal Candidates

Key Responsibilities

Strategic Planning:

  • Collaborate with key stakeholders to understand business objectives and translate them into ServiceNow platform initiatives.

  • Develop and maintain a roadmap for the ITSM, ensuring alignment with organizational goals and industry best practices.

Module Configuration and Customization:

  • Lead the design and implementation of ITSM, including configuration, customization, and integration with other systems.

  • Stay abreast of ServiceNow updates and new features to leverage the latest capabilities for improved efficiency and user experience.

User Story Definition and Prioritization:

  • Work closely with business units to gather requirements and define user stories for enhancements and new features.

  • Prioritize backlog items based on business value, strategic goals, and user needs.

Cross-functional Collaboration:

  • Collaborate with cross-functional teams, including IT, HR, and other business units, to ensure the ServiceNow platform meets diverse needs.

  • Function as a liaison between technical teams and end-users to facilitate effective communication and understanding.

Change Management:

  • Implement effective change management strategies to ensure smooth adoption of new features and processes.

  • Provide training and documentation for end-users to maximize platform utilization.

Release Planning and Execution:

  • Plan and manage product releases, coordinating with development, testing, and deployment teams.

  • Monitor release progress and resolve any roadblocks or issues that arise during implementation.

  • User Acceptance Testing (UAT):

  • Define clear acceptance criteria for user stories and work closely with ServiceNow teams to ensure comprehensive testing.

  • Coordinate and support user acceptance testing, gathering feedback and ensuring the solution meets business needs.

Continuous Improvement:

  • Proactively identify opportunities for process improvements, user experience enhancements, and efficiency gains.

  • Stay up to date with ServiceNow platform capabilities and industry best practices.

  • Stakeholder Engagement and Communication:

  • Communicate project statuses, updates, and progress to stakeholders at various levels of the organization.

  • Address questions, concerns, and feedback to ensure alignment and transparency.

Vendor Management:

  • Manage relationships with ServiceNow vendors and stay informed about platform updates, releases, and best practices.

  • Evaluate and recommend third-party applications or integrations to enhance the platform.

Responsibilities for Internal Candidates

Qualifications for Internal Candidates

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