Administrator ServiceNow

Role -LEAD ADMINISTRATOR SERVICENOW - IT Service Management
Experience: 5-8 Years .
Notice period: Immediate to 30 days

Location - PAN India
Key Responsibilities
ServiceNow Development

• Design, develop, and configure solutions within the ServiceNow platform, including workflows, catalog items, integrations, and custom applications.
• Collaborate with stakeholders to gather requirements and translate them into technical specifications.
• Develop customizations using scripting (JavaScript, AngularJS, etc.), UI Policies, Business Rules, and Client Scripts.
• Build and maintain integrations between ServiceNow and other systems using APIs, MID Servers, and integration tools.
• Conduct unit testing and support user acceptance testing to ensure quality deliverables.

BAU Support

• Monitor and manage the ServiceNow platform's daily operations to ensure consistent performance.
• Resolve incidents, service requests, and change requests related to ServiceNow, adhering to SLAs.
• Perform root cause analysis for recurring issues and implement long-term fixes.
• Create and maintain system documentation, knowledge base articles, and training materials.
• Manage ServiceNow version upgrades, patches, and system maintenance activities.
• Identify opportunities for automation and implement improvements to streamline BAU processes.
• Technical Skills:
• Proficiency in JavaScript, Glide, AngularJS, and other ServiceNow scripting languages.
• Knowledge of ServiceNow integrations (e.g., REST, SOAP APIs).
• Experience with configuration management, workflows, and reporting in ServiceNow.
• Familiarity with ServiceNow upgrade and patch management processes.
• Soft Skills:
• Strong analytical and problem-solving abilities.
• Excellent communication and collaboration skills to work with technical and non-technical stakeholders.
• Ability to prioritize tasks and manage multiple responsibilities efficiently.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or other relevant certifications.
• Experience with ITIL processes and frameworks.
• Exposure to additional ServiceNow modules, such as SecOps or CSM

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Do

• Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)

• Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution

• Conduct technology capacity planning by reviewing the current and future requirements
• Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable

• Strategize & implement disaster recovery plans and create and implement backup and recovery plans

• Manage the day-to-day operations of the tower

• Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.

• Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
• Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
• Develop shift roster for the team to ensure no disruption in the tower
• Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
• Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
• Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

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Team Management

• Resourcing

• Forecast talent requirements as per the current and future business needs

• Hire adequate and right resources for the team

• Train direct reportees to make right recruitment and selection decisions

• Talent Management

• Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability & effectiveness

• Build an internal talent pool of HiPos and ensure their career progression within the organization

• Promote diversity in leadership positions

• Performance Management

• Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.

• Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below

• Employee Satisfaction and Engagement

• Lead and drive engagement initiatives for the team

• Track team satisfaction scores and identify initiatives to build engagement within the team
• Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
• Exercise employee recognition and appreciation

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Mandatory Skills: ServiceNow - IT Service Management .