itsm

Development Expertise on ITSM Modules like Incident Problem Change CMDB SLM SLA Service Catalog Request Knowledge Now Mobile Mobile Agent Virtual agent Predictive intelligence Performance Analytic Surveys and Assessments etc

Expertise on integration web services like RESTSOAP with third party tools

Experience on building custom service portal

Responsible for Solution Building and Team Management

Lead the ITSM Pro instance configuration and development including major releases and routine changes new applications or services and configuration adjustments

Implement automation innovation on ITSM applications and modules

Implement the configuration of new applications or suites during planning requirement gathering design development documentation and rollout phases

Assesses architecture and current system limitations define and design system specifications and evaluates input output processes and working parameters for hardware software compatibility

Proven experience in leading development teams in implementing and or supporting Service Now in a large business environment

Experience in system development and or delivering solutions within largescale IT services

Demonstrated experience in identifying complex problems reviewing information to develop and evaluate options then implementing solutions

Must have experience with multiple ServiceNow implementations and have developed custom applications

Manages support for SLA based incidents requests

Zero SLA failure for incidents requests

Sprint planning and execution for requests

Bug Fix planning and execution to fix critical high priority incidents

Leading and managing team of developers and ensure delivery of incidents request without SLA failure

Identify and develop ways to improve the functionality configured in customer environment

Conduct daily standup meetings regular sprint planning review meetings and requirement gatherings session with users

Communicate effectively with clients to identify needs and evaluate alternative business solutions

Continually seek opportunities to increase customer satisfaction and deepen client relationships

Manage client expectations effectively

Develop clear and concise technicalprocess documentation

Strong collaboration with stakeholders including internal customers stakeholders and vendors to understand challenges and gain consensus on improved system and operational solutions

Technical and Industry Experience

Industry and project experience of 10 years with ServiceNow

At least 8 years experience in designing and implementing the ServiceNow ITSM module

Experience working in an IT Service Management ITIL Agile DevOps environment

Excellent Knowledge of webbased development languages specifically JavaScript Ajax HTML CSS and ServiceNow APIs Web Services

Expertise in ServiceNow Coding java script business rules client scripts UI Policies etc

Expertise on ServiceNow ITSM in ServiceNow

Expertise on RESTSOAP based integrations

Good Knowledge on building custom portal

Knowledge on ServiceNow CMDB

Sound knowledge of industry standards and methodologies

Strong analytical skills communication and presentation skills

Prior experience of working with globally dispersed virtual teams across a number of disciplines

Strong interpersonal skills with a collaboration mindset both within and outside the immediate team

Creative and solution oriented

Willing to take on new challenges and drive them to completion

Certifications Preferred

oServiceNow Certified System Administrator CSA

oServiceNow Certified Application Developer CAD

oServiceNow Certified Implementation Specialist ITSM CISITSM

oITIL v34 Foundation