Servicenow Lead-5-9Yr-hybrid-MNC

4 hours ago

Chennai, Tamil Nadu, India Cortex Consultants Full time ₹ 12,00,000 - ₹ 24,00,000 per year
Job Title: ServiceNow Lead Job Location: Chennai,Pune,Hyderabad Job Type:Contract Job Summary: We are seeking an experienced and results-driven ServiceNow Lead to join our IT Service Management (ITSM) team. In this leadership role, you will be responsible for overseeing the design, implementation, and optimization of ServiceNow solutions, ensuring the platform aligns with business goals and ITSM best practices. You will lead a team of ServiceNow developers and work closely with key stakeholders to deliver high-quality, scalable solutions on the ServiceNow platform. Mandatory Requirements:
  • Strong expertise in ITSM (IT Service Management) processes and best practices.
  • Proven experience in managing and leading ServiceNow implementations and configurations, with hands-on experience in ITSM modules like Incident Management, Change Management, Problem Management, and Service Catalog.
  • In-depth knowledge of the ServiceNow platform, including customization, development, and administration.
  • Ability to translate business requirements into technical solutions and ensure optimal platform performance.
Additional Mandatory Experience (Experience in at least 1 of the Following Modules):
  • HAM (Hardware Asset Management): Experience with the implementation and management of Hardware Asset Management processes within ServiceNow, including asset lifecycle management, tracking, and reporting.
  • SAM (Software Asset Management): Expertise in configuring and managing Software Asset Management processes in ServiceNow, including license management, software compliance, and optimization.
  • CMDB (Configuration Management Database): Strong experience in CMDB design, management, and integration with ITSM processes, ensuring proper configuration and relationship mapping for Configuration Items (CIs).
  • Discovery: Experience in deploying and managing ServiceNow Discovery to automate the identification and tracking of IT assets and configurations within the network.
  • Integrations: Expertise in integrating ServiceNow with third-party applications and enterprise systems (e.g., ERP, monitoring systems, etc.) using integration tools like REST, SOAP, and MID Server.
  • Epro (Enterprise Procurement): Understanding of Enterprise Procurement processes and integration with ServiceNow to enhance the procurement of IT assets and services.
  • CSM (Customer Service Management): Experience with implementing and customizing the Customer Service Management module to improve customer experience and optimize service delivery.
Key Responsibilities:
  • Lead and manage the end-to-end implementation and configuration of ServiceNow ITSM solutions.
  • Oversee the day-to-day activities of the ServiceNow development and administration teams, ensuring alignment with project goals and timelines.
  • Work closely with stakeholders to define business requirements and translate them into ServiceNow solutions that enhance IT service management processes.
  • Design and implement ServiceNow workflows, automation, and integrations to streamline business operations.
  • Ensure the successful integration of ServiceNow with third-party systems and tools, managing data flow and business logic.
  • Develop and maintain best practices for ServiceNow configuration, customization, and coding standards.
  • Monitor the health and performance of the ServiceNow platform and lead troubleshooting and issue resolution efforts.
  • Provide strategic direction for ServiceNow platform enhancements, upgrades, and continuous improvement initiatives.
  • Mentor and guide junior ServiceNow developers, fostering a collaborative and high-performing team environment.
  • Create and maintain technical documentation, including design specifications, process flows, and configuration details.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
  • 5+ years of hands-on experience in ServiceNow development, administration, and configuration, with at least 2 years in a leadership role.
  • Strong experience in at least one of the following modules: HAM, SAM, CMDB, Discovery, Integrations, Epro, or CSM.
  • ServiceNow Certified Application Developer or equivalent certifications are strongly preferred.
  • In-depth understanding of ITIL processes and ITSM best practices.
  • Strong leadership, communication, and interpersonal skills to collaborate effectively with both technical teams and business stakeholders.
  • Expertise in ServiceNow scripting (e.g., Business Rules, Script Includes, UI Actions, and Client Scripts).
  • Experience with ServiceNow integrations using REST, SOAP, and MID Server.
  • Strong problem-solving skills with the ability to address complex technical issues.
Preferred Skills:
  • Knowledge of Agile methodologies and experience working in Agile teams.
  • Experience with ServiceNow's security and access controls, including role-based access and ACLs.
  • Familiarity with ServiceNow reporting, dashboards, and performance analytics.

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