Lead ServiceNow Developer/Admin

Job Description :

- Design, develop, and configure ServiceNow applications, modules, and custom solutions across ITSM, ITOM, CSM, OMT, Custom/Scoped Applications and other business areas.

- Develop scripts, business rules, UI policies, script includes, and workflow automations using JavaScript, Flow Designer, Integration Hub, and Glide Scripting/APIs.

- Service Portal development using CSS, Ajax, HTML is must.

- Build and maintain integrations with third-party systems using REST, SOAP, MID Server, and Integration Hub.

- Administer and maintain the ServiceNow platform, including user management, instance upgrades, cloning, and performance monitoring.

- Configure and manage CMDB, discovery, asset management, and other foundational ServiceNow components.

- Implement and optimize security roles, access controls (ACLs), and data policies to ensure platform security and compliance.

- Design and create reports, dashboards, and performance analytics to support business insights and decision-making.

- Troubleshoot platform issues, perform root cause analysis, and implement fixes to ensure system stability and reliability.

- Collaborate with business analysts, architects, and stakeholders to translate requirements into technical solutions and enhancements.

- Stay updated on new ServiceNow features, best practices, and platform innovations to drive continuous improvement and efficiency.

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. progress, updates, status, and next steps.

- Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness.

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.

Mandatory Skills : ServiceNow SaaS.