Position Title : Lead ServiceNow : 10+ Years
Shift Timings : 5 : 30PM to 2 : 30 AM IST.
Location : Skills & Responsibilities :
- 10+ years of experience in ServiceNow Implementation Projects. Passionate about technologies and ServiceNow in particular.
- Mandatory recent experience in CSM (Customer Service Management) implementation and support projects.
- Involve as Lead developer & Architect in ServiceNow projects.
- Coordinate with client and team members and ensure there are no gaps in understanding the requirements.
- Understand the functional and technical requirements of the application.
- Participate in design discussions. Offer technical and functional suggestions for enhancing the application.
- Discuss with the client every day, understand and document the requirements. Develop solutions accordingly.
- Participate in SCRUM meetings every day. Implement SCRUM practices in the team.
- Excellent communication and analytical skills
- Have exposure to 3CLogic telephony system integrated with ServiceNow. Coordinate with 3Clogic team in fixing issues.
- Manages implementation of ServiceNow Upgrade. Ensure existing functionalities are not impacted with upgrades.
- Provide new access for new hires (ServiceNow and 3CLogic)
- Manage the ServiceNow and 3CLogic License allotments.
- Implementing eBonding, and client requests for enhancements or changes to ServiceNow
- Implement Ticket Category changes and requests from Operations team.
- IVR Management and creation in 3CLogic. Coordinate with 3CLogic team.
- Reports and Dashboard Management - ServiceNow and 3CLogic.
- Foundation Data Management
- Testing code fixes / updates and new rollout before moving to production.
- Chat functionality in ServiceNow (Virtual Agent)
- Be the point person for new support desk rollout of client onboarding. Instance creation and data structure creation for the new client.
- Create backlog of requirements. Prioritize for implementing. Project Management.
- Coordinate and lead ServiceNow developers.
- Act as a point-person for clients and client users. Receive requirements. Prioritize Requirements. Plan rollouts.
- Manage inbound Email integration into ServiceNow
- Identify opportunity to increase efficiency in reporting, data collection, or functionality.
Technical Skills :
Strong experience in ServiceNow platform - particularly CSM and ITSM applications.Experience with 3CLogic integration with ServiceNow.Education & Certifications :
Bachelor's degree in computer science or related discipline.Certifications in ServiceNow - CSA, CAD or CIS-CSM.ref : hirist.tech)