ServiceNow ITOM Platform Lead

Roles and Responsibilities : -

Ideal candidate must be self-motivated with a proven track record in working on ITOM / Discovery using ServiceNow at least 5+ years.

Experience with development and implementation of ServiceNow ITSM and Discovery.

Perform updates and upgrades to the Discovery Build Basic / Advanced queries to customize and enhance reporting.

Perform discoveries and troubleshoot access issues to systems for discovery.

Troubleshoot weekly discovery failures Password issues, WMI failures, connectivity problems Perform reconciliation and normalization activity to ensure completeness of data in CMDB Build custom attribute to sync custom inventory for CMDB sync Serve as primary technical point-of-contact ServiceNow ITOM for business users and internal teams

Responsible for demos internally, delivery of additional development artifacts and documentation, and knowledge transfer activities as required

Work collaboratively with ServiceNow team and business stakeholders to monitor for scope creep and resolve critical path technical issues and challenges.

Provide mentorship to developers and platform engineers on technical design standards and best practices.

Help maintain expert knowledge of ServiceNow platform and products and ensure mentorship within the team.

Additional Responsibilities :

Ability to develop value-creating strategies and models that enable clients to innovate, drive growth and increase their business profitability Good knowledge on software configuration management systems Awareness of latest technologies and Industry trends Logical thinking and problem solving skills along with an ability to collaborate Ability to assess the current processes, identify improvement areas and suggest the technology solutions Client Interfacing skills Project and Team management

Qualifications

A Bachelor s or Master s degree in Computer Science or related field.

A minimum of 3 to 5 years experience with ServiceNow app development in ITSM, Portal or ITOM modules.

3 to 5 years of development experience with creating simple / complex customer-facing web or mobile applications is a plus.

Service now Certified preferred, CSA, CAD Certified system administration, Certified Application Developer.

Expertise level understanding of ServiceNow Platform & its capabilities are required. Understand the business needs and the needs to standardize processes and build this into the design. and being able to transform customer requirements into a high-level Prior experience of working with international teams Result-oriented and good communication skills .

Willing to take on new challenges and drive them to completion.

(1.) To provide support for on call escalations and doing root cause analysis of given issue

(2.) To independently resolve tickets within agreed SLA of ticket volume and time

(3.) To adhere to quality standards, regulatory requirements and company policies

(4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts

(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cas