Lead Administrator (Tools & Automation)

Job Summary

• Minimum 5 years’ experience supporting the implementation, administration, configuration, and/or development of the Service Now tool. Minimum total experience in ITSM space of 12-15 years is desired.

• Must have worked on Web Services Integration (SOAP, REST)

• Administration of a Service Now instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisionsx

• Service Now Experience should include scripting in Service Now, tool configuration, design work, technical configuration and deployment. Specifically, candidates shall possess the skill to develop on the Service Now platform including the creation and/or customization of the core applications such as Incident, Problem, Change, Service Catalog and ESM applications as well.

• Must have worked on multiple integrations / e Bonding with other ITSM / Non ITSM tools using i Paas solutions.

• System/Process Automation (Orchestration) experience

• Experience with working or developing in any one of the following programming languages: JavaScript, Angular JS, Java, Python, HTML, XML

• Excellent communication skills

• Understanding of ITIL framework.

Key Responsibilities

• Perform software configuration and customization including, but not limited to: screen tailoring, workflow administration, report setup, data imports, integration, custom scripting and third-party software integrations

• Obtain and analyze business requirements and document technical solutions

• Develop, design and rollout new application modules, workflows and catalog requests

• Research new functionality and recommend solutions that deliver customer value

• Provide escalated support on technical issues to team members who are working service now implementations

Skill Requirements

• Design and delivery of complex technical solutions based on the Service Now platform

• Leadership skills in technical initiatives

• Generating detailed documentation

• Communications that clearly articulate solutions and the ability to perform demonstrations.

Other Requirements

• Experience implementing systems using the Agile/Scrum methodology

• Experienced in the System Development Life Cycle (SDLC) processes including customer requirement analysis and system design

• ITIL certification is a plus

• Service Now certifications such as CSA, CIS and CAD are must.

• Understanding of RDBMS, Infrastructure components, Cloud Management (Azure, AWS) etc is desired