Track Lead - ServiceNow, IT Service Management

Job Summary

• Track Lead

• Service Now, IT Service Management

• Minimum 10+ years Relevant Service Now Experience. Total IT experience minimum 15 Years in Service Now operations.

• Responsible for handling escalations, participates in escalation meetings and should be solution oriented in decision makings. Experience in supporting the implementation, administration, configuration, and/or development of the Service Now tool.

Key Responsibilities

• Consult/guide the client with the best practices and solutions to new requirements, problem statements and roadmap for Service Now.
• Should have managed a team of Service Now resources and is able to manage a team working remotely and on different time zones.
• Service Now Experience should include extensive scripting in Service Now, tool configuration, design work, technical configuration, and deployment.
• Specifically, candidates should 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 workflows.
• Ability to communicate fluently with client stakeholders.
• Flexible for rotational shifts including night shift.

Skill Requirements

• Understanding of Configuration Management as it relates to ITIL • Experience in the new Service Now scoped applications, Virtual agent, Performance Analytics, ATF, Predictive Intelligence, Agent Workspace, Mobile app etc., • Web Services Integration (SOAP, REST, JSON, JDBC) • Experience implementing systems using the Agile/Scrum methodology • Fundamental knowledge of networking including TCP/IP ports and firewalls, network protocols, and IP networks • Strong communication, Strong presentation and writing skills.
• Excellent troubleshooting skills with ability to demonstrate influence in a consultative fashion to stakeholders and other team members.
• 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 revisions System/Process Automation (Orchestration) experience. System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP • Experience with working or developing in any one of the following programming languages: JavaScript, CSS, HTML or HTML 5, Angular JS • Experience in working on Service Now Development using Agile/Scrum methodology.

Other Requirements

• Minimum Service Now CSA/ CIS certified.
• ITIL certification / CIS/ CAD/ CTA Service Now certification is an advantage.