Job Description

• Account Name
• Aus Net

JC - 143810

• Location
• Hyd/Bangalore

WO value -300k

Job Description: Service Now Platform Owner Position Overview: We are seeking a highly skilled Service Now Platform Owner to lead and oversee the strategic direction, implementation, and maintenance of our Service Now platform. The ideal candidate will have extensive knowledge of multiple Service Now modules, including ITSM, ITOM, CSM, HRSD, and others, with a proven track record of delivering innovative solutions and driving platform adoption across the organization.

Key Responsibilities:

• Platform Strategy & Governance: o Define the vision, strategy, and roadmap for the Service Now platform, aligning it with business objectives and IT strategy. o Establish and maintain governance processes to ensure compliance, security, and consistency across modules.

• Leadership & Stakeholder Engagement: o Act as the primary point of contact for Service Now initiatives, engaging with stakeholders to understand business needs and provide tailored solutions. o Partner with cross-functional teams, including IT, HR, Customer Service, and Operations, to optimize and expand platform capabilities.

• Development & Implementation: o Oversee the design, development, and deployment of custom applications and integrations on the Service Now platform. o Manage upgrades and new module implementations, ensuring minimal disruption to business operations.

• Platform Optimization: o Monitor platform performance, usage, and adoption to identify areas for improvement. o Drive automation and process optimization initiatives across Service Now workflows.

• Team Management: o Lead and mentor a team of Service Now administrators, developers, and analysts. o Foster a culture of continuous learning to stay ahead of platform innovations.

BUSINESS USE ONLY:

Required Qualifications:

• Experience: o 8+ years of hands-on experience with Service Now, including platform ownership or similar leadership roles. o Deep expertise in multiple Service Now modules (e.g., ITSM, ITOM, CSM, HRSD, Sec Ops). o Proven track record of delivering end-to-end Service Now implementations and upgrades.

• Technical Skills: o Strong understanding of Service Now architecture, capabilities, and best practices. o Proficiency in scripting languages (e.g., JavaScript) and knowledge of APIs for integrations. o Familiarity with ITIL, Agile, or DevOps practices.

• Soft Skills: o Excellent communication, negotiation, and stakeholder management abilities. o Strong analytical and problem-solving skills with a focus on innovation and scalability. Leadership qualities to inspire and drive a high-performing team.

Preferred Qualifications:

• Service Now Certified Implementation Specialist (CIS) and/or Certified Application Developer (CAD).

• ITIL v4 Certification or equivalent process management experience.

• Experience in working with global or enterprise-level implementations.

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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.r.t. progress, updates, status, and next steps

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

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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 Hi Pos 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

	- Exercise employee recognition and appreciation

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Deliver

		No
		Performance Parameter
		Measure

		1
		Operations of the tower
		SLA adherence

		Knowledge management

		CSAT/ Customer Experience

		Identification of risk issues and mitigation plans

		Knowledge management

		2
		New projects
		Timely delivery

		Avoid unauthorised changes

		No formal escalations

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