Description

Key Skills: ServiceNow, Implementation, Business Development

Roles and Responsibilities:

• Define and execute the ServiceNow platform strategic roadmap aligned with operational efficiency and employee experience goals.
• Drive business value for our customers, solve user problems and work to provide best customer experience solutions.
• Serve as the primary point of contact for the ServiceNow ITSM module, coordinating feature delivery and workflow improvements across global teams.
• Oversee daily platform operations including monitoring, maintenance, upgrades, and access management with stakeholder collaboration across India and US offices.
• Lead product releases and manage associated risks, working closely with development and implementation teams.
• Perform and manage testing across all pre production environments.
• Establish KPIs and OKRs for the product team, ensuring alignment with organizational goals.
• Lead technical product ownership including ServiceNow Integration Hub API integrations with other enterprise systems.
• Lead development efforts and drive the implementation of new ServiceNow functionality to expand platform capabilities.
• Lead all troubleshooting efforts.
• Develop product documentation, workflows, and best practices while ensuring adherence to development governance standards.
• Create and maintain reports and dashboards to track platform performance and KPI metrics.
• Manage ServiceNow licensing and ensure optimal license utilization across the organization.
• Communicate complex technical requirements clearly to stakeholders at all organizational levels.

Skills Required:

• 5+ years of hands-on experience implementing and operating the ServiceNow ITSM Pro module.
• Hands-on experience with ITSM administration and platform configuration.
• Strong ITIL knowledge with ITIL v4 certification or equivalent.
• 5+ years of experience integrating ServiceNow with enterprise systems through APIs and Integration Hub.
• Experience with ServiceNow Catalog Development and portal configuration.
• Experience leading technical teams and developers.
• Experience working with implementation partners and managed service providers.
• Knowledge of Agile development processes and methodologies.
• Excellent English communication skills, both verbal and written, with the ability to interface with global teams.

Desired Qualifications:

• Hands-on experience with ServiceNow development and customization is preferred.
• Experience in process definition and governance.
• Knowledge of ServiceNow development tools and workflow automation principles.
• Understanding of Software Development Life Cycle (SDLC) methodologies.
• Experience in business analysis and requirements gathering.
• Experience with Now Assist is an added advantage.

Education: A Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience

Key Skills

Education

Any Graduate