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ACCOUNTABILITIES
Key Responsibilities
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Act as escalation point for incidents and problems, and represent the ServiceNow platform in the Major Incident Process
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Supports problem management and CAPA for complex scenarios.
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Provide transparency about operational performance (metrics, trends, findings) and drive service reviews with stakeholders
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Ensure the Platform Capacity is proactively managed and aligned with the Platform Roadmap
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Ensure transparency on license consumption and ensure only licenses products are deployed and used
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Overseeing instance landscape and ensure instance alignment and integrity across the stack
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Take responsibility for the technology life cycle activities within the ServiceNow platform, for example patching, and vulnerability response.
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Own the Operational Handbook for the ServiceNow platform and dependent products.
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Managing internal and external suppliers’ performance to ensure services are delivered to the agreed SLA.
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Take responsibility for the Continous Service Improvement within the ServiceNow platform
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Ensure that an up-to-date configuration is maintained, manage configuration changes and/or ensure that configuration items are identified, accounted, reported, verified and audited.
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Ensure proper user and access management, adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders.
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Ensure ongoing monitoring of the Platform Health
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Own and manage the platform foundation data, ensure it’s quality and integrity, prevent issues having foundation data as root cause
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Collaborate with ServiceNow vendor to manage instance changes, including patches, maintenance activities, case escalations, and security notifications.
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Own and oversee audit requirements, ensuring compliance with internal and external audit obligations.
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Act as a team leader for the ServiceNow technical support team taking over day-to-day managerial responsibilities including performance management
DIMENSIONS AND ASPECTS
Technical/Functional (Line) Expertise (Breadth and depth of knowledge, application and complexity of technical knowledge)
- ServiceNow Certified Administrator (Required)
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Experience with UI Actions, UI Policies, Glide records, Script Includes, Business Rules, & ACLs within the ServiceNow framework (preferred)
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Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including SSO, SAML, SSL, Web Services, REST, LDAP, JDBC, ODBC. (required)
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Hands-on administration and troubleshooting experience with the ServiceNow platform
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ServiceNow Developer Certification desired
Leadership (Vision, strategy and business alignment, people management, communication, influencing others, managing change)
- Ability to priorize in a complex environment
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Direct strategic vendors and internal service providers ensuring the alignment of ServiceNow operational requirements
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Maintain relationships with the compliance, quality and information security teams ensuring beyond compliance quality and security of the platform
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Maintain relationships with the business and IT stakeholders to ensure ServiceNow platform operations support ongoing and future service needs
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Foster a diverse workplace that enables all participants to contribute to their full potential in pur-suit of organizational objectives.
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Ability to manage a small team of experts and analysts.
Decision-making and Autonomy (The capacity and authority to make organizational decisions, autonomy in decision-making, complexity of decisions, impact of decisions, problem-soliving)
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Works independently with minimal direct supervision.
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Leverage independent Judgment to determine optimal methods of task completion and work prioritization.
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Adherence to Takeda Policies, Processes and Standards
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Authority to delegate Tasks and Responsibilities to other (external) team-members
Interaction (The span and nature of one’s engagement with others when performing one’s job, internal and external relationships)
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External Partners providing Services to Takeda.
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BOTT team
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ServiceNow Platform Architect
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ServiceNow Product Teams including business analysts and architects
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Service Integration Team
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Service Governance Team
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Quality and Compliance Teams
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Information Security Teams
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Other teams and stakeholders using ServiceNow products at Takeda (HR, Takeda Business Solutions, Research and Development, etc)
Innovation (The required level of scientific knowledge, knowledge sharing, innovation and risk taking)
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Willing to take risks while championing new ideas in the interest of improving the end user experience.
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Abilty to discover and drive industry best practices in the area of the ServiceNow Platform operations.
EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:
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Bachelor's degree in Computer Science or related field or equivalent experience.
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8+ years of relevant technical experience including 5+ years of the ServiceNow platform experience in a senior technical role
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Strong emphasis on Customer service and providing best-in-class end-user support.
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Sense of urgency and excellent prioritization skills and ability to work under time pressure
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Ability to solve complex technical and business problems.
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Ability to coordinate projects and interact management.
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Ability to work effectively in a team environment.
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Self-starter; ability to work independently with minimal supervision.
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Knowledge of ServiceNow platform.
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Excellent verbal and written communication skills.
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Excellent judgment and customer interaction skills.
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Technical certifications and experience in the healthcare field and qualified/validated systems are a plus.
Preferred technologies:
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ServiceNow Platform, JavaScript, Angular, Seismic, MySQL/MariaDB, SAML, SSL, Web Services, REST, JDBC
IND - Bengaluru
Employee
Regular
Full time
