Key Responsibilities:
- ServiceNow Solution Architecture & Development
- Design and implement end-to-end ServiceNow solutions across ITSM, ITOM, ITBM, and other modules.
- Develop custom applications, integrations, and workflows to optimize IT operations.
- Ensure best practices in ServiceNow configuration, scripting (JavaScript), and automation.
- Provide technical leadership and ensure alignment with business needs.
- Project & Stakeholder Management
- Oversee the full project lifecycle, from requirement gathering to deployment.
- Work closely with IT, business teams, and vendors to drive successful ServiceNow implementations.
- Define and manage project scope, budget, timelines, and deliverables.
- Identify risks, track milestones, and ensure timely execution of projects.
- ServiceNow Platform Optimization & Governance
- Establish governance frameworks for ServiceNow usage, data integrity, and compliance.
- Continuously optimize performance, automation, and user experience within ServiceNow.
- Drive process improvements, AI-powered automation, and predictive analytics using ServiceNow capabilities.
- Integration & Security Compliance
- Ensure seamless integration of ServiceNow with third-party systems (SAP, Jira, AWS, Azure, etc.).
- Implement security best practices, access controls, and compliance frameworks (ISO, ITIL, NIST).
- Monitor system health and drive proactive incident prevention strategies.
- Team Leadership & Training
- Lead and mentor ServiceNow developers and administrators.
- Provide training and knowledge-sharing sessions for internal teams.
- Foster a culture of innovation and best practices within the ServiceNow environment.
Required Skills & Qualifications:
Technical Skills:
- Strong expertise in ServiceNow architecture, configuration, and development.
- Experience with ITSM, ITOM, ITBM, SecOps, and HRSD modules.
- Proficiency in JavaScript, REST/SOAP APIs, and integration methodologies.
- Hands-on experience with ServiceNow Flow Designer, Orchestration, and Automation.
- Knowledge of ServiceNow Performance Analytics, Reporting, and Dashboarding.
- Familiarity with cloud platforms (AWS, Azure) and DevOps toolchains.
Project Management Skills:
- Proven experience managing ServiceNow implementation projects.
- Strong understanding of Agile, Scrum, and ITIL frameworks.
- Ability to handle multiple stakeholders and manage project risks effectively.
- Excellent skills in budgeting, scheduling, and resource planning.
Soft Skills:
- Strong leadership and decision-making skills.
- Excellent problem-solving and analytical abilities.
- Effective communication and stakeholder management.
Preferred Qualifications:
- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS).
- PMP, PRINCE2, or ITIL certification for project management expertise.
- Experience in multi-instance ServiceNow deployments for large enterprises.
