Lead Administrator (Tools & Automation)

Job Summary

• Experience as a business analyst
• Hands-on experience on the ITSM/TSM/TSOM ServiceNow platform as an administrator, developer or Techno-Functional Consultant
• Experience of Standardizing/Improvising ITIL® processes and functions’ implementations in large complex IT environments.
• Experience in working with various levels of IT Service management internally and Client organization and ability to meet client’s deadlines
• Hands on experience on writing the process documents, process flows, User Stories and Functional Requirements Specification documents for ITIL Processes
• Experienced in IT enablement of respective business function -  Process Design, Process Implementation and Process Support

Key Responsibilities

• Understanding of the Customer requirements then apply industry best practices and detailed knowledge of ServiceNow to design an optimal solution that supports the business process that meets or exceeds Customer requirements.
• Works closely with the ServiceNow Architect to ensure the solution is technically feasible and to identify areas to reduce implementation efforts.
• Assists in quality management reviews and ensures that all business and design requirements are met.
• Plays an active role in configuring the solution and supporting the technical team for any custom development required.
• Leads internal development of business process story / requirement gathering.
• Prepare process documents, process flows, User Stories and Functional Requirements Specification documents for ITIL Processes
• Prepare and present Business Case / Solution design / functional requirements for IT Service Management Process Areas and Modules to customers
• Work with tool developers to explain the requirements and ensure that developments is according to specified functional requirements (Functional Lifecycle Testing)
• Process Training to Customer and vendor End users and support users

Skill Requirements

• Exposure to managing and implementing ITIL/ITSM/ Telecommunications Service Management) processes
• Comprehensive understanding of Service Level Agreements and performance metrics
• In-depth experience of ITSM systems (ServiceNow) and ITIL Processes
• Great written and verbal communications skills (including report writing)
• Great presentation preparation and display skills (from a business perspective)
• Knowledge of enterprise IT environments
• Experience of working in a fast moving and changing large enterprise IT environment
• Intermediate knowledge of business analysis, business management data systems, IT risk management, project management and technical problem resolution.

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Functional Skills

• Great analytical and communication skills
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Ability to work in a fast-paced environment.
• Strong documentation and presentation skills.

Other Requirements

• Minimum 3 years of relevant experience.
• Experience working in customer-facing environments.
• Knowledge of ITIL/Agile methodologies preferred.

Preferred Certifications

• ITIL Foundation
• ServiceNow Administrator Certification (CSA)
• Customer Service Management (CIS-CSM)