Track Lead - ServiceNow, IT Service Management

Job Summary

Track Lead - ServiceNow, IT Service Management 

Minimum 10+ years Relevant ServiceNow Experience. Total IT experience minimum 15 Years in ServiceNow operations. • Responsible for handling escalations, participates in escalation meetings and should be solution oriented in decision makings. Experience in supporting the implementation, administration, configuration, and/or development of the ServiceNow tool.

Key Responsibilities

Consult/guide the client with the best practices and solutions to new requirements, problem statements and roadmap for ServiceNow. • Should have managed a team of ServiceNow resources and is able to manage a team working remotely and on different time zones. • ServiceNow Experience should include extensive scripting in ServiceNow, tool configuration, design work, technical configuration, and deployment. • Specifically, candidates should possess the skill to develop on the ServiceNow platform including the creation and/or customization of the core applications such as Incident, Problem, Change, Service Catalog and workflows. • Ability to communicate fluently with client stakeholders. • Flexible for rotational shifts including night shift.

Skill Requirements

Understanding of Configuration Management as it relates to ITIL • Experience in the new ServiceNow scoped applications, Virtual agent, Performance Analytics, ATF, Predictive Intelligence, Agent Workspace, Mobile app etc., • Web Services Integration (SOAP, REST, JSON, JDBC) • Experience implementing systems using the Agile/Scrum methodology • Fundamental knowledge of networking including TCP/IP ports and firewalls, network protocols, and IP networks • Strong communication, Strong presentation and writing skills. • Excellent troubleshooting skills with ability to demonstrate influence in a consultative fashion to stakeholders and other team members. • Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions System/Process Automation (Orchestration) experience. System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP • Experience with working or developing in any one of the following programming languages: JavaScript, CSS, HTML or HTML 5, Angular JS • Experience in working on ServiceNow Development using Agile/Scrum methodology.

Other Requirements

Minimum ServiceNow CSA/ CIS certified. • ITIL certification / CIS/ CAD/ CTA ServiceNow certification is an advantage.