Technical Specialist - Service Management (SNO)
- Microland
- 3 - 6 years
- Bengaluru
- 12 days ago
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Job Description
Required SkillsTechnology | Service Management
Behavioral | Aptitude | Good analytical skills, ability to under biz outcomes and find ways to deliver.
Behavioral | Communication | Strong communication skills
Technology | Documentation | Experience in good quality documentation
Behavioral | Collaboration | Ability to collaborate with multiple stakeholders for deliverables
Behavioral | Time management | Adapt at managing time to deliver on commitments and improvise to find ways to fast track
Behavioral | Execution excellence | Drive high quality in all aspects of work activities Education Qualification :
Bachelor s degree/diploma in computer science or information technology or equivalent Certification Mandatory / Desirable :
Technology | ServiceNow certification(s) such as Certified Implementation Specialist (CIS) in IT Service Management or equivalent and ITIL Certified | Mandatory The ServiceNow ITSM Lead is a pivotal role responsible for overseeing the implementation, maintenance, and continuous improvement of the ServiceNow IT Service Management (ITSM) platform within the organization. The ITSM Lead plays a crucial role in enhancing IT processes, optimizing service delivery, and ensuring efficient incident, problem, change, and request management.
Responsibilities:
Platform Implementation and Management:
- Lead the end-to-end implementation of the ServiceNow ITSM platform, including requirement gathering, design, configuration, and customization.
- Collaborate with cross-functional teams to ensure successful integration of the ITSM platform with existing tools, systems, and processes.
- Configure and customize workflows, forms, fields, notifications, and automation within the ServiceNow platform.
Process Improvement:
- Analyze and assess current ITSM processes to identify gaps, bottlenecks, and areas for improvement.
- Develop and implement best-practice ITIL processes within the ServiceNow ITSM framework.
- Continuously monitor and evaluate ITSM processes, making recommendations for optimization and efficiency gains.
Incident, Problem, Change, and Request Management:
- Define and maintain incident, problem, change, and request management processes and workflows.
- Ensure timely and effective handling of incidents, problems, changes, and service requests, adhering to defined SLAs and OLAs.
- Provide guidance and support to the IT support team for complex incidents, problems, and changes.
Service Catalog and Portal Management:
- Design and manage the service catalog, defining service offerings and service request workflows.
- Create and maintain an intuitive and user-friendly self-service portal for end-users to submit service requests and access information.
Reporting and Analytics:
- Develop and generate regular and ad-hoc reports and dashboards to monitor ITSM performance, key metrics, and KPIs.
- Provide data-driven insights to stakeholders for informed decision-making and continuous improvement.
Stakeholder Collaboration:
- Collaborate with internal and external stakeholders, including IT teams, business units, and vendors, to gather requirements and ensure alignment of ITSM initiatives with business needs.
Training and Documentation:
- Develop training materials and conduct training sessions to educate end-users, IT staff, and stakeholders on ITSM processes and the ServiceNow platform.
- Maintain thorough documentation of ITSM processes, workflows, configurations, and changes.
Leadership and Team Management:
- Lead and mentor a team of ServiceNow administrators, analysts, and support staff.
- Provide guidance, performance feedback, and support for professional development.
- Proficiency in JavaScript, Glide scripting, AngularJS, REST API, SOAP, and integration techniques.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Technical LeadEmployement Type: Full timeContact Details:
Company: Microland LimitedLocation(s): Bengaluru+ View Contact
Keyskills: Computer science Automation Team management Process improvement Javascript service catalog Continuous improvement Information technology Analytics Quality documentation
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