ServiceNow CSM/ITSM Lead & Developers

Job Description

1. Role : ServiceNow Lead ( ITSM-CSM)Experience : 10-15 YrsLocation : Chennai/Bangalore# Responsibilities:
• SME in conducting the full range of technical development/configuration, and delivery of Service Management solutions
• Analyze and investigate possible solutions in order to meet the business and technical requirements.
• Produce professional high level solution descriptions and obtain customer acceptance of these solutions.
• Be responsible for the technical solution through all phases of the project.
• Analyse and provide recommendations to consolidate requirements, wherever possible, into a common requirement.
• Lead and manage the technical team of ServiceNow developers and provide techno-functional guidance and mentorship.
• Design and facilitate implementation of ServiceNow modules not limited to just ITSM and related workflows and scripts using ServiceNow platform based on MPGs global build.
• Troubleshoot and resolve issues related to ServiceNow functionality, flows etc. during the implementation and Hypercare phase.
• Document and maintain technical specifications, design documents, requirements, test cases, defects, training documents, SOPs, lessons learnt etc.
# Experience :
• 7-10 years of experience in a similar role, in multi-domain SNOW environment
• Must have managed Domain Separated ServiceNow instance.
• Supporting ITSM/ITOM/CSM Modules
• Implemented CMDB with Service Map
• Excellent understanding & expertise on implementation of Service Levels in Shared service via Domain architecture
• Implementation of Performance Analytics dashboard
• Excellent understanding of Licenses & experience in consolidating/rationalizing the same.
• Must have CSA (Certified System Administrator) and a CIS (Certified Implementation Specialist) Certification.
• ITIL Foundation certification is preferred.
• Strong knowledge and experience of ServiceNow platform and ITSM modules.
• Excellent problem-solving, and analytical skills.
• Good communication, collaboration, training, and documentation skills
2. Role : ServiceNow Developers(ITSM-CSM)Experience : 4-7 YrsLocation : Chennai/BangaloreResponsibilities:
• Develop workflows to support BaU requirements in ITSM, ITBM / ITOM / CMDB and CSM modules.
• Work closely with architecture, technical lead and engineering partners from various vendor and partner organization.
• Ensuring compliance with remediation workflow, policies, procedures, and controls.
• Candidate should have good Admin / Configuration / Development hands-on expertise in implementing ITSM Applications such as Incident Management, Problem Management, Change Management, Knowledge Management, and Service Catalogs, SLA definitions, Dashboards & Reports.
• Experience working with various ServiceNow components including service requests, Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Familiarity with email notifications, inbound actions, reports, gauges, and home pages.
• Worked on integrations using REST API and SOAP.
• Experienced in creating Catalog Items, Record Producers, and user guides.
• Skilled in creating and customizing complex workflows and custom workflow activities.
• Knowledgeable about Web services and REST.
• Proficient in debugging issues and fixing them.
• Knowledge in configuring the ESC page as per the taxonomy already developed as part of the platform architecture.
• Knowledge about Domain Separation and designing the Process and data flow within various domains and restricting as required.
• Experience in Discovery configuration and data mapping.
• Having ITIL Foundation certification & knowledge is an added advantage.
# Experience :
• 4-7 years of experience in a similar role, will prefer one with Domain separated instance experience
• Must have CSA (Certified System Administrator) and a CIS (Certified Implementation Specialist) Certification.
• ITIL Foundation certification is preferred.
• Strong knowledge and experience of ServiceNow platform and ITSM/CSM modules.

Keyskills :
itsmcmdbservicenowcsmitbm