Lead DevOps Expert (ServiceNow ITSM)

Company: Telenor Shared Services

Position Title:  Lead DevOps Expert (ServiceNow ITSM)

Reporting to: Squad Lead End user support & Tool

Job Group: 4/3

Location: Islamabad

Department: Enterprise IT

Why you should join Telenor Shared Services Pakistan

At Telenor Shared Services Pakistan, we give you the opportunity to become a skilled professional in your field. We can help you to realize your dreams in an environment of diversity, inclusivity, and openness. 

About Telenor Shared Services Pakistan

Telenor Shared Services Pakistan delivers transactional business services in the areas of Finance & Accounting and IT. Together with Telenor Shared Services Norway it delivers efficient business support to Telenor employees to make their work easier.

Position Related

This position is placed in the End User Support & Tool Squad within the Enterprise IT Tribe at Telenor Shared Services (TSS).

The role involves understanding and translating business requirements into technical solutions, ensuring the integrity and compliance of the ServiceNow application. Responsibilities include developing architecture plans, leading process automation, collaborating with stakeholders, identifying system improvements, managing DevOps, supporting project launches, and executing ServiceNow upgrades. The role also requires enforcing governance structures, participating in change boards, and performing PoCs for new features to support business strategy.

Goals

• Enhance ServiceNow Efficiency: Streamline and automate business processes using ServiceNow to improve operational efficiency and achieve automation targets.
• Ensure System Integrity and Compliance: Maintain the integrity, security, and compliance of the ServiceNow application by enforcing governance structures and best practices.
• Drive Continuous Improvement: Identify and implement system improvements and new features to support business strategy and enhance overall service quality.

Key responsibilities:

• Architect, design, implement, and maintain the integrity of the ServiceNow application.
• Ensure solutions are engineered in accordance with TSS architecture standards.
• Lead and deliver requirements, scoping, and design workshops, ensuring requirements are well-documented.
• Provide expert-level support and technical mentoring to the implementation team.
• Identify and develop opportunities to leverage ServiceNow as a platform.
• Deliver hands-on configuration, development, and integration services; serve in a delivery assurance capacity for all project deliverables.
• Develop and present business case materials for senior stakeholders; create and deliver tailored presentations and product demonstrations.
• Scope and deliver Proof of Concept / Proof of Value engagements with prospects.
• Develop, configure, and customize the ServiceNow platform to meet business requirements.
• Collaborate with cross-functional teams to identify and prioritize business requirements.
• Write clean, efficient, and maintainable code.
• Conduct code reviews and quality control checks to ensure maximum efficiency and productivity.
• Debug and resolve technical issues.
• Produce and execute test cases to ensure software quality.
• Stay updated on emerging trends and technologies in ServiceNow development.
• Advise on technical challenges and explain them to non-technical stakeholders.

Eligibility Criteria / Qualifications

Education and Experience:

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• Minimum 6 years of hands-on experience with ServiceNow development, including scripting, workflows, integrations, Workspaces, and custom applications.
• Experience with Web Services Integration (SOAP, REST, and JSON).
• Familiarity with the System Development Life Cycle (SDLC) processes, including client requirement analysis and system design.
• Experience with service management/operations and ServiceNow ITSM implementations.
• Good knowledge of software and hardware asset management processes.
• Good knowledge of other ServiceNow suites i.e. ITOM, CSM, and HRSD.
• Excellent stakeholder and customer-facing skills.
• Familiarity with IT Service Management (ITSM) and IT Operations Management (ITOM) processes.
• Proven problem-solving and analytical abilities.
• Excellent communication and collaboration skills.
• Ability to work both independently and collaboratively.
• Preferred Certifications:
  • ServiceNow Certified System Administrator (Mandarory)
  • ServiceNow Certified Application Developer (Good to have)
  • ServiceNow Certified Implementation Specialist ITSM (good to have)
  • ITIL Foundation Certification (Mandatory)

Potential Career Path

• Horizontal and vertical growth within the organization
• Having gained experience in this position enables diverse exposure globally