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Job Purpose
Lead the implementation and optimization of the ServiceNow platform for Enterprise Service Management (ESM). Define scope, drive solutions, and ensure scalable implementations that meet business needs, enhancing service delivery and operational efficiency.
Key Accountability Areas
ESM Strategy & Implementation:
- Assist in defining and implementing ESM strategies to align services with organizational goals.
- Participate in workshops to gather and document business requirements for ESM initiatives.
- Map current business processes, identify gaps, and suggest improvements using ServiceNow capabilities.
- Collaborate with business and IT teams to align requirements with technical solutions.
ServiceNow Configuration & Support:
- Translate business requirements into specifications for ServiceNow modules (ITSM, ITOM, ITBM, CMDB).
- Help design workflows, automations, and integrations to improve operational efficiency.
- Develop scripts, APIs, and configurations to implement customized solutions on the ServiceNow platform.
- Provide support in configuring and customizing ServiceNow modules.
CMDB Management & Troubleshooting:
- Support CMDB optimization, ensure data integrity, and maintain asset and service dependency mapping.
- Troubleshoot platform issues and help ensure consistent performance and availability.
Collaboration & Support:
- Work with IT, business units, and vendors to define requirements and deliver solutions.
- Act as a liaison between technical teams and business stakeholders to ensure clear communication.
- Support cross-functional teams in addressing service management challenges.
Testing & Continuous Improvement:
- Assist in developing and executing test plans to validate workflows and automations.
- Support user acceptance testing (UAT) and address feedback to ensure solutions meet business needs.
- Analyze system performance and suggest areas for improvement.
Reports:
- Help create reports and dashboards to track KPIs and measure the success of ESM implementations.
- Recommend enhancements and upgrades based on evolving business and technology needs.
Role Accountability
HR Proficiency:
Ability to obtain updated soft and technical skills related to the job
To have a vision and a plan for the career path and how to achieve it.
Delivery:
Perform the planned activities to meet the operational and development targets as per delivery schedules.
Utilize resources effectively to achieve objectives within efficient cost and time.
Provide a periodic report formatted by detailing the deviation and execution of planned tasks.
Problem-Solving:
Solve any related problems arise and escalate any complex operational issues.
Quality:
Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.
Business Process Improvement:
Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.
Compliance:
Comply to related policy and procedures and work instructions.
Health, Safety, and Environment:
Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.
Academic Qualification
Bachelor Degree in Computer Science or Any relevant field
Work Experience
6 to 10 Years
Technical / Functional Competencies
Applications Development Standards and Procedures
Applications Knowledge
Applications System Analysis
Applications System Design
Applications Systems Architecture
Desktop Applications Knowledge
Desktop Distributed Applications Development
Help Desk Applications Support
Joint Applications Development
