ServiceNow Lead

ServiceNow Lead

5+ years of experience in ServiceNow platform working in different modules like, CSM, ITSM, ITOM, GRC etc.

Responsibilities:

• Responsible for requirements gathering, facilitation of business process discussions, solution design and documentation, application administration &configuration, testing, and end-user support. • Provide direction and leadership in promoting and implementing best practice solutions for both business process and technology

• Partner with our managed service provider and vendors to proactively address problems and troubleshoot production issues.

• Contribute to the delivery of recurring platform releases.

• Provide customer support & service subject-matter expertise for projects spanning multiple business units and technologies.

• Contribute to and assist in managing the roadmap for customer support & service technology enhancements.

Qualifications and Experience:

• Hand-on experience with ServiceNow configuration in one or more of the following areas: Customer Service Management (strongly preferred), IT Service Management (ITSM), and IT Operations Management (ITOM).

• Minimum of five (5) years of experience supporting customer support & service technology (case management, knowledge management, etc.) in a complex, publicly-traded, global organization.

• Hands-on experience with ServiceNow platform capabilities, including Service Portal, Service Catalog, Knowledge Base, Workflow, Change Management, Incident Management, Event Management, and Configuration Management.

• Integration of ServiceNow into a complex information technology eco-system, including back-office applications such as Salesforce, Informatica, ERP, etc.

• Success using agile principles to deliver great business outcomes through technology. Jira experience a plus.

• Demonstrated experience working with a managed service provider to partner on delivery.

• Strong written, verbal, and listening communication skills: articulate and effective communicator and presenter, able to describe complex problems and solutions in understandable terms; ability to frame communications to a diverse set of stakeholders. Education & Special Training