Key Responsibilities

Strategic Planning:

<ul>
<li>Collaborate with key stakeholders to understand business objectives and translate them into ServiceNow platform initiatives.</li>
</ul>

<ul>
<li>Develop and maintain a roadmap for the ITSM, ensuring alignment with organizational goals and industry best practices.</li>
</ul>

Module Configuration and Customization:

<ul>
<li>Lead the design and implementation of ITSM, including configuration, customization, and integration with other systems.</li>
</ul>

<ul>
<li>Stay abreast of ServiceNow updates and new features to leverage the latest capabilities for improved efficiency and user experience.</li>
</ul>

User Story Definition and Prioritization:

<ul>
<li>Work closely with business units to gather requirements and define user stories for enhancements and new features.</li>
</ul>

<ul>
<li>Prioritize backlog items based on business value, strategic goals, and user needs.</li>
</ul>

Cross-functional Collaboration:

<ul>
<li>Collaborate with cross-functional teams, including IT, HR, and other business units, to ensure the ServiceNow platform meets diverse needs.</li>
</ul>

<ul>
<li>Function as a liaison between technical teams and end-users to facilitate effective communication and understanding.</li>
</ul>

Change Management:

<ul>
<li>Implement effective change management strategies to ensure smooth adoption of new features and processes.</li>
</ul>

<ul>
<li>Provide training and documentation for end-users to maximize platform utilization.</li>
</ul>

Release Planning and Execution:

<ul>
<li>Plan and manage product releases, coordinating with development, testing, and deployment teams.</li>
</ul>

<ul>
<li>Monitor release progress and resolve any roadblocks or issues that arise during implementation.</li>
</ul>

<ul>
<li>User Acceptance Testing (UAT):</li>
</ul>

<ul>
<li>Define clear acceptance criteria for user stories and work closely with ServiceNow teams to ensure comprehensive testing.</li>
</ul>

<ul>
<li>Coordinate and support user acceptance testing, gathering feedback and ensuring the solution meets business needs.</li>
</ul>

Continuous Improvement:

<ul>
<li>Proactively identify opportunities for process improvements, user experience enhancements, and efficiency gains.</li>
</ul>

<ul>
<li>Stay up to date with ServiceNow platform capabilities and industry best practices.</li>
</ul>

<ul>
<li>Stakeholder Engagement and Communication:</li>
</ul>

<ul>
<li>Communicate project statuses, updates, and progress to stakeholders at various levels of the organization.</li>
</ul>

<ul>
<li>Address questions, concerns, and feedback to ensure alignment and transparency.</li>
</ul>

Vendor Management:

<ul>
<li>Manage relationships with ServiceNow vendors and stay informed about platform updates, releases, and best practices.</li>
</ul>

<ul>
<li>Evaluate and recommend third-party applications or integrations to enhance the platform.</li>
</ul>

Required Skills &amp; Qualifications:

Experience Required:

<ul>
<li>10-14 years of total ServiceNow experience with 4 + years of experience as Product Owner/Function consultant in ITSM module</li>
</ul>

<ul>
<li>Service Now Scripting experience – JavaScript, Angular JX, Jelly, XML, etc.</li>
</ul>

<ul>
<li>Experience in implementation of workflows, flow designer, script includes, client scripts, policies, etc.</li>
</ul>

<ul>
<li>Design and implement ITSM Modules in ServiceNow, including but not limited to Incident Management, Problem Management, Request Management, Change Management, Configuration Management, Service Portal.</li>
</ul>

<ul>
<li>Experienced in Service Now SOAP and REST Integration</li>
</ul>

<ul>
<li>Experience with Agile/Scrum methodologies.</li>
</ul>

Certifications

<ul>
<li>ServiceNow Certified System Administrator (CSA)</li>
</ul>

<ul>
<li>Certified Implementation Specialist (CIS) in ITSM</li>
</ul>

<ul>
<li>ITIL 4 Practitioner /Advanced Certifications</li>
</ul>

Preferred Qualifications:

<ul>
<li>Experience securing large-scale ServiceNow implementations in regulated industries (finance, healthcare, government).</li>
</ul>

<ul>
<li>Strong problem-solving, analytical, and communication skills to interact with technical and non-technical stakeholders.</li>
</ul>

<ul>
<li>Knowledge of HRSD, Sec Ops and other modules </li>
</ul>

ServiceNow Consultant in New Delhi (UID-13138)

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