Job Description :
Define and embed industry best practices for ServiceNow, in collaboration with other global stakeholders (IS, Facilities, key users Be a trusted partner for projects, events, enhancements, and ongoing support.
Leverage advanced technology and liaise with vendors to deliver innovative, cost-effective, elastic ITSM services. Be a thought leader in bringing in best practices and technology innovations and applying effectively change management to embed them.
Lead resolution of major / minor incidents involving ServiceNow as well as troubleshooting.
Communicate and build trustful, productive relationships with all levels of the organization as well as with other IS teams and vendors
Manage migration process of custom development code to QA and Production farms and validate required documentation.
Participate as subject matter expert in architectural design, build, and deployment.
Define, document, and adhere to a governance model that stabilizes and protects the environment.
Manage reporting for auditing, usage, and performance statistics/metrics.
Maintain business services and Configuration Item relationships in ServiceNow
Perform day to day administration of ServiceNow
Report on Metrics using ServiceNow and Performance Analytics
Create and maintain our Service Catalog including approval workflows
Build reports, gauges, and home pages
Maintain business services and Configuration Item relationships in ServiceNow
Perform installation and testing of vendor-provided updates and new releases
Work with business users to identify and refine business requirements and workflows
Providing ServiceNow configuration and customization assistance including, but not limited to: screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third party software integrations.
Designing, configuring and customizing new applications and modules
Develop UI forms, fields, notifications, workflows and JavaScript server/client code
Maintain LDAP integration and user configurations
Maintain Service Level Agreement (SLA) and monitor SLA workflow
Search, populate, and customize the Knowledge Base
Manage minor enhancements to the system
Manage CMDB and help drive strategy around CMDB