Key Responsibilities:
ServiceNow Solution Design and Implementation:
- Collaborate with key stakeholders to understand business objectives and processes.
- Design and implement scalable ServiceNow solutions that align with digital transformation goals.
- Customize and extend the platform to enhance efficiency, automation, and user experience.
- Optimize ITSM, ITOM, and CSM modules to meet evolving business needs.
Capabilities Enablement:
- Lead the effort to enable teams to maximize ServiceNow capabilities.
- Identify training needs, develop training programs for the team and users.
- Drive a culture of self-sufficiency and continuous improvement within the organization.
ServiceNow Development and CI/CD:
- Implement CI/CD practices to ensure a streamlined and automated development process.
- Maintain code quality, version control, and continuous integration for ServiceNow applications.
- Collaborate with development teams to deliver high-quality ServiceNow solutions.
IT Service Management (ITSM) and IT Operations Management (ITOM):
- Utilize deep product knowledge to optimize ITSM processes, including incident, problem, change, and release management.
- Review existing implementation and implement best practices and optimize ITSM workflows to enhance efficiency and compliance.
- Enhance operational visibility, event management, and orchestration to streamline IT operations.
- Work on CMDB and AIOps integrations to support predictive analytics and proactive incident resolution.
Customer Service Management (CSM):
- Design and implement CSM solutions that enhance the customer service experience.
- Drive and enable seamless case management, self-service portals, and knowledge management.
- Integrate CSM with other ServiceNow modules to create a unified customer service approach.
Skills and Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
- ServiceNow Certified Implementation Specialist (CSM, ITSM, ITOM) certification is essential.
- Proven experience in designing, developing, and implementing ServiceNow solutions.
- Deep knowledge of ITSM, ITOM, and CSM modules, as well as ServiceNow platform architecture.
- Proficiency in ServiceNow development and CI/CD practices.
- Strong analytical, problem-solving, and project management skills.
- Excellent communication, collaboration, and mentoring abilities.
- A track record of driving digital transformation initiatives.
