ITSM Manager, Service Now

Required Skills : Job Description :

ServiceNow Functional Consultant ServiceNow Functional Consultants have expertise in the technology environment of ServiceNow. They are responsible for software-specific design and realization, as well as testing, deployment and release management, or technical and functional application management of ServiceNow based solutions. These roles also require functional and methodological capabilities in testing and training. Responsibilities

Designing and implementing enterprise scale ServiceNow solutions

Collaborating with clients to design innovative solutions with a strong user experience

Designing digital prototypes and proof of concepts to demonstrate how clients needs can be met with the ServiceNow solution

Aligning and leading ServiceNow implementations following WK standards designs and best practices

Preparing and deploying Rainier (ServiceNow) solutions to Test and Production environments

Requirements

Experience developing ServiceNow solutions

Strong delivery experience leveraging major capabilities within the ServiceNow Platform, Cloud services, Rightscale, Vistarta, BDNA and other such PaaS offerings

Has experience in managing (small) teams Delivery experience with multiple software methodologies such as Agile and waterfall

Excellent problem solving and communication skills

Strong team player

Is communicative and able to get good solutions in consultation with the customer

ServiceNow Certified Administrator Bachelor degree or equivalent

(1.) To adhere to quality standards, regulatory requirements and company policies

(2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

(3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

(4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.

(5.) To provide support for on call escalations orL3 level support and doing incident and problem management

(6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.