Lead Administrator - L1

ServiceNow Lead Developers/Admins (ServiceNow Experience - 5-7 years Software Development)

• Design, develop, and configure ServiceNow applications, modules, and custom solutions across ITSM, ITOM, CSM, OMT, Custom/Scoped Applications and other business areas.
• Develop scripts, business rules, UI policies, script includes, and workflow automations using JavaScript, Flow Designer, Integration Hub, and Glide Scripting/APIs.
• Service Portal development using CSS, Ajax, HTML is must
• Build and maintain integrations with third-party systems using REST, SOAP, MID Server, and Integration Hub.
• Administer and maintain the ServiceNow platform, including user management, instance upgrades, cloning, and performance monitoring.
• Configure and manage CMDB, discovery, asset management, and other foundational ServiceNow components.
• Implement and optimize security roles, access controls (ACLs), and data policies to ensure platform security and compliance.
• Design and create reports, dashboards, and performance analytics to support business insights and decision-making.
• Troubleshoot platform issues, perform root cause analysis, and implement fixes to ensure system stability and reliability.
• Collaborate with business analysts, architects, and stakeholders to translate requirements into technical solutions and enhancements.
• Stay updated on new ServiceNow features, best practices, and platform innovations to drive continuous improvement and efficiency.

Do

• Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
  • Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
  • Conduct technology capacity planning by reviewing the current and future requirements
  • Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
  • Strategize & implement disaster recovery plans and create and implement backup and recovery plans
• Manage the day-to-day operations of the tower
  • Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.
  • Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
  • Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
  • Develop shift roster for the team to ensure no disruption in the tower
  • Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
  • Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
  • Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

Team Management

• Resourcing
  • Forecast talent requirements as per the current and future business needs
  • Hire adequate and right resources for the team
  • Train direct reportees to make right recruitment and selection decisions
• Talent Management
  • Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness
  • Build an internal talent pool of HiPos and ensure their career progression within the organization
  • Promote diversity in leadership positions
• Performance Management
  • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
  • Exercise employee recognition and appreciation