Lead Administrator - L1

Job Summary

The ServiceNow MCO/SOM lead developer is responsible for configuring, developing, and implementing solutions within the ServiceNow Manufacturing Commercial Operations (MCO) and Sales and Order Management (SOM) modules. The role requires collaboration with business stakeholders, developers, and architects to deliver solutions that optimize the sales, support, and service lifecycles for manufacturing companies and their channel partners.

Responsibilities

• Design, develop, and implement ServiceNow MCO and SOM solutions, including workflows, applications, and integrations.

• Collaborate with business analysts and stakeholders to gather requirements and translate business needs into technical solutions within the MCO/SOM platform.

• Configure and customize core ServiceNow components, including Business Rules, Client Scripts, UI Policies, Workflows/Flow Designer, and Service Portals.

• Develop and manage product catalogs, pricing strategies, and product offerings within the SOM module to streamline the ordering process.

• Work on integrations with other enterprise systems using APIs (REST/SOAP) and IntegrationHub to ensure seamless data flow.

• Automate order exceptions and dispute management to enhance operational efficiency and improve customer satisfaction.

• Create technical documentation for development, configuration, and maintenance activities.

• Participate in testing, quality assurance, and user acceptance testing (UAT) to ensure high-quality solution delivery.

• Provide ongoing support, maintenance, and troubleshooting for the MCO and SOM applications.

Required Skills and Experience

• Experience: 6+ years of hands-on experience in ServiceNow development and implementation, with a strong focus on MCO, SOM, and related customer workflows.

Technical Skills:

• Proficiency in web technologies, including JavaScript, GlideScript, REST/SOAP APIs, HTML, and CSS.

• Experience with ServiceNow development tools such as Flow Designer, IntegrationHub, and App Engine.

• Solid understanding of the ServiceNow platform's data model, architecture, and best practices.

Module-Specific Experience:

• Strong expertise in Sales and Order Management (SOM), including lead management, opportunity management, and quote management.

• Experience with the Manufacturing Commercial Operations (MCO) solution, including its relationship with Customer Service Management (CSM).

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