Desired Competencies (Technical/Behavioral Competency)
Must-Have
- Candidates must possess proven experience in both administration and development within ServiceNow. This includes demonstrated ability to manage, configure, and customize ServiceNow applications in alignment with organizational needs.
- Hands-on expertise in performing essential ServiceNow tasks and responsibilities are required. Applicants should be capable of ensuring efficient platform operation and maintenance.
- Experience in executing ServiceNow upgrades is essential.
- Proficiency in Catalogue Management within ServiceNow is required.
- Candidates should have experience of onboarding third-party applications through integration with ServiceNow.
- Strong communication skills are necessary to collaborate effectively with stakeholders from both business and IT teams on the customer side.
Good-to-Have
- Retail experience: Exposure to retail environments is beneficial, as it brings valuable insights into service delivery and customer engagement within this sector.
- ServiceNow RPA experience: Hands-on involvement with ServiceNow Robotic Process Automation (RPA) is advantageous, indicating familiarity with automating workflows and optimizing processes on the ServiceNow platform.
SN Responsibility of / Expectations from the Role
1
- Perform day-to-day administration and support of the ServiceNow platform.
- Manage users, groups, roles, and access controls.
- Configure forms, fields, workflows, and automation using ServiceNow tools.
- Support modules like Incident, Change, Problem, Request, and CMDB.
- Troubleshoot issues and support end-users.
- Ensure the platform runs smoothly and securely.
- Monitor system performance, logs, and health dashboards; coordinate with ServiceNow support as needed.
2
- Perform regular platform upgrades, patching, and testing in coordination with stakeholders.
- Support development and maintenance of reports, dashboards, and performance analytics.
3
- Maintain documentation related to configurations, workflows, and customizations. Ensure compliance with internal standards, best practices, and security policies
4
- Work closely with business and IT to understand the new requirements
- Come up with suggestions for improving the ServiceNow Integration
Type Details of The Role (For Candidate Briefing)
Reporting To Which Role Deliver ManagerSize of the Team, if anyReporting to this Role 2On-site Opportunity NAUnique Selling Proposition(USP) of The Role ServiceNow Admin LeadDetails of The Project (A shortBriefing on the Project may beattached with this documentfor candidate- briefing). It maybe shared with externalstakeholders like job-agenciesetc. The customer has engaged to assemble and deploy a dedicated team responsible for the administration of their ServiceNow platform. To effectively lead this team, we are seeking a senior associate with robust ServiceNow administration skills and experience. The primary expectation for the candidate in this lead role is to ensure that the team can operate independently, managing the ServiceNow platform efficiently and proactively. The ServiceNow Admin Lead will be responsible for direct interaction with business users to understand their requirements and will collaborate closely with the IT department to implement solutions that address these business needs.
