Hi Candis,
Here we have job openings in one of our MNC Company
Interested candidates can apply here
Role -LEAD ADMINISTRATOR SERVICENOW - ITSM - L1
Key Responsibilities
ServiceNow Development
- Design, develop, and configure solutions within the ServiceNow platform, including workflows, catalog items, integrations, and custom applications.
- Collaborate with stakeholders to gather requirements and translate them into technical specifications.
- Develop customizations using scripting (JavaScript, AngularJS, etc.), UI Policies, Business Rules, and Client Scripts.
- Build and maintain integrations between ServiceNow and other systems using APIs, MID Servers, and integration tools.
- Conduct unit testing and support user acceptance testing to ensure quality deliverables.
BAU Support
- Monitor and manage the ServiceNow platforms daily operations to ensure consistent performance.
- Resolve incidents, service requests, and change requests related to ServiceNow, adhering to SLAs.
- Perform root cause analysis for recurring issues and implement long-term fixes.
- Create and maintain system documentation, knowledge base articles, and training materials.
- Manage ServiceNow version upgrades, patches, and system maintenance activities.
- Identify opportunities for automation and implement improvements to streamline BAU processes.
- Technical Skills:
- Proficiency in JavaScript, Glide, AngularJS, and other ServiceNow scripting languages.
- Knowledge of ServiceNow integrations (e.g., REST, SOAP APIs).
- Experience with configuration management, workflows, and reporting in ServiceNow.
- Familiarity with ServiceNow upgrade and patch management processes.
- Soft Skills:
- Strong analytical and problem-solving abilities.
- Excellent communication and collaboration skills to work with technical and non-technical stakeholders.
- Ability to prioritize tasks and manage multiple responsibilities efficiently.
Preferred Qualifications:
- ServiceNow Certified System Administrator (CSA) or other relevant certifications.
- Experience with ITIL processes and frameworks.
- Exposure to additional ServiceNow modules, such as SecOps or 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
Deliver
No
Performance Parameter
Measure
1
Operations of the tower
SLA adherence
Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management
2
New projects
Timely delivery
Avoid unauthorised changes No formal escalations
Mandatory Skills: ServiceNow - IT Service Management .
Preferred candidate profile
