ServiceNow Manager

INRY is an Elite ServiceNow partner and one of America's fastest-growing companies (recognized in INC 5000, Financial Times). We have driven success for over 200 customers like General Mills, Dollar General, Western Union, Sallie Mae, SCL Health, and more. Our success is built on delivering customer value and high operational excellence.

We are looking for ServiceNow professionals with excellent technical and business skills. The candidates must have good exposure to medium/large projects and must have excellent track record to lead projects end-to-end.

Overview

• Opportunity to work on ServiceNow implementation projects across all product lines (GRC, CSM, HRSD, ITBM, CMDB, ITOM, ITSM etc.).
• Lead medium to large sized projects. Typical work expectation is mix of Consultant + PM.
• The candidate must have great attitude and willingness to learn and work. We will train the candidate on ServiceNow.
• Work directly with clients within 2 weeks of joining. Require some overlap with US, typically up to 10 PM IST.
• Acquire additional ServiceNow Certified Implementation Specialist certificates and micro-certifications

Job Duties

Project Execution

• Lead project workshops and guide client and team through business requirements gathering and write user stories.
• Deliver technical solutions to meet the requirements through UI configuration, workflow configuration, reporting development, system integrations, and scripting.
• Review work performed by team members and implement best practices recommended in ServiceNow.
• Execute unit testing, integration testing and participate in user acceptance testing (UAT) to ensure developed solutions meet the business needs.
• Handle client communication and track risks, issues effectively.
• Take full ownership on project to ensure client objectives are met.
• Manage project health and compliance requirements by tracking project timelines, financials, status reporting, resource allocation and deliverables.
• Demonstrate a strong understanding of the ServiceNow® platform and constantly increase that knowledge
• Demonstrate a thorough understanding of INRY’s operations, offerings, policies, and procedures, including the application of the PASS methodology

Build the practice

• Research and define creative solutions based on ServiceNow best practices to meet client business requirements.
• Focus on building reusable components and retaining lessons learnt for future usage by team members.
• Build competencies in assigned products or features to contribute to development internal talent pool.
• Increase depth of industry knowledge.
• Demonstrate excellent customer service skills by avoiding client escalations and receiving high client satisfaction survey results.
• Identify opportunities for additional business with existing clients and communicate to the Sales team.
• Assist Sales team in partnering with the client to develop business strategy roadmap and the steps to execute the strategy.

Supervisory

• Assist with onboarding new team members and mentor them in the ServiceNow platform and INRY processes.
• Lead 5-10 Consultants and provide guidance.

Job Requirements

• Overall 10 + years of experience in IT Industry
• Minimum 5+ years of experience working on the ServiceNow platform and minimum 4+ years of project management experience.
• Excellent customer service skill
• Good communication capabilities, both written and verbal
• Must be a self-starter able to deal with ambiguity and high-speed pace of work
• ServiceNow Certified System Administrator certification and/or PMP certification
• Two or more ServiceNow Certified Implementation Specialist certificates
• Experience with software development lifecycle