ServiceNow SME / ASSOCIATE DIRECTOR

Job Description

Take lead with new initiatives, to drive internal teams for new initiatives related to ServiceNow API development. Take ownership of technical deliverables and handle technical engineering escalations for the team. Act as a Subject Matter Expert (SME) to lead & participate in Service Now API development, migration, configuration, support, maintenance, and technical escalations internally & with vendor. Manage primary products used which require expert knowledge of ServiceNow API, with the proven record of accomplishment in creating scoped application and portal customizations within the application. Support Fulfillment teams in the trouble shooting of major incidents \ challenging cases to include joining crisis call and working with teams and vendors for resolution. Adhere to internal process to support the service, including change management, and incident management policy. Perform pro-active analysis on day-to-day work to obtain automation on deliveries thereby reducing repetitive and standardized tasks/processes. Automate processes wherever possible/feasible. Conduct relevant Knowledge Sharing & Training sessions in English to develop skills of junior team members. Provide guidance to team members on day-to-day basis as required. Ensure appropriate document creation and maintenance to a high standard. Identify continuous improvement opportunities within the team, focusing on automation, process improvement, how technology is best leveraged and technology shift opportunities Customer focus. Promotes and prioritizes decisions or actions according to customer needs, encouraging others to do the same Strengthens stakeholder relationships. Uses relationship management skills/tools to responsibly influence decisions and stakeholder advocacy. Requirements To be successful in this role, you should meet the following requirements: 15+ years of overall IT experience in Design and Implementation of Service Management and Automation Solutions. Proven experience of leading others and creating an environment that supports and inspires people to develop and deliver. Strong interpersonal skills ability to influence, lead and drive teams to deliver, good judgement, assertiveness, high level of communication skills to achieve effective stakeholder management, build consultative relationships, and ability to collaborate directly with a variety of clients End to End experience of API based application design and implementation. Ability to transform Business Requirement into Business Process. Proven analytical and problem-solving skills. Must have HSBC IT Service Ownership (ITSO) and Third Party Engagement Management (TPEM) experience. Must have knowledge of Integration Hub and API integrations with ServiceNow. Strong Java, Spring boot development background. Excellent verbal, active listening, and written communications skills along with demonstrated facilitation skills. Effective and clear communication skills (written, oral and listening), with ability to describe complex technical scenarios in a concise manner depending on the audience.