ServiceNow Tech Lead

Role Purpose

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations

• Have experience in de-customization of the ServiceNow catalog items ensuring they are brought back to Out Of The Box(OOTB) standards
• Utilize catalog builder to create and manage service catalog items
• Design and implement workflows using flow designer
• Develop and maintain decision tables to support automated decision making process
• Experience with ServiceNow Integration Hub, REST/SOAP webservices and APIs
• Knowledge of data migration and transformation within ServiceNow
• Perform thorough testing and validation of catalog items and workflows
• Provide training and support to end-users and other team members if needed
• ServiceNow CSA certification is minimum and ServiceNow CAD is a plus

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