Location
Secunderabad | India
Job description
ITSM-ITBM Architect/ Lead
- Analyzes the current business and technology environments to detect deficiencies and recommends ServiceNow solutions for the improved uses of information technology.
- Partners with applications and technology teams.
- Participates in team meetings, provides guidance, identifies architectural gaps and/or issues and helps guide the team(s) toward resolutions
- Reviews all changes to the platform at a design level initially and then at the code level as part of the Change control process to ensure standards have been followed for development and any adverse impact for production move is avoided
- Implements technology architecture guidelines for technology infrastructure and application development.
- Build out and standardize our code management procedures related to our ServiceNow implementation
- Strong working knowledge of ITSM including Service Catalog, Request Management, Change Management, Incident Management, Problem Management, CMDB, Knowledge Management, Advanced work assignment, Predictive intelligence, Service Operations Workspace, Flow designer, E-bonding etc.
- Strong working knowledge of ITBM including PPM, Ideas and story handling.
- Configuring, administering, and scripting the ServiceNow ITSM and ITBM modules.
- Working closely with our customers to provide solutions and develop the software to fit those needs.
- Set standards for the ServiceNow instance governance related to best practices for defining configurations vs customizations, update set migration, cloning of environments, management of groups/users and data management
- Technical integration experience with SOAP or REST standards are preferred.
- Implementations of ServiceNow Workflow Design.
- Solid Development / Administrator background
- Knowledge of integration of ITSM with JIRA and various other tools.
- Experience in SLA, OLA configurations and creations of reports and dashboards in performance analytics
- Ability to recognize potential and actual issues, needs and opportunities for improvement in the implementation of ITSM technologies and service management practices.
- Understanding of working on LDAP/SSO Server configuration
- Experience working in an agile environment and preferably Scaled Agile (SAFe)
- Support in agile product development from the innovative business idea to the implemented solution based on ServiceNow.
Relevant Experience - 8-14 years ServiceNow working experience including architecture design, development and implementation.
- Strong experience in ITSM, ITBM, Virtual agent, Agent Chat, NowMobile, Agent Mobile, Voice Assist, Integration etc.
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