About the role
Roles & Responsibilities
Solution Design and Architecture:
• Lead the design and architecture of ServiceNow solutions encompassing IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM).
• Define technical requirements, solution architecture, and system integrations to deliver scalable and sustainable ServiceNow implementations.
• Provide expertise in ServiceNow modules such as Incident Management, Change Management, Problem Management, Service Catalog, Service Mapping, and ServiceNow Discovery.
Requirements Gathering and Analysis:
• Work closely with stakeholders to gather and analyze business requirements.
• Translate business needs into technical requirements and design solutions aligned with organizational objectives.
• Conduct workshops, interviews, and assessments to identify opportunities for process improvement.
Platform Customization and Development:
• Customize and configure ServiceNow platform components to meet specific business needs, including UI configurations, workflows, forms, and automation scripts.
• Develop custom applications, business rules, script includes, and integrations using ServiceNow development tools (e.g., Scripting, UI Policy, Business Rules, REST APIs).
• Implement and maintain integrations with third-party systems and applications, ensuring data integrity and seamless flow of information.
• Integrate ServiceNow with enterprise systems and applications, including ERP, CRM, HRIS, and other business-critical platforms, using integration technologies such as REST, SOAP, and MID Server.
• Design and implement ServiceNow workflows to automate business processes and streamline cross-functional workflows across departments.
Migration and Upgrade:
• Plan and execute ServiceNow platform migrations and upgrades, ensuring minimal disruption to business operations and maximum utilization of new features and enhancements.
• Develop migration strategies, data mapping, and data transformation plans to facilitate smooth transition from legacy systems to ServiceNow.
MID Server Deployment and Management:
• Architect and deploy MID Servers to facilitate secure communication between ServiceNow instances and on-premises systems.
• Configure and manage MID Server clusters to ensure high availability, scalability, and performance.
Configuration and Administration:
• Configure and administer ServiceNow instances, including instance settings, user roles and permissions, and system properties.
• Manage CMDB configuration, CI classes, and relationships to ensure accurate and up-to-date configuration data.
• Perform routine maintenance tasks, such as patching, upgrades, and performance tuning, to optimize ServiceNow platform performance and stability.
IT Asset Management (ITAM):
• Design and implement ITAM processes for effective lifecycle management of IT assets.
• Define asset management policies, standards, and procedures to ensure compliance and cost optimization.
• Implement asset tracking and inventory management capabilities within ServiceNow, integrating with procurement and financial systems as needed.
IT Service Management (ITSM) and IT Operations Management (ITOM):
• Architect and implement ITSM processes and workflows in ServiceNow, aligning with ITIL best practices.
• Design and implement ITOM solutions, including Service Mapping, Event Management, and Orchestration, to enhance visibility and control over IT infrastructure.
Integration and Business Flows:
• Analyze business requirements and design end-to-end business flows and processes in ServiceNow, ensuring alignment with organizational goals and objectives.