Job Description
ServiceNow L3 Ops Lead Role
Basic Requirements:
Minimum 10+ years Relevant ServiceNow Experience. Total IT experience minimum 15 Years in ServiceNow operations.
Responsible for handling escalations, participates in escalation meetings and should be solution oriented in decision makings.
Have hands-on experience in working on modules like -- Telecommunications Service Management (TSM) and Telecommunications Service Operations Management (TSOM).
Must have experience working in Telecommunications sector.
Consult/guide the client with the best practices and solutions to new requirements, problem statements and roadmap for ServiceNow.
Should have managed a team of ServiceNow resources and is able to manage a team working remotely and on different time zones.
Experience in supporting the implementation, administration, configuration, and/or development of the ServiceNow tool.
ServiceNow Experience should include extensive scripting in ServiceNow, tool configuration, design work, technical configuration, and deployment.
Specifically, candidates should possess the skill to develop on the ServiceNow platform including the creation and/or customization of the core applications such as Incident, Problem, Change, Service Catalog and workflows.
System/Process Automation (Orchestration) experience. System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP
Experience with working or developing in any one of the following programming languages: JavaScript, CSS, HTML or HTML 5, Angular JS
Experience in working on ServiceNow Development using Agile/Scrum methodology.
Ability to communicate fluently with client stakeholders.
Flexible for rotational shifts including night shift.
Preferred Skills:
Understanding of Configuration Management as it relates to ITIL
Experience in the new ServiceNow scoped applications, Virtual agent, Performance Analytics, ATF, Predictive Intelligence, Agent Workspace, Mobile app etc.,
Web Services Integration (SOAP, REST, JSON, JDBC)
Experience implementing systems using the Agile/Scrum methodology
Fundamental knowledge of networking including TCP/IP ports and firewalls, network protocols, and IP networks
Strong communication, Strong presentation and writing skills.
Excellent troubleshooting skills with ability to demonstrate influence in a consultative fashion to stakeholders and other team members.
Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions
Minimum ServiceNow CSA/ CIS certified.
ITIL certification / CIS/ CAD ServiceNow certification is an advantage.
(1.) To effectively manage a team of project managers to ensure timely completion of all customer project deliverables assigned to each team member (2.) To provide required support to resolve escalated issues related to programs/projects undertaken and team performance (3.) To manage excellent relationships with customer/business units and ensure postive cusomer satisfaction for deliverables provided (4.) To implement best practices, develop processes/procedures and identify process efficiency measures so as to improve deliverables' quality & innovate global project management methodology with a view to maximise value provided to the business units (5.) To contribute to business growth through expansion of current service offerings and is accountabe for scope, buget and delivery of projects (6.) To monitor the progress of all projects and deliverables so as to submit weekly project status reports in a timely manner (7.) To review & analyse deliverable
