Deloitte | India Offices of the US

This role is for a ServiceNow Assistant Manager. Expectation: Subject matter expert for several ServiceNow implementations, Team Lead experience, including ITIL process implementation over ServiceNow.

Work you’ll do.

• Create, configure, and lead ServiceNow ITOM/ITAM/CMDB technical implementations.

• Create and configure script objects such as Business Rules, Script Includes, UI Policies and Actions, Client Scripts, and ACLs.

• Set up interfaces between ServiceNow and other platforms in line with integration opportunities identified by Solution Architects.

• Perform system and integration testing.

• Configure MID Servers and integrate them with diverse network devices, servers, and applications for automated asset discovery.

• Define and deploy service maps to visualize relationships between IT components and ensure proactive incident management.

• Recommend Administration settings and best practices.

• Create documentation of the developments, unit test cases, and implementation plans.

• Work effectively in diverse teams within an inclusive team culture where people are recognized for their contributions.

• Should have good integration experience using either one of the following – REST / SOAP / API / Web services.

• Hands-on technical delivery including required documentation of cost-effective Service-Now solutions and ability to create and Modify Workflows.

• Hands-on design, development, and deployment experience with the Service-Now platform.

• Hands-on migrating data from different tools into ServiceNow.

• Good at creating required information for Reporting and Dashboards

• Knowledge of ITIL methodologies and processes.

• Understand network and system administration principles with practical experience in device discovery and troubleshooting.

• Possess in-depth knowledge of ServiceNow ITOM modules, ITAM modules, CMDB, scripting languages (JavaScript, Jelly), and integration capabilities.

• Strong technical skills regarding technical topics and remote collaboration skills are critical to this role.

• Demonstrates an ability to deliver on project commitments.

• Produces work that consistently meets quality standards.

• Must have knowledge of CMDB management and administration and the Common Service Data Model (CSDM).

• Must have knowledge of ITAM and ITOM modules in ServiceNow.

• Should have hands-on experience in Business Rules, Script Include, ACLs, and all server-side scripting in best practice.

• Knowledge of Domain separation in ServiceNow is an add-on.

• Experienced in leading a large technical team for ServiceNow implementations.

• Good Communication and presentation skills, Client handling.

• Define and deploy service maps to visualize relationships between IT components and ensure proactive incident management.

• Good at creating required information for Reporting and Dashboard.

• Strong written and verbal communication skills with the ability to present to IT and business leaders.

• Experience working with geographically distributed and culturally diverse work groups.

• Design, Development, and Implementation of ServiceNow ITOM, ITAM, CMDB management, and Commons Service Data Model (CSDM).

• Should have a good understanding of Agile/SAFe Methodologies.

• Perform workflow design, configuration, development, and data loads for ServiceNow platform, (ServiceNow) applications.

• Responsible for programming workflow, enhancements, and integrations with ServiceNow platform applications.

• Hands-on experience with ITOM products like Discovery, Service Mapping, and Event Management

• Hands-on experience with ITAM – IT Asset Management modules

• Hands-on with CMDB management and administration and Common Service Data Model (CSDM)

• Should have REST/SOAP Web Services integration experience.

• Good to have knowledge of the following ServiceNow applications.

• Discovery – On-Premises & Off- Premises

• ServiceNow Orchestration

• ITOM - IT Operations Management

• ServiceNow Event Management

• Integration and ServiceNow Scripting (Glide, (JavaScript, Ajax, XML, JSON, etc. HTML and CSS))

• Maintain pace with ServiceNow versioning.

• Maintain and adhere to source code, configuration management, release management, and software development best practices.

• Develop training materials and provide end-user or IT technician training on using the ServiceNow functionality.

• Provide in-person support daily to customers and team This will include direct interaction with the Executive staff and other key management.

• Maintain ServiceNow training and knowledge through self-learning and attending conferences and training.

• Responsible for proactive problem and risk management Triage and fixing defects found in the ServiceNow platform, applications, and workflows.

• Providing support/guidance to the development teams during the analysis, development, and testing processes.

• Reviewing the code to ensure the best standards and practices are implemented by the technical team.

• Reviewing and approving 3rd party and integration solution architecture based on established enterprise application strategy.

• Defining and validating non-functional (technical) requirements and establishing traceability between requirements and application architecture/design.

• End-to-end ownership of solutions for current & new opportunities (starting from requirement analysis to proposal delivery).

• Working with SMEs, Leads, Managers, Resources & Project/Delivery Managers (in case of specific inputs for solution) on finalizing the solution and estimates.

• Work with Project/delivery managers to build POC (proof of concept), prototype, and sample development.

• Work with project/delivery managers to devise the timeline/schedule for executing the project.

• Working as a bridge between the Client & Delivery team during the transition of the won opportunities. And supporting the delivery team in the initial stages of the Discovery Phase, including discovery agenda finalization, facilitation of material preparations, dry runs, and actual engagement.

• Timely & quality delivery of opportunities

• Should have a good understanding and should be up to date on ServiceNow's latest releases, features, and issues.

• Should always align with the best practices and thrive towards an innovative solution. Should have a niche understanding of the ITIL processes and should be able to relate to the stakeholder requirements.

• Understand network and system administration principles with practical experience in device discovery and troubleshooting.

• Possess in-depth knowledge of ServiceNow ITOM modules, scripting languages (JavaScript, Jelly), and integration capabilities.

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Experience: 6-8 years

Work location: Hyderabad/Bengaluru/Pune

Shift Timings: 11am- 8 pm

• At least 5-6 years of experience in ServiceNow ITAM/ITOM/CMDB implementations.

• At least 2-3 years of ServiceNow team lead experience.

• ServiceNow scripting experience using JavaScript, HTML, CSS, XML, and REST/SOAP Web Services.

• Understanding and experience of Business Rules, Script Includes, UI Actions, and all scripted aspects of ServiceNow.

• Hands-on with ITAM products like Hardware Asset Management, Software Asset management

• Hands-on with ITOM products like Discovery, Service Mapping, and Event Management.

• Hands-on with CMDB management and administration and Common Service Data Model (CSDM)

• Strong knowledge of integrations and migrations.

• Strong understanding of ServiceNow administration settings.

• Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations

• Performs well in an agile environment with constant feedback and interaction with the team.

• Ability to accurately estimate the level of effort/duration on projects and tasks.

• Strong knowledge of application development life cycle

• Demonstrated ability to stay current with development best practices, existing and emerging technology platforms, and industry trends

• Experience with formal software development methodologies, with a focus on Agile

• Configure MID Servers and integrate them with diverse network devices, servers, and applications for automated asset discovery.

Certifications

• ServiceNow Certified Systems Administrator is a must.

• ServiceNow Implementation Specialist & CAD is a great bonus.

• High degree of technical expertise in relevant areas

• Team Orientation and Team lead

• Motivated team player willing to learn from others

• Analytical, logical, thorough and methodical

• Problem management skills

• Able to work without supervision using their initiative to be creative in solution design

• Excellent interpersonal manner, communication skills & customer focussed

Education/Other: Bachelor’s Degree

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