Project Developer - ServiceNow (3-5 yrs)

Key Responsibilities :

Service Delivery Management :

- Manage ITSM processes to deliver effective IT services aligned with business needs.

- Ensure seamless operations, customer satisfaction, and continuous improvement in service delivery.

Team Leadership :

- Lead production support teams in a 24/7 environment.

- Act as a servant leader, fostering collaboration, mentoring, and team development.

- Oversee incident management, from response to root cause analysis (RCA) and resolution.

Incident Management :

- Serve as a single point of contact for major incidents.

- Prioritize incidents based on urgency and business impact.

- Conduct root cause analysis and implement preventive measures.

Process Optimization :

- Identify automation opportunities to enhance efficiency.

- Apply ITIL best practices and establish continuous improvement cycles.

- Define and manage service level agreements (SLAs).

Client Engagement :

- Collaborate with stakeholders to align services with organizational goals.

- Act as the primary interface between technical teams and clients.

- Support business development and engage in expanding client relationships.

Project Management :

- Manage resources, budgets, scope, and timelines for ITSM projects.

- Ensure adherence to Statements of Work (SOW) and project metrics.

- Provide regular updates to clients and leadership on status and incidents.

Knowledge Management :

- Develop and maintain SOPs, FAQs, Knowledge Base Articles (KBAs), and resolution details.

Basic Qualifications :

Education: Bachelor's degree in Computer Science, Information Technology, or related field.

Experience: 8+ years in ITSM roles with exposure to ITSM tools like ServiceNow, BMC Helix, or JIRA Service Management.

Skills :

- Expertise in ITSM frameworks and tools (i.e. , ITIL).

- Proficiency in Agile and traditional project management principles.

- Advanced MS Office skills (Excel, Word, PowerPoint).

- Strong critical thinking, analytical, and problem-solving abilities.

- Excellent communication, interpersonal, and planning skills.

Preferred Qualifications :

- Education: Master's degree in IT, Computer Science, or Business Administration.

Certifications :

- ITIL Foundation/Intermediate Certification.

- PMP or PMI-ACP certification.

- PRINCE2 or Scaled Agile Framework concepts.

Experience :

- Managing IT services in complex, large-scale organizations.

- Working with cloud-based service delivery models.

- Managing AI/ML projects or programs.

Technical Knowledge :

- Advanced understanding of ServiceNow, BMC Helix, or similar platforms.

- Basic AI/ML and cloud computing fundamentals