Servicenow Architect

Job Title  ServiceNow Transformation Expert
Location  Hyderabad, Telangana, India Job model Hybrid.

Dsm-firmenich is currently running a project to merge two existing ITSM tools (ServiceNow and BMC Remedy) to deploy our future GES Global enterprise services platform to server our 30K+ users. Our new platform is ServiceNow (SN) and we aim to make this platform our one stop shop to deliver any global enterprise services through this solution.

The on-going enterprise service management (ESM) project is mostly a lift and shift activity with minor adjustments to existing processes and to build the foundation of one harmonized ESM platform. Our ambition is then to transform the migrated GES offerings through a reshaping of potential ServiceNow solutions and integrations to bring the user experience and digitalization to the next level.

Key Responsibilities:

• Participate in enterprise service management (ESM) projects and collaborate with other SM process owners and technical experts to shape the future of our global enterprise services.
• Act as a functional expert in the approach of new IT and business processes and their implementation for all service delivery unit (SDU) in GES Global enterprise services”: IT, HR, Finance, Purchasing and various other custom applications.
• Instill ServiceNow platform best practices for all subscribed solution packages. Advice on greater usage of existing licensed capabilities to deliver added value to the business and propose transformational approaches to migrated service offerings, by influencing behavior and driving the change. Make usage of recent capability additions to the SN platform.
• Collaborate closely with the third-party platform support team, ServiceNow process owners, SDU support teams and other ServiceNow SME
• Support insights into end-to-end performance, monitoring, analysis and reporting on existing processes and solutions.
• Participate in platform audits, report findings and improvements, participate in the enhancements of identified topics.
• Ensure knowledge is identified, created, maintained, and published and review the knowledge on process and quality aspects. 

We bring

• An open, trusted, and flexible work environment that empowers people to take accountability for their work and own the outcome.
• A space to grow by encouraging and supporting curiosity and an open mindset.
• A culture that prioritizes safety and well-being, both physically and mentally.
• Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity.
• A firm belief that working together with our stakeholders and suppliers is the key to achieving great things.
• An eagerness to be one team and learn from each other to bring progress to life and create a better future.
  

You bring

• Proven skills (ServiceNow certifications), Min. 10 years of experience in this field. Platform architectural insights, and related business opportunities knowledge
• Technical expert in ServiceNow with a broad understanding of the platform and its capabilities, in various SN offerings in ITSM and other products (e.g. Finance, Purchasing, HR, automation, integrations, virtual agent, employee center).
• Strong interpersonal, critical thinking organized and methodical, able to work independently.
• Good influencing and negotiation skills, confident in dealing with conflicting interests of the various stakeholders throughout the hierarchy.
• Can influence without authority, excellent presentation skills of own ideas and proposals (including ppt creation)
• Demonstrate tact and diplomacy to maintain successful working relations.
• Able to collaborate across multiple stakeholders, departments, and countries, working in a global and multicultural organization.
• Able to operate effectively in a matrix organization by overcoming silo thinking, see the big picture.