ServiceNow Technical Lead

ServiceNow Technical Lead

Roles and Responsibilities

• Deliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core System, and Applications.
• Deliver a high level of knowledge and customer service within the ITOM Suite as well as CMDB
• Should know the offerings available with ServiceNow ITOM Suite as well as CMDB.
• Event Management, Discovery, Service Mapping and Orchestration
• OMT, Flow Designer, Widgets
• Ability to architect, develop and convert customer legacy solutions into ServiceNow is a plus
• Implement IT Infrastructure Library (ITIL) processes, workflow customization, ticketing, process automation, report development, dashboard creation, and system configurations.
• Apply Agile software development practices for customizations to the platform and applications.
• Organizing and prioritizing development effort, interfacing with vendors and management, and potentially coordinating effort of additional administrators.
• Consider dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicable.
• Effectively manage and execute high level tasks assigned via 'stories.'
• Assists junior analysts through project(s) lifecycles.
• Manages work against an often-demanding timeline
• Communicates professionally and effectively, through verbal and non-verbal methods with business professionals and clients daily
• System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP
• Flexible and has the ability to manage multiple projects concurrently
• Deep functional and technical knowledge of the ServiceNow and demonstrable experience with ServiceNow platform navigation, administration, configuration, and scripting
• Understanding of ITIL concepts and IT Service Management practices (ITIL v3 certification a plus)
• Understanding of Agile based approach to software development (SCRUM experience a plus)
• Ability to work remotely and largely unsupervised, and to deliver to written requirements
• Effective communication skills via verbal and non-verbal methods
• Strong attention to detail
• Problem solving ability.

• Secondary Skills

• Experience in ServiceNow (ITSM, ITAM, CSM, ITOM, IRM, CMDB, OMT, Flow Designer)
• Understanding of the project delivery lifecycle and processes
• Practical experience in creation or modification of the relevant CSM, ITSM, ITAM, ITOM, IRM, toolset components Strong interpersonal skills with the ability to work well with all levels of staff
• Consultative and analytical approach
• Real world exposure to cloud technologies and S-a-a-S
• Proven experience implementing ITSM tools; demonstrated experience with Incident Management, Service Request Management, Problem Management, Change Management, Configuration Management and other ITIL process areas.