ServiceNow Developer

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Job Title: ServiceNow Developer ( ITAM & CMDB )

Job Location: Hyderabad

General Summary:

The ITIL Business Process Analyst will lead and facilitate process improvement activities in the IT Operations organization, using industry-standard frameworks such as the IT Infrastructure Library (ITIL) to drive operational excellence, efficiency, quality, and customer satisfaction.

• Provides ITIL infrastructure domain expertise to develop, improve, integrate, measure, and report on operational processes, emphasising continuous service improvement.
• Acts as a central point to manage the development and delivery of the overall ITIL process involving Asset Management.
• Manage inventory of assets and CIs (including attributes and dependencies); ensure that the teams in charge properly record additions, modifications, and withdrawals of existing ones in the tools to ensure compliance with the vendor contracts.
• Manage the lifecycle of software and hardware models in the DML, from their introduction to their retirement.
• Design, implement and improve processes related to software and hardware asset management.
• Verify and audit CMDB and DML content: check the conformity of hardware assets with actual inventory, verify software assets with license contracts, and initiate and track corrective actions.
• Manage activities related to license compliance audits to answer requests from software editors.
• Produce and distribute reports on existing assets and CIs and their current status, including compliance reports, and conduct trend analyses.
• Enable and champion an IT service culture.
• Oversees development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives.
• Leads and facilitates the effective implementation and delivery of capabilities supporting ITSM processes using industry standard methodologies.
• Champion and promote ITIL process improvements on an ongoing basis to improve quality and customer satisfaction with IT services continually.
• Review service metrics (KPIs) that identify the success of the services being used to recommend and coordinate implementation of changes to ITSM services to improve metrics.
• Develop and manage key program metrics, reports, and dashboards.
• Coordinate inter-process changes with process owners.
• Coordinate continuous quality improvement programs and ensure accountability to processes.
• Measure the effectiveness of and recommend pre- and post-implementation strategies for enhancing ITIL Processes required to support the organizations needs.
• Facilitate standards of process documentation, definition, and education, ensuring coordination of effort and key inputs and outputs of all processes, so they are integrated effectively.
• Facilitate meetings between departments for interrelated processes to ensure desired process integration and overall consistency and effectiveness across the enterprise.
• Conducted one-on-one interviews and brainstorming sessions with various multi-functional groups and domain experts to create end-to-end process narratives, process flow diagrams, and documentation on roles and responsibilities.
• Coordinate/assist with training sessions for the new processes and systems.
• Coordinate service, process, and procedure rollouts and track and report progress on adoption.
• Coordinate/assist with critical issues of incidents and problems affecting production services.
• Assist in the oversight of the day-to-day execution of asset management activities.

• A bachelor s degree in computer science, information technology, or business administration is required in a related field or equivalent.
• Minimum 5 years of experience in ServiceNow Development and specifically in CMDB & ITAM

• Include demonstrated competencies and physical, mental, & interpersonal skills.
• Ability to work independently with minimal supervision.
• Ability to manage multiple tasks simultaneously.
• Good interpersonal and communication skills