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8 Technicolor Jobs
ServiceNow Platform Manager
6-11 years
Bangalore / Bengaluru
1 vacancy
ServiceNow Platform Manager
Technicolor
posted 11d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Job Description :
Key Responsibilities
1. Platform Administration:
1. Platform Administration:
- System Configuration: Manage and maintain the overall health of the ServiceNow platform including updates, patches, and system upgrades.
- User Management: Administer user accounts, roles, and permissions to ensure secure and compliant access to the platform.
- Performance Monitoring: Monitor system performance, troubleshoot issues, and implement solutions to maintain optimal platform performance.
- Data Management: Ensure data integrity, import/export data, and manage data segregation as required .
2. Enhancement and Development:
- Custom Application Development: Design, develop, and implement custom applications and workflows on the ServiceNow platform.
- Integration: Integrate ServiceNow with other enterprise systems and third-party applications to enhance its functionality.
- Automation: Develop scripts and use ServiceNow s automation capabilities to streamline processes and improve efficiency.
3. Module-Specific Expertise:
IT Asset Management (ITAM):
IT Asset Management (ITAM):
- Asset Tracking: Manage and track IT assets throughout their lifecycle, from procurement to disposal.
- Compliance: Ensure asset compliance with organizational policies and regulatory requirements.
- Inventory Management: Maintain accurate inventory records and generate reports for asset management.
IT Operations Management (ITOM):
- Event Management: Configure and manage event management processes to detect, diagnose, and resolve incidents.
- Service Mapping: Implement and maintain service mapping to visualize dependencies and relationships between IT services.
- CMDB Management: Ensure the accuracy and completeness of the Configuration Management Database (CMDB).
IT Service Management (ITSM):
- Incident Management: Oversee the incident management process to ensure timely resolution of incidents.
- Problem Management: Implement problem management processes to identify root causes and prevent recurrence of issues.
- Change Management: Manage change requests and ensure changes are implemented with minimal disruption.
- Request Fulfilment: Streamline the request fulfillment process to improve user satisfaction and efficiency.
Governance, Risk, and Compliance (GRC):
- Policy Management: Develop and enforce policies to ensure compliance with regulatory and organizational standards.
- Risk Assessment: Conduct risk assessments to identify and mitigate potential risks.
- Audit Management: Manage internal and external audits, ensuring all compliance requirements are met.
Chatbot:
- Chatbot Development: Design, implement, and maintain chatbot functionalities to provide automated support to users.
- Natural Language Processing (NLP): Utilize NLP capabilities to improve chatbot interactions and user experience.
- Integration: Integrate the chatbot with other ServiceNow modules and external systems for comprehensive support.
Self-Service Portal:
- Portal Design: Design and manage the self-service portal to provide a user-friendly interface for service requests.
- Content Management: Ensure the portal contains up-to-date and relevant content to assist users.
- User Experience: Continuously improve the user experience based on feedback and usage analytics.
Service Catalogue:
- Catalogue Management: Develop and maintain the service catalogue, ensuring it reflects all available services.
- Service Requests: Streamline the service request process to enhance user satisfaction and efficiency.
- Approval Workflows: Configure and manage approval workflows to ensure timely processing of service requests.
4. Collaboration and Communication:
- Stakeholder Engagement: Work closely with stakeholders to gather requirements and translate them into technical solutions.
- Training: Provide training and support to end-users and other stakeholders to maximize the platform s value.
- Documentation: Maintain detailed documentation of configurations, processes, and procedures.
5. Continuous Improvement:
- Innovation: Stay updated with the latest ServiceNow features and best practices to drive continuous improvement.
- Feedback Loop: Implement a feedback loop to gather input from users and stakeholders for ongoing enhancements.
- Metrics and Reporting: Develop and monitor metrics to measure the effectiveness of the ServiceNow platform and its processes.
Scripting Skills
JavaScript:
- Core Language: Proficiency in JavaScript as its the primary scripting language used in ServiceNow.
- Server-Side Scripting: Experience with Glide API for server-side scripting (e.g., business rules, script includes, scheduled jobs).
- Client-Side Scripting: Understanding of client-side scripting for UI policies, client scripts, and catalog client scripts.
- Asynchronous JavaScript: Knowledge of handling asynchronous operations using callbacks, promises, and async/await.
HTML/CSS:
- HTML: Ability to create and manipulate HTML structures for UI pages and widgets.
- CSS: Styling components using CSS to ensure consistent and visually appealing UI.
AngularJS:
- AngularJS Framework: Experience with AngularJS as its used in ServiceNow for creating custom applications and widgets in the Service Portal.
AJAX:
- AJAX Calls: Proficiency in using AJAX for asynchronous server requests to enhance the user experience without reloading pages.
Technical Skills
ServiceNow Platform Knowledge:
- ServiceNow Modules: Deep understanding of key modules including ITSM, ITOM, ITBM, GRC, HRSD, and custom applications.
- ServiceNow APIs: Familiarity with ServiceNow REST and SOAP APIs for integrating with other systems.
- Update Sets: Knowledge of creating and managing update sets for moving configurations between instances.
Database and Data Management:
- Relational Database Management: Understanding of relational database concepts, especially ServiceNow s table structure.
- SQL: Basic knowledge of SQL for query writing and data manipulation.
- Data Import/Export: Skills in importing/exporting data using Import Sets, Transform Maps, and Data Sources.
ServiceNow Development:
- Forms and Lists: Customizing and configuring forms and lists, including related lists and form sections.
- UI Actions: Creating and managing UI actions like buttons and links to trigger scripts.
- Notifications: Configuring email and SMS notifications using notification templates and events.
- Workflows: Designing and implementing workflows using the ServiceNow Workflow Editor.
- Flow Designer: Using the Flow Designer for creating automated processes and integrations without coding.
Security and Access Control:
- ACLs: Creating and managing Access Control Lists (ACLs) to control access to records and fields.
- Roles and Permissions: Understanding of role-based access control (RBAC) and managing user roles and permissions.
Integration and Web Services:
- IntegrationHub : Experience with IntegrationHub for building integrations with third-party systems.
- MID Server: Setting up and configuring MID Servers for secure communication with external systems.
- Data Sources: Creating and managing data sources for importing data from various sources.
Version Control and Deployment:
- Version Control: Familiarity with version control systems like Git for managing codebase.
- CI/CD: Understanding of continuous integration and continuous deployment (CI/CD) processes for ServiceNow.
Problem-Solving and Debugging:
- Debugging: Proficiency in using debugging tools and techniques to troubleshoot and resolve issues.
- Problem-Solving: Strong analytical skills to diagnose problems and develop effective solutions.
Additional Skills
Agile/Scrum Methodologies:
- Experience working in Agile or Scrum environments to manage and deliver projects in iterations.
Communication:
- Excellent communication skills to collaborate with stakeholders, gather requirements, and provide training or support.
Documentation:
- Ability to create detailed technical documentation and user guides for developed solutions.
This role requires a hands-on approach and the ability to work independently to ensure the ServiceNow platform meets the organization s needs efficiently and effectively.
Qualifications
- Experience: Proven experience with ITAM, ITOM, ITSM, GRC, Chatbot, Self-Service Portal, and Service Catalogue modules.
- Certifications: ServiceNow Administrator and Developer certifications are highly desirable.
- Problem-Solving: Excellent analytical and problem-solving skills.
- Communication: Strong communication and interpersonal skills to effectively interact with stakeholders at all levels.
- Education: Bachelor s degree in computer science, Information Technology, or a related field.
Recommended Certifications
ServiceNow Certified System Administrator (CSA):
- Validates foundational knowledge of the ServiceNow platform and its capabilities.
ServiceNow Certified Application Developer (CAD):
- Demonstrates advanced skills in designing and creating applications in ServiceNow.
Other Specialized Certifications:
- ITSM, ITOM, HRSD, GRC, or other specialized certifications based on the developer s focus area.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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