Desired Competencies (Technical/Behavioral Competency)
Must-Have Technical Competency
• Experience as a Technical Lead
• Experienced in ITIL Process Definition, Integration Solutions, understanding Architecture solution
• Understanding customer business requirements and convert to functional requirements
• Responsible for reviewing requirements for accurate estimation
• Experienced in leading at least a couple of Implementation projects in ITSM area, ITOM, CMDB and integrations and one complete Implementation lifecycle for ServiceNow
• Lead ITOM implementations including Discovery schedules, MID Server management & troubleshooting.
• Architect integrations with retry logic, security controls & API governance.
• Ensure CMDB health through governance, audits & automated correction.
• Collaborate with application owners to build service maps & dependency models.
• Expertise ServiceNow deployments, ITSM migrations, consolidations, upgrades, integration with other third party tools, Orchestration, operational activities, Project Management expertise
• Review, and do proactive analyze and resolve application issues as needed
• Mentor and share technical knowledge/guidance to team
• Very good ITIL process knowledge and ability to evaluate and bring out the correlations and impacts with respect to customer requirements and ITIL / industry standards
• Must be certified with ServiceNow Systems Administrator, ServiceNow Implementation Specialist and ITIL V3 foundation
• Should possess good knowledge in Agile/Scrum methodology
Behavioral competency
• Handles customer meetings and provide weekly/monthly reports for customer as well as TCS management
• Good communication in orchestrating customer requirements/needs, solutions, customer responsibilities, risks, challenges and impacts
• Excellent team management skills to manage the project team and members
• Participate and provide feedback during planning meetings (i.e., pre-iteration, and retrospectives)
Good-to-Have
• Experience in ServiceNow custom application design and development
• Evaluate the tool stability and performance and provide recommendations
• Knowledge on new servicenow modules ( HRSD, SecOps, GRC, CSM, ITBM, Etc..)
• Preferred to have ServiceNow Implementation Specialist certification
• Abilities to manage conflicts that may arise with customers and/or TCS internal stakeholders
Responsibility of / Expectations from the Role
• Understand Architecture Solution for the implementation or Maintenance of ServiceNow platform
• Work with Architect and customers for the technical requirements, document them, play back and baseline
• Develop a design aligned with the Architecture (if applicable) and technical requirements
• Lead a team of ServiceNow developers, web designers, integration SMEs and QA analysts to build and deploy the applications meeting the customer requirements
• Perform Sprint activities (if agile) with the customer and the team:
• Develop User stories from the requirements
• Estimate effort, Work with the product sponsor to prioritize the user stores
• Do sprint planning
• Assign sprint activities to the team
• Advise Best Practices and provide technical solutions and/or workaround for the issues/requirements
• Track and share the status of sprint / user stories with the Project Manager
• Identify and manage risks and challenges
• Ensure the quality deployment of the product as per the design
• Ensure the security, resilience of the components as per the design
• Evaluate and identify the opportunities for continuous improvement in Delivery and/or in Design