Technical Specialist - Service Management (SNO)

Microland Limited; Bengaluru; On-site; INR 1,500,000 - 2,600,000; Full time

Job summary

Microland Limited in Bengaluru is seeking a Technical Specialist - Service Management (SNO) to lead ServiceNow ITSM initiatives. You will drive incident, problem, change, and request management, collaborating with cross-functional teams to optimize service delivery.

Responsibilities include platform implementation, process improvement, and training. Proficiency in JavaScript, Glide scripting, AngularJS, REST APIs and ITIL practices is required to deliver high-quality ITSM solutions.

Qualifications

• Bachelor's degree or diploma in computer science or IT or equivalent.
• Strong ITSM and ServiceNow platform knowledge.
• Excellent communication and collaboration skills.

Responsibilities

• Lead end-to-end implementation of the ServiceNow ITSM platform, including requirements gathering, design, configuration, and customization.
• Collaborate with cross-functional teams to ensure integration with existing tools and processes.
• Configure and customize workflows, forms, fields, notifications, and automation within ServiceNow.
• Develop and implement ITIL-based ITSM processes and continuously monitor for optimization.
• Lead and mentor a team of ServiceNow administrators, analysts, and support staff.

Skills

Behavioral Aptitude

IT Service Management

Communication

Documentation

Execution Excellence

Time Management

Collaboration

JavaScript

Glide scripting

AngularJS

REST API

SOAP

ServiceNow

Education

Bachelor's degree/diploma in CS/IT

Tools

ServiceNow

JavaScript

Glide scripting

AngularJS

REST API

SOAP

Job description

Technical Specialist - Service Management (SNO)

Posted 10 days ago

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Job Description :

Education Qualification :

Bachelor's degree/diploma in computer science or information technology or equivalent

Skills

• Primary -> Behavioral | Aptitude | Good analytical skills, ability to under biz outcomes and find ways to deliver. | 3 - Experienced
• Primary -> Technology | Service Management | 5 - Expert
• Secondary -> Behavioral | Communication | Strong communication skills | 3 - Experienced
• Secondary -> Technology | Documentation | Experience in good quality documentation | 3 - Experienced
• Tertiary -> Behavioral | Execution excellence | Drive high quality in all aspects of work activities | 3 - Experienced
• Tertiary -> Behavioral | Time management | Adapt at managing time to deliver on commitments and improvise to find ways to fast track | 3 - Experienced
• Tertiary -> Behavioral | Collaboration | Ability to collaborate with multiple stakeholders for deliverables | 3 - Experienced

Certification :

Technology | ServiceNow certification(s) such as Certified Implementation Specialist (CIS) in IT Service Management or equivalent and ITIL Certified | Mandatory

The ServiceNow ITSM Lead is a pivotal role responsible for overseeing the implementation, maintenance, and continuous improvement of the ServiceNow IT Service Management (ITSM) platform within the organization. The ITSM Lead plays a crucial role in enhancing IT processes, optimizing service delivery, and ensuring efficient incident, problem, change, and request management.

Responsibilities

Platform Implementation and Management

• Lead the end-to-end implementation of the ServiceNow ITSM platform, including requirement gathering, design, configuration, and customization.
• Collaborate with cross-functional teams to ensure successful integration of the ITSM platform with existing tools, systems, and processes.
• Configure and customize workflows, forms, fields, notifications, and automation within the ServiceNow platform.

Process Improvement

• Analyze and assess current ITSM processes to identify gaps, bottlenecks, and areas for improvement.
• Develop and implement best-practice ITIL processes within the ServiceNow ITSM framework.
• Continuously monitor and evaluate ITSM processes, making recommendations for optimization and efficiency gains.

Incident, Problem, Change, and Request Management

• Define and maintain incident, problem, change, and request management processes and workflows.
• Ensure timely and effective handling of incidents, problems, changes, and service requests, adhering to defined SLAs and OLAs.
• Provide guidance and support to the IT support team for complex incidents, problems, and changes.

Service Catalog and Portal Management

• Design and manage the service catalog, defining service offerings and service request workflows.
• Create and maintain an intuitive and user-friendly self-service portal for end-users to submit service requests and access information.

Reporting and Analytics

• Develop and generate regular and ad-hoc reports and dashboards to monitor ITSM performance, key metrics, and KPIs.
• Provide data-driven insights to stakeholders for informed decision-making and continuous improvement.

Stakeholder Collaboration

• Collaborate with internal and external stakeholders, including IT teams, business units, and vendors, to gather requirements and ensure alignment of ITSM initiatives with business needs.

Training and Documentation

• Develop training materials and conduct training sessions to educate end-users, IT staff, and stakeholders on ITSM processes and the ServiceNow platform.
• Maintain thorough documentation of ITSM processes, workflows, configurations, and changes.

Leadership and Team Management

• Lead and mentor a team of ServiceNow administrators, analysts, and support staff.
• Provide guidance, performance feedback, and support for professional development.
• Proficiency in JavaScript, Glide scripting, AngularJS, REST API, SOAP, and integration techniques.