Job Description

Key Responsibilities:1. ServiceNow Solution Design and Implementation:

• Collaborate with key stakeholders to understand business objectives and processes.

• Design and implement scalable ServiceNow solutions that align with digital transformation goals.

• Customize and extend the platform to enhance efficiency, automation, and user experience.

• Optimize ITSM, ITOM, and CSM modules to meet evolving business needs.

2. Capabilities Enablement:

• Lead the effort to enable teams to maximize ServiceNow capabilities.

• Identify training needs, develop training programs for the team and users.

• Drive a culture of self-sufficiency and continuous improvement within the organization.

3. ServiceNow Development and CI/CD:

• Implement CI/CD practices to ensure a streamlined and automated development process.

• Maintain code quality, version control, and continuous integration for ServiceNow applications.

• Collaborate with development teams to deliver high-quality ServiceNow solutions.

4. IT Service Management (ITSM) and IT Operations Management (ITOM):

• Utilize deep product knowledge to optimize ITSM processes, including incident, problem, change, and release management.

• Review existing implementation and implement best practices and optimize ITSM workflows to enhance efficiency and compliance.

• Enhance operational visibility, event management, and orchestration to streamline IT operations.

• Work on CMDB and AIOps integrations to support predictive analytics and proactive incident resolution.

5. Customer Service Management (CSM):

• Design and implement CSM solutions that enhance the customer service experience.

• Drive and enable seamless case management, self-service portals, and knowledge management.

• Integrate CSM with other ServiceNow modules to create a unified customer service approach.

Qualifications:

• Bachelor\'s degree in Computer Science, Information Technology, or a related field (preferred).
• ServiceNow Certified Implementation Specialist (CSM, ITSM, ITOM) certification is essential.
• Proven experience in designing, developing, and implementing ServiceNow solutions.
• Deep knowledge of ITSM, ITOM, and CSM modules, as well as ServiceNow platform architecture.
• Proficiency in ServiceNow development and CI/CD practices.
• Strong analytical, problem-solving, and project management skills.
• Excellent communication, collaboration, and mentoring abilities.
• A track record of driving digital transformation initiatives.

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Cognizant