The Company :

Crum & Forster (C&F), with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies.

Approaching $ 6 billion in written premium as of 2024, C&F enjoys an A (Excellent) financial strength rating by A.M. Best.

C&F is part of Fairfax Financial Holdings, a global organization with $33.3 billion in revenue as of 2024.

Crum & Forster Services India (CFSI) is an India subsidiary of Crum & Forster Inc. For more information about Crum & Forster, please visit our website : www.cfins.com.

Key Responsibilities :

- Act as both Subject Matter Expert (SME) and Delivery Lead for ServiceNow programs across ITSM, ITOM, and CMDB modules.

- Engage with business stakeholders to gather, analyze, and translate requirements into scalable ServiceNow solutions.

- Oversee end-to-end ServiceNow delivery including planning, execution, governance, and reporting.

- Work closely with development and testing teams to ensure solution quality and adherence to best practices.

- Facilitate Agile ceremonies including sprint planning, stand-ups, backlog refinement, reviews, and retrospectives.

- Coordinate with global stakeholders to manage communications, expectations, and delivery alignment.

- Define and enforce ServiceNow governance models, coding standards, and delivery frameworks.

- Provide technical and functional SME guidance on ServiceNow platform capabilities, ITIL processes, and CMDB governance.

- Track delivery metrics, risks, and dependencies while ensuring continuous process improvements.

- Mentor and guide delivery teams while fostering collaboration and efficiency.

Required Skills & Technologies :

- Deep expertise in ServiceNow modules : ITSM, ITOM, CMDB, Discovery, and Service Mapping.

- Strong understanding of ServiceNow architecture, workflows, scripting, and integrations.

- Experience with Agile/Scrum project management and delivery methodologies.

- Ability to conduct requirement workshops, analyze business needs, and translate them into technical designs.

- Proficiency in integration testing and delivery across REST APIs, SOAP, and third-party systems.

- Strong knowledge of ITIL v3/v4 processes and best practices for ServiceNow implementations.

Qualifications :

- Bachelors or Masters degree in Computer Science, Information Systems, or related field.

- Minimum 7+ years of ServiceNow experience with combined SME and delivery leadership responsibilities.

- Proven experience managing ServiceNow delivery in enterprise environments.

- ServiceNow Certified System Administrator (CSA) Mandatory.

- Preferred certifications : ITSM Implementation Specialist, ITOM Implementation Specialist, Agile/Scrum Master certification.

- Excellent leadership, stakeholder management, and communication skills.

Preferred Experience :

- Experience acting as both SME and Delivery Lead in large-scale ServiceNow programs.

- Hands-on involvement in requirement workshops, design sessions, and solution validation.

- Strong knowledge of CMDB governance, ITOM implementations, and enterprise integrations.

- Exposure to global delivery environments and multi-stakeholder coordination.

- Ability to mentor and guide teams while driving knowledge sharing across the organization.