Krones - ServiceNow ITOM Expert

Who are we looking for?

Krones Digital Solutions India (KDSI) is looking for a ServiceNow ITOM Technical Expert to work with Krones AG Group entities and partner stakeholders.

His/her task involves analyzing and documenting technical business requirements, designing efficient and scalable ITOM solutions, including workflows, integrations, and customizations and leading the implementation of ServiceNow ITOM module, with opportunities to work on other ServiceNow product topics.

The role will directly report to Head of ServiceNow, KDSI and will be based in Bangalore.

What are you in for?

Your responsibilities would include but are not limited to the below :

- Conducting technical demos, providing advanced training and support to end-users and driving continuous process improvement within the ServiceNow environment, focusing on ITOM.

- Lead the ServiceNow product roadmap for ITOM and support regular operations.

- Work closely with the business-facing team and the ServiceNow CoEI team in the Krones AG Group.

- Design and architect solutions within the ServiceNow platform specifically tailored to IT Operations Management (ITOM), ensuring that the solution meets business requirements.

- Lead the implementation and configuration of ServiceNow ITOM modules (e. Discovery, Service Mapping, Event Management, Certificate Management, etc.) for clients.

- Participate in process flow analysis and process redesign along with the Project Manager and Process owners.

- Customize workflows, forms and user interfaces within the ServiceNow platform based on business requirements, ensuring operational efficiency.

- Continuously monitor, assess and optimize the performance of the deployed ServiceNow ITOM solution, ensuring that it meets the desired operational goals.

- Ensure best practices are followed in development, configuration, and implementation.

- Regularly interact with business stakeholders to gather requirements, provide updates, and ensure that the solution is meeting operational goals.

- Develop and maintain documentation, including configuration guidelines, standard operating procedures (SOPs) and knowledge articles.

- Conduct demo & training sessions for end-users and other stakeholders

What is in it for you?

You are a part of a brand-new org. setup with a clean slate and a mission to build a People first organization.

You work beyond borders, with international teams seeking and imparting learning through shared/individual experiences and knowledge through the community.

What are we looking for? (Experience/Qualifications/Skillsets/Must-haves) :

Qualifications :

Bachelors degree in engineering/computer science/mathematics/physics or a comparable qualification with 10 - 14 years of total experience and 6 - 8 years of relevant ServiceNow experience.

Must haves :

- ITOM Process Implementation or Project support experience of minimum 2 projects.

ITOM Modules Experience :

- Event Management

- Discovery Management

- CMDB

- Service Mapping

- Certificate Management

- Asset Management

- Integrations with third party tools like Active Directory, Azure AD, Monitoring tools (Splunk).

Certifications :

- Certified ServiceNow System Administrator (CSA) Must have

- Certified Implementation Developer (CAD) Good to have

Experience :

- Experience designing and architecting solutions at an enterprise level.

- Expected hands on with all ServiceNow components such as Client Script, Business Rules, UI Actions, UI Pages, UI Policies, UI Scripts, Script Actions, REST APIs, Email Notifications, etc.

- Scripting languages (JavaScript, PowerShell, etc.) for customizing ServiceNow functionality.

- Experience with monitoring tools like SolarWinds, Nagios or similar platforms is a plus.

- Strong understanding of networking, server infrastructure, cloud environments (AWS, Azure) and systems integration.

- Knowledge of ServiceNow application development and customizations, including workflows, forms and reports.

- Experience with ServiceNow integrations with other enterprise tools (e. LDAP, SSO, SAP, etc.)

- Have worked on ServiceNow automated testing.

- Experience on strategy and product road map will be an added advantage.

Professional Attributes :

- Good interpersonal and organizational skills.

- Strong communication and facilitation skills with the ability to explain complex technical concepts to non-technical stakeholders.

- Ability to work independently and as part of a team.

- Experience in a consulting environment is preferred.

- Knowledge of Agile methodologies and project management practices.

- Collaborate with team to drive solutions forward and fostering a productive work environment.

- Ability to analyse, goal orientation, motivation, and a structured sustainable way of working