Must-Have Technical Comptency :

- 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 and one complete Implementation lifecycle for ServiceNow.

- Expertise ServiceNow deployments, ITSM migrations, conslidations, 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 Specilist 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 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 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.

a. Estimate effort, Work with the product sponsor to prioritize the user stores.

b. Do sprint planning.

c. 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.