Virtusa - ServiceNow Technical Consultant

Job Description :

Specific Responsibilities :

1. System Integration :

- Design, build, and maintain REST/SOAP web service integrations to connect ServiceNow with internal on-premises systems (Active Directory, legacy ticketing tools, monitoring systems, and email gateways).

2. Data Migration :

- Extract, transform, clean, and import legacy historical data (incidents, changes, CIs, user records) using Import Sets, Transform Maps, and staging tables.

3. Testing & Quality Assurance :

- Lead System Integration Testing (SIT) and support User Acceptance Testing (UAT); rapidly remediate defects and log release notes.

4. Go-Live & Hypercare Support :

- Oversee technical cutover activities during deployment, providing rapid-response L2/L3 troubleshooting during the initial operational rollout.

5. Documentation & Knowledge Transfer :

- Develop comprehensive technical architecture documentation, system administration guides, runbooks, and conduct hands-on operational training for internal IT administrators.

6. System Maintenance :

- Ensure the successful planning, design, and implementation of ITSM modules to meet business objectives and operational requirements across all systems used in the bank.

- Ensure that a detailed impact analysis of any issue is carried out and viable solution is recommended with the help of the respective application vendors if required.

- 24/7 availability on issues and scheduled & unscheduled activities.

7. System Enhancements :

- Collaborate with bank management, IT teams, and other stakeholders to prioritize initiatives and drive adoption of best practices in ITSM.

- Must ensure to use the Banks methodology for any enhancements undertaken.

- Come up with appropriate solutions to support line managers in making decisions and using the right methodology during any development or issue resolution.

- Review the architecture, the design, specifications and technical documents related to any enhancement or change to ensure adherence to requirements and compliance with Bank Muscat standards.

- Research and evaluate emerging technologies and trends and suggest course of action to line managers.

Professional Certifications :

- Mandatory : ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS) in IT Service Management (ITSM).

- Frameworks : ITIL v4 Foundation Certification (Managing Professional level is a distinct advantage).

Technical & Professional Experience :

- Total Experience : Minimum of 6 - 8 years of progressive experience in IT Service Management and IT Operations.

- ServiceNow Hands-On Experience : Minimum of 4 - 5 years of dedicated, hands-on experience in configuring, customizing, and administering ServiceNow platforms.

- On-Premises Expertise : Proven, direct experience with on-premises (self-hosted) ServiceNow deployments, including MID Server topologies, local server/network configurations, database architectures, and local network security protocols.

- Development Skills : High proficiency in JavaScript, HTML, CSS, XML, JSON, AngularJS, Web Services (REST/SOAP), and database queries (SQL).

- Integration Knowledge : Hands-on experience integrating ServiceNow with enterprise monitoring systems, Active Directory/LDAP, and third-party IT tools.