ServiceNow Ops Manager

Must Have Experience

 A self-driven individual who would be accountable for managing & driving ServiceNow Operations team end-to-end.

 Supervisory skills and the ability to leverage support from other parts of the organization.

 Ability to work with all levels of client and internal resources.

 Ability to organize, delegate, and leverage resources to accomplish objectives.

 Maintaining and delivering quality metrics, progress and status reporting to customer.

 Create and track a plan to deliver the program goals, including the technical implementation plan for Operations Team.

 Scope (requirements)/ backlog management, quality management and risks and issues management

 Experienced of handling ServiceNow development / BAU team as Tech Lead.

 Able to manage a team with different skills set and give technical guidance to the team.

 Strong oral and written communication skills with the ability to communicate technical information in non-technical language.

 Flexible attitude and ability to interact with a diverse business user community and changing environment; comfortable with and excited about being part of the driving force behind organizational change management.

 Experienced in implementation of ITSM solution using industry best practices.

 Experienced of implementing ITSM + (one of ITOM, ITBM, GRC, CSM, HRSD)

 Hands-on development experience of ServiceNow scripting like Business Rule, Script include, Fix scripts workflows, UI Action, UI Policy, Client scripts, Email Inbound

 Good experience of Service Portal and widget creation

 Very good experience of REST and SOAP based integration, scripted REST and SOAP API creation.

 Knowledge of Authentication via Auth 2.0, certificates and Mid Server

 Implemented ServiceNow project in Domain separated instance.

 Experienced in implementation on ServiceNow Discovery, Service Mapping, Event Mgmt and Orchestration use cases.

 Good knowledge of MID Server installation and management

 Experience of custom applications development

 Experience of LDAP/Active Directory/SSO implementation

 Knowledge of Flow Designer, Integration Hub and Orchestration use case implementation.

Good to have Experience

 Experience in working on Performance Analytics

 Design and modification of ServiceNow Service Portal.

 Review existing set up and provide best practice recommendations inline with the OEM.

 Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features.

 Experience with HTML coding and Jelly script strongly preferred

Academic and Professional Experience

Professional

 5+ years of experience with ServiceNow required.

 8+ years of experience with IT Industry required.

Academics

 Certified System Admin

 CIS-ITSM, Certified Application developer, CIS-Discovery, CIS-Service Mapping

 ITIL Foundations certification is preferred.

 Bachelor’s degree or equivalent combination of education and experience.