Job Description

Design, develop, and configure ServiceNow applications, modules, and custom solutions across ITSM, ITOM, CSM, OMT, Custom/Scoped Applications and other business areas.

Develop scripts, business rules, UI policies, script includes, and workflow automations using JavaScript, Flow Designer, Integration Hub, and Glide Scripting/APIs.

Service Portal development using CSS, Ajax, HTML is must

Build and maintain integrations with third-party systems using REST, SOAP, MID Server, and Integration Hub.

Administer and maintain the ServiceNow platform, including user management, instance upgrades, cloning, and performance monitoring.

Configure and manage CMDB, discovery, asset management, and other foundational ServiceNow components.

Implement and optimize security roles, access controls (ACLs), and data policies to ensure platform security and compliance.

Design and create reports, dashboards, and performance analytics to support business insights and decision-making.

Troubleshoot platform issues, perform root cause analysis, and implement fixes to ensure system stability and reliability.

Collaborate with business analysts, architects, and stakeholders to translate requirements into technical solutions and enhancements.

Stay updated on new ServiceNow features, best practices, and platform innovations to drive continuous improvement and efficiency.

?Do

Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)

Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution

Conduct technology capacity planning by reviewing the current and future requirements

Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable

Strategize & implement disaster recovery plans and create and implement backup and recovery plans

Manage the day-to-day operations of the tower

Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.

Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower

Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges

Develop shift roster for the team to ensure no disruption in the tower

Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.

Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps

Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

?Team Management

Resourcing

Forecast talent requirements as per the current and future business needs

Hire adequate and right resources for the team

Train direct reportees to make right recruitment and selection decisions

Talent Management

Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability & effectiveness

Build an internal talent pool of HiPos and ensure their career progression within the organization

Promote diversity in leadership positions

Performance Management

Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.

Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to build engagement within the team

Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team

Mandatory Skills: