Job Description

: Overview

The ServiceNow Technical Lead will be responsible for the operational health, administration, development, and support of Link Group's global ServiceNow platform and associated integrations. A strong focus will be centred on designing and developing efficiencies for new and existing processes.

Key Accountabilities and main responsibilities

Strategic Focus:

• Managing the operational health, administration, development, and support of Link Group's global ServiceNow platform and associated integrations.
• Designing and developing efficiencies for new and existing processes.

Operational Management:

• Consult with business and IT stakeholders to perform requirements elicitation and gathering.
• Design technical solutions to meet business and technical requirements.
• Develop and build technical solutions to meet functional and non-functional requirements.
• Support and maintain Link Group's global ServiceNow platform and associated integrations.
• Improvement of enhancement/release management and environment management/control processes.
• Lifecycle management and maintenance of ServiceNow ensuring software currency and maintenance occurs as per the agreed release cycles.
• Promote and champion the current and future capabilities of Link Group's global ServiceNow platform.
• Collaborate and communicate effectively with team members and peers.
• Mentor and train team members to promote best practice and uplift internal capability.
• Review, update and continuous improvement of processes, standards, policies, and documentation.
• Provide specialist expertise and advice with regards to ServiceNow and associated integrations. Effectively manage colleague, client and stakeholder expectations and relationships.

People Leadership:

• Leading the ServiceNow team
• Build and maintain working relationships with key team members, change, problem, release, capacity and IT asset management along with multiple stakeholders within IT Service management Service and applicable capabilities.

Governance & Risk:

• Ensure compliance with legal, standards, and regulatory requirements
• Support Link Group assurance programs that deliver effective risk management and compliance practices.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• Proficient in all areas of ServiceNow development and configuration including Business Rules, ACLs, Script Includes, UI Scripts, Client Scripts, UI Pages, UI Macros, UI Policies, Custom Applications etc.
• Demonstrated experience in IT Service Management (ITSM) tools implementation and customisation based on ITIL best practice.
• Design and development of new catalogue items, forms, workflows & portal content pages.
• Demonstrated experience in creating new or developing existing modules and applications in ServiceNow.
• Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of the latest ServiceNow developments and features.
• Demonstrated experience improving customer experience via innovative and intuitive technical solutions.
• Demonstrated experience in ServiceNow user administration and security best practice.
• Knowledge and experience of ServiceNow at an architectural level, including the integration of ServiceNow with other applications and toolsets.
• Strong knowledge of system design and development used within Service Oriented architecture and web services integration such as XML, API Technologies (REST/SPML/SOAP), Tomcat, HTML etc.
• Proficiency in JavaScript, JSON, AJAX, CSS, XHTML, React, and XML.
• Strong knowledge of ITIL v3 methodologies, ITSM concepts, enterprise IT architecture and relational databases.
• Experience and knowledge in other technology integrations such as OKTA, Active Directory (AD), SailPoint, Splunk and New Relic preferred.
• ServiceNow certification and education preferred.
• ITIL v3/v4 certification and education preferred.
• Bachelor's degree in computer science, engineering or related field preferred. Minimum 5 years' experience in an enterprise environment.
• Well-developed communication skills, including a level of written communication and reporting skills necessary to clearly and concisely describe complex issues and actions.
• Ability to speak confidently with functional colleagues, peers and management.
• Ability to work in high pressure situations, follow processes and procedures with accuracy and attention to detail.
• Self-Starter and a team player.

About Us: Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

About the Team:

Our HUB in Mumbai has people working from state-of-the-art premises and plays a strategic role by providing operations processing and technology services and support, for Link Group businesses across the globe. We are rapidly growing our Mumbai team to build greater capability within the organisation, and provide specialised local services supported by the strength and scale of Link Group's global operations and knowledge base.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.