The Role

As a ServiceNow Technical Lead, you will be responsible for leading at least a couple of Implementation projects in the ITSM area and one complete Implementation lifecycle for ServiceNow. For this role, you will leverage your expertise in ServiceNow deployments, ITSM migrations, consolidations, upgrades, integration with other third-party tools, Orchestration, operational activities.

Key Responsibilities:

• 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.
• Review requirements for accurate estimation. Review and do proactive analysis and resolve application issues as needed.
• Lead a team of ServiceNow developers, web designers, integration SMEs and QA analysts to build and deploy the applications meeting the customer requirements. Mentor and share technical knowledge/guidance to team.
• Perform Sprint activities (if agile) with the customer and the team. Do sprint planning and assign sprint activities to the team.
• Develop User stories from the requirements.
• Estimate effort, Work with the product sponsor to prioritise the user stores.
• 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.
• Handle customer meetings and provide weekly/monthly reports for customer as well as TCS management.
• Participate and provide feedback during planning meetings (ie, pre-iteration, and retrospectives.

Your Profile

Key Skills/Knowledge/Experience:

• Experience as a Technical Consultant.
• Experience in ITIL Process Definition, Integration Solutions, understanding Architecture solutions.
• Ability to understand customer business requirements and convert to functional requirements.
• Experience in leading at least a couple of Implementation projects in ITSM area and one complete Implementation lifecycle for ServiceNow.
• Expertise ServiceNow deployments, ITSM migrations, consolidations, upgrades, integration with other third-party tools, Orchestration, operational activities, Project Management expertise.
• 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.
• Certified with ServiceNow Systems Administrator, ServiceNow Implementation Specialist and ITIL V3 foundation.
• Good knowledge in Agile/Scrum methodology.
• 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.

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.
• Ability to manage conflicts that may arise with customers and/or TCS internal stakeholders.