ITSM Consultant / ITSM Tech Lead

As a Senior Program Manager in the Admin Technologies team, you will have the opportunity to significantly change our caregiver (doctors, nurses, etc.) experiences. We are looking for a skilled Technical Program Manager with expertise in ServiceNow to join our team. As a Technical Program Manager, you will be responsible for leading the implementation, customization, and ongoing management of ServiceNow solutions within our organization. The ideal candidate will have a strong background in project management, technical proficiency in ServiceNow products, and a proven track record of successful program delivery.

Responsibilities:

• Lead the end-to-end implementation of ServiceNow solutions, including scoping, planning, execution, and deployment.
• Collaborate with cross-functional teams to gather requirements, define project objectives, and establish timelines.
• Understanding of customization and configurations available in ServiceNow applications, modules, and workflows to meet business needs.
• Good understanding of how ServiceNow integrate with other systems and applications as required.
• Manage project risks, issues, and dependencies, and proactively identify solutions to mitigate them.
• Develop and maintain project documentation, including project plans, status reports, and meeting minutes.
• Provide technical guidance and support to internal stakeholders, including IT, HR, and business leaders.
• Ensure compliance with best practices, standards, and regulations related to ServiceNow implementation and data security.
• Drive continuous improvement initiatives to enhance the performance and efficiency of ServiceNow solutions.
• Stay updated on the latest trends and developments in ServiceNow and related technologies.

Requirements:

• Bachelor’s degree in computer science, Information Technology, or related field; Master's degree preferred.
• Minimum of 7 years of experience in technical program management, with a focus on ServiceNow.
• Proven experience leading end-to-end ServiceNow implementations, including IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM).
• Strong understanding of ServiceNow architecture, data model, and integration capabilities.
• Excellent project management skills, with the ability to manage multiple projects simultaneously and deliver on time and within budget.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with diverse stakeholders at all levels of the organization.
• Relevant certifications in ServiceNow (e.g., Certified Implementation Specialist) are a plus.
• Ability to adapt to a fast-paced and dynamic environment, with a passion for driving innovation and continuous improvement.

·       Background in US or any other Healthcare system is a plus.

Title: ServiceNow Development / Architect(CSM)

Exp: 3 - 10 years

Location: Any InfoBeans' location - Pune / Indore / Vadodara / Chennai

Role : ServiceNow (ITSM +HRSD) Developer

Qualification :Bachelor's degree in computer science, Information Technology, or a related field.

Experience : 5 to 8 years

Location: Remote

Responsibilities:

• Collaborate with IT and HR stakeholders to gather requirements and translate them into technical specifications for ServiceNow ITSM and HRSD solutions.
• Design, develop, and configure ServiceNow ITSM and HRSD modules, including Incident Management, Change Management, Problem Management, HR Case Management, Employee Service Center, and Employee Onboarding.
• Customize ServiceNow workflows, business rules, UI policies, and notifications to support ITSM and HRSD processes and automation.
• Integrate ServiceNow with other systems and external platforms using APIs and web services.
• Collaborate with cross-functional teams to define and implement ITSM and HRSD best practices, ensuring alignment with industry standards and organizational goals.
• Conduct thorough testing of ServiceNow configurations and customizations to ensure high-quality deliverables.
• Provide ongoing support and maintenance for ServiceNow applications, troubleshooting issues and implementing necessary fixes or enhancements.
• Stay updated with the latest ServiceNow releases and ITSM/HRSD-specific features, proactively identifying opportunities for process improvement and system optimization.
• Collaborate with other developers, administrators, and business analysts to deliver integrated solutions that meet the needs of IT and HR departments.
• Document technical specifications, user guides, and standard operating procedures for ServiceNow applications and configurations.
• Provide technical guidance and mentorship to junior developers, promoting knowledge sharing and professional growth.

Qualifications:

• Strong expertise in ServiceNow ITSM and HRSD modules, including Incident Management, Change Management, Problem Management, HR Case Management, Employee Service Center, and Employee Onboarding.
• Proficient in ServiceNow development and configuration, including workflows, business rules, UI policies, and scripting using JavaScript.
• Experience with ServiceNow integration using APIs and web services.
• Familiarity with ITIL and HR processes, policies, and compliance requirements.
• ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS), and HR Service Delivery Implementation Specialist are highly desirable.
• Experience with Agile development methodologies.

1.      Core Responsibilities

·      Review, suggest and implement enhancements/Bug fixes to the ServiceNow platform.

·      Work closely with other IT teams to help implement integrations from other platforms(like Monitoring tools: Nagios, Prometheus, Sematext, Dynatrace etc., )  into the ServiceNow ecosystem.

·      Attend important business meetings to gather information around projects pertaining to ServiceNow.

·      Help to maintain and improve the CMDB by collaborating with key stakeholders to ensure the correct data is being maintained.

·      Help to manage the platform to ensure a reliable seamless user experience.

·      Develop and maintain service catalogue items by collaborating with key stakeholders across the business.

·      Support the banks audit requirements around the ServiceNow platform by helping to provide reports and audits as required.

·      Support audit requirements and compliance to standards

·      Should have knowledge on creating customized Dashboards & Reports

·      Automation using ServiceNow (like Major Incident Management, Incident Reduction, Problem Management etc.,) , if any

·      Should be able to drive Service Improvement Plan’s in optimizing ServiceNow platform on their own

·      Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

2.      Experience Requirements

Essential:

·      4 to 6 years previous experience in ServiceNow administration OR Technical work on ServiceNow design and implementation is essential

·      4 to 6 years previous experience in delivering ServiceNow projects (new modules, improvements, enhancements etc.) is essential

·      4 to 6 years previous experience or equivalent qualification in Service Now ITSM & ITOM is essential

·      8 to 10 years overall experience in IT is essential

Desirable

·      3 to 5 years’ experience in orchestration, service mapping is desirable

3.      Knowledge Requirements

Essential

·      Very good knowledge of Incident Management, Request Fulfilment, Change Management, Problem Management processes

·      Very good knowledge of ITSM and ITOM practices is essential

·      Detailed knowledge of the ITIL/ITSM Best practices is essential

Desirable

·      Good understanding of CSDM is desirable

·      Good knowledge of the ISO 20K, 27K, 9K is desirable

·      Basic knowledge of IT Infrastructure technologies used in a banking domain in desirable

ServiceNow,ITSM + CSM

Role Purpose The role holder is responsible for developing ServiceNow services, applications and modules, which satisfy the agreed requirements/stories and acceptance criteria, in collaboration with the Lead Consultant and Engagement Manager, on customer projects. The role holder will ensure that Fujitsu is seen as a trusted ServiceNow delivery partner and project activities are successfully delivered as sold, generating positive customer feedback and unpinning further business growth.Key Accountabilities 1.Product Development. In-depth knowledge of the ServiceNow Platform (2 years), from the technology, development, integration and modules, to design, develop, implement and test modules in line with agreed timelines, budget, costs, quality and development standards.2.IT Integration. Provides integration facilities and provisions logistics on ServiceNow implementation projects, for the required customer integrations.3.Process Improvement. Suggests and implements proposals for process improvements within projects, once agreed.4.Innovation. Uses new technologies and methods actively to develop competitive services on customer projects.5.Documentation. Provides technical documentation on modules / products, following company standards on customer projects.6.Technical Expertise. Maintains high level of product and solution knowledge and maintains an up-to-date skills profile in ServiceNow and Java Scripting, .NET and Jelly code.7.Capabilities: Ability to drive business requirements and take an active/leading role with customer stakeholders including C-level / director level / users.Selection Criteria:Must have implementation experience in complete ITSM and CSM (Agent and Configurable Workspace, Playbook, Types, Guided decisions, Configuration Areas, Roles, Integration of CSM with other ServiceNow Apps).Strong expertise in scripting on the ServiceNow platform using JavaScript, CSS and Angular JS: Flows, Business Rules, Client Scripts, UI Actions, Widgets and UI PagesDeep understanding of the key technologies relevant to the ServiceNow integration solutions including: Integration Hub, SSO, Web Services, LDAP, JDBC, etc.Educated to degree level or have at least three years experience in an IT industry/environmentAt least three years of experience in technical delivery, preferably within a consulting environmentServiceNow Certified Administrator is essentialServiceNow Certified Implementation Specialist is desirableServiceNow Application Developer certification is essential.Experience of software development lifecyclesExperience of Agile and Waterfall project methods.

• Strong understanding of ServiceNow platform architecture,applications and modules
• Experience with integrations between ServiceNow and other
  tools/systems
• Proficient in all phases of the Application Development
  lifecycle with experience in an agile environment
• Excellent verbal and written communication skills, with
  experience interacting with clients at multiple levels
• ServiceNow certifications are preferred
• Experience with Knowledge Base platforms, ideally
  ServiceNow Knowledge Management application is a plus

Role Description

• Office 365 Migration Specialist
• Position requires prior Office 365 mailbox migration experience, scheduling migration batches and process management.
• Under the general direction of the customer IT/Security/Okta Teams is responsible for assisting in the planning and support of the migration from multiple on-premises Exchange environments & third party provided Mail services into a single Azure-hosted Office 365 environment.
• Candidates must be flexible to work Monday through Friday

Experience and educational requirements

• Bachelors degree/Any equivalent Post Graduation.

Experience: 4 to 8 years

Experience & Background

• B-Tech/BCA/MCA
• 0-2 years of IT industry experience.
• Minimum 1 year of implementation/customization experience on ServiceNow
• ITIL/ServiceNow
  certifications will be an added advantage.
• Exposure on Service Now integration protocols with other application/systems
• Excellent attention to details, ability to multitask, and effective time management skills
• Knowledge of web based development languages; specifically JavaScript, Ajax
• Exposure of ITSM Framework and ITIL
• Good Communication Skills