ServiceNow (ITSM+HRSD) Developer

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.

About the Organisation:

Our client works in the area of skilling and livelihoods for underserved youth. This is a pioneering program with a strong PPP model, an agency-led approach to livelihoods and a vision of socio-economic transformation. They are run through a public-private partnership that empowers the Government, Corporates, NGOs and Citizens to work together towards changing lives. The provision of location and capital expenditure for the centres is taken care of by the Government. Corporates contribute through CSR funds to provide operational expenses. NGOs come on board to provide various skilling courses to the youth. With penetration in more than 400 of the 500 odd slum communities of Pune, the program has now expanded to other cities viz. PCMC, Dombivali, Aurangabad and also States viz. Delhi, Odisha,Hyderabad and upcoming in Ambivli.

About the role:

The CIO will work closely with the Program teams to fully understand the program landscape and implement technology and data solutions.

Your role to supplement the Organisational goals:

Develop a technology and data roadmap in line with the operational strategy and growth plan of the

organisation and in alignment with the Mission Cell, MEL (Monitoring, Evaluation and Learning)

framework and Programme Operations Team. (Timeline: Sep 2023)

Ensure that all key programs can be mapped onto common parameters and measures.

Create an overall technology and data architecture that outlines and connects key technology components.

Identify the processes/systems that need to be digitised/ created for enabling scale,including appropriate solutions.

Develop tools and processes for data collection, analysis and management within LCF

Monitor changes or advancements in technology to discover ways the company can gain competitive advantage (ongoing basis).

ERP System

Maintain and when required, develop, the existing ERP system. (Timeline: ongoing)

Develop and implement the next version of the organization’s ERP system including reports/

dashboards. (Timeline: Sep 2023 for finalization of BRD and initiation of development)

Support with, and track, adoption across the organization

Partnerships

Identify and engage with technology partner(s) to design and implement the solutions for

effective program and data management. (varying timelines as per solution)

Establish partnerships with IT providers

Infrastructure

Oversee the technological infrastructure (networks and computer systems) in the organization

to ensure optimal performance

Establish a process for and approve, purchases of technological equipment and software

Security

Analyze the costs, value and risks of various aspects of IT implementation to advise

management and suggest actions

Data Management and Analytics

Design automated reporting formats for reporting to key stakeholders such as Government,

donors and board of directors.)

Analyse, synthesize, and produce key insights from the data that can inform the approach and

design improvisations in the program

Data and knowledge management

Lead the overall knowledge management system for the organization and enable data to be available on cloud with clear protocol for sharing and storage, such that security and confidentiality are assured.

Finalization of Data Protection and Management Policy, training of relevant team members, implementation and compliance tracking.

Who we are looking for:

● Education : Masters in Information Technology

● Experience: Minimum 15+ years of experience

● IT skills – familiarity with modern databases and IT systems.

● Analytical skills

● Problem-solving skills

● Partnership management

● Communication skills – must have an excellent verbal and written communication skills.

● High social intelligence : able to engage teams, create relationships of trust with stakeholders.

● Able to reflect, empathetic and a good listener.

● Experience in Need Identification, Project Management, Stakeholder Management

● Ability to manage multiple projects and stay on deadline.

● Proficiency in Microsoft Office programs, including Word, Excel and PowerPoint

   Skills:
•  Java script

•  Service Portal Enhancements

•   CMDB

•   ITIL framework

•  ServiceNow implementation

•   Integration

•  ITSM

List of responsibilities:

● ServiceNow Development work

● Interaction with customers for project deliverables

● Deadlines should be met

Job requirements:

● The candidate should be L2 and above.

● ServiceNow System Administration and Development Certified is mandatory

● ITSM, Service Portal, Integration 

● ITIL Foundation Certification would be a plus or can do before joining.

● Successfully plan, execute, monitor, control, and close all technical tasks related to configuration and implementation of all

aspects of the ServiceNow platform.

● Provide software coding and customization including, but not limited to: screen tailoring, workflow administration, report

setup, data imports, integration, scripting, third party software integrations, and custom application development

● Update and maintain a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all

applications for use after the upgrade completes.

● Coordinate and solve complex technical data and transformation issues.

● Obtain and analyze/interpret business requirements to propose sustainable solutions in ServiceNow.

● Answer “how to” technical and application configuration questions.

● Develop, maintain, and execute reports to ensure system operation meets performance targets.

● Create and maintain system design and operations documentation.

● Complete other duties as assigned.

Please find the ServiceNow JD for Service Mapping:
• Overall 10+ years of application development out of which 3-5 years of ServiceNow development and implementation experience are required. • Prior experience with the Discovery module implementation in ServiceNow and strong knowledge of the CMDB and Asset Management modules • Strong knowledge of the latest version of CSDM. • Prior experience with Service Mapping implementation in ServiceNow is a must. • Good knowledge of the ServiceNow Events Management module. • Good knowledge of the ServiceNow basic applications like Incident, Problem, Change, Knowledge Management and Service Catalog • Design and implement new functionality using Variable sets, Forms design, Business Rules, UI Policies, Client Scripts, Access Lists, Workflow Activities, Flows, Script Includes etc. • Develop and deliver customized portal web pages with custom widgets in ServiceNow portal using Bootstrap and AngularJS JavaScript frameworks. • Service Catalog and Request Workflow Design and Configuration. • Modules & Application implementation and Automated Test Framework knowledge. • Use of Mid server, web services, REST services configurations, schedulers, email, events and notifications. • Experience in JavaScript, Jelly Scripting, glide scripting, jQuery, Angular JS, Bootstrap, HTML, Ajax, and CSS. • Knowledge of technical components such as ServiceNow LDAP, SSO, Search, Reports, Users and Groups configuration. • Work with functional and admin teams to deliver automated workflow solutions in ServiceNow • Facilitate and support the rollout of new application and enhancements in ServiceNow • Advise functional and admin teams on design, development and overall ServiceNow best practices • Work with Business Systems Analyst to gather and review requirements • Experience with ITIL & Scrum methodologies • Working knowledge of relational database concepts and structure • Experience with security risks and impact from a development perspective • Integration experience with REST is must and SOAP is a plus • Collaborate with business, systems, and Technology partners in business analysis meetings to develop business and systems requirements • Knowledge on ServiceNow APM and ServiceNow SecOps is a plus • Strong knowledge of ITIL v3 methodologies, ITSM concepts, enterprise IT architecture, relational databases • Excellent communication skills (verbal & written) Location: Resource must be based in Bangalore and needed to be coming to Dell 6 Bangalore on Wednesdays.

• System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP
• Experience with the development and implementation of ServiceNow CSM, ITSM modules or other ITSM applications.
• Experience with Business Rules, Script Includes, UI Actions, and Scheduled Jobs - all scripted aspects of the ServiceNow system
• Experience with ServiceNow client and server-side Javascript and the ServiceNow APIs
• Scripted Web-Services, AJAX, Business Rules, JavaScript, SOAP, REST SSO-SAML Setup and Integration of ServiceNow to Other Applications
• Customizing ServiceNow using UI Pages, UI Macro & CMS using CSS, HTML, and Jelly.
• Custom UI Changes with the usage of Web Technologies such as DOM, and HTML changes.
• Experience with extending the ServiceNow schema to custom applications
• Understands technical and functional design requirements related to ServiceNow.
• Create and manage scripts and workflow.
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Experience with relational databases (e.g. MySQL, Oracle)

Job Description- ITOM

Role: Developer & Sr. Developer (Delivery & Support)

Job Description:

• Basic understand on Server, Network & Application architecture
• Understanding for basic troubleshooting for Server, Network & Application
• Design & engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for ITOM requirements.
• Configuring and setting up Service-Now application, maintain and support the implementation.

Must Have Skills:

• Implementing ITOM modules within ServiceNow
• Experience in CMDB, Discovery & Event Management
• Deep knowledge on Event co-relation rule configurations
• Experience in ServiceNow Database/Table in structure
• Experience working with performance Analytics, email notification
• Worked with transform maps, data sources and different transform scripts for data loads and management.
• Worked with schedule jobs, events, and triggers to manage business needs and handle background work.
• Expert in ServiceNow Integration, Scripted Integration and Import set Integration

• Experience  5 to 8 years.
• Role responsible for implementing and customizing BMC solutions in DSM space Candidates with strong experience in Remedy ITSM implementation (design/ upgrade/ installation/ customization/ integration) CMDB, SRM, MyIT and
• SmartIT Experience on UNIX operating system and ITIL framework. 
• Strong Java skills will be an additional plus Excellent presentation abilities (e.g. product features demonstrations, basic workshops) to customers and ability to lead the project 

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