<p>Job Description : </p><p><br/></p><p>- Design, develop, and configure ServiceNow applications, modules, and custom solutions across ITSM, ITOM, CSM, OMT, Custom/Scoped Applications and other business areas.<br/><br/>- Develop scripts, business rules, UI policies, script includes, and workflow automations using JavaScript, Flow Designer, Integration Hub, and Glide Scripting/APIs.<br/><br/>- Service Portal development using CSS, Ajax, HTML is must.<br/><br/>- Build and maintain integrations with third-party systems using REST, SOAP, MID Server, and Integration Hub.<br/><br/>- Administer and maintain the ServiceNow platform, including user management, instance upgrades, cloning, and performance monitoring.<br/><br/>- Configure and manage CMDB, discovery, asset management, and other foundational ServiceNow components.<br/><br/>- Implement and optimize security roles, access controls (ACLs), and data policies to ensure platform security and compliance.<br/><br/>- Design and create reports, dashboards, and performance analytics to support business insights and decision-making.<br/><br/>- Troubleshoot platform issues, perform root cause analysis, and implement fixes to ensure system stability and reliability.<br/><br/>- Collaborate with business analysts, architects, and stakeholders to translate requirements into technical solutions and enhancements.<br/><br/>- Stay updated on new ServiceNow features, best practices, and platform innovations to drive continuous improvement and efficiency.<br/><br/>Do : </p><p><br/></p><p>- Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup).<br/><br/>- 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.<br/><br/>- Conduct technology capacity planning by reviewing the current and future requirements.<br/><br/>- Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable.<br/><br/>- Strategize & implement disaster recovery plans and create and implement backup and recovery plans.<br/><br/>- Manage the day-to-day operations of the tower.<br/><br/>- Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.<br/><br/>- Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower.<br/><br/>- Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges.<br/><br/>- Develop shift roster for the team to ensure no disruption in the tower.<br/><br/>- Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.<br/><br/>- Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.
progress, updates, status, and next steps.<br/><br/>- Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness.<br/><br/>Team Management : </p><p><br/></p><p>Resourcing : </p><p><br/></p><p>- Forecast talent requirements as per the current and future business needs.</p><p><br/>- Hire adequate and right resources for the team.<br/><br/>- Train direct reportees to make right recruitment and selection decisions.<br/><br/> Talent Management : </p><p><br/></p><p>- Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability & effectiveness.<br/><br/>- Build an internal talent pool of HiPos and ensure their career progression within the organization.<br/><br/>- Promote diversity in leadership positions.<br/><br/> Performance Management : </p><p><br/></p><p>- Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.<br/><br/>- 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.<br/><br/>Employee Satisfaction and Engagement : </p><p><br/></p><p>- Lead and drive engagement initiatives for the team.<br/><br/>- Track team satisfaction scores and identify initiatives to build engagement within the team.<br/><br/>- Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team.<br/><br/>Mandatory Skills : ServiceNow SaaS.<br/></p> (ref:hirist.tech)