Job Description:
The Service Now Technical Lead/Administrator is responsible for the overall design, implementation, and maintenance of the Service Now platform within the organization. This role involves working closely with business stakeholders, IT teams, and external vendors to ensure that the Service Now platform meets the needs of the organization and is aligned with industry best practices. The ideal candidate will have a strong technical background in Service Now, excellent problem-solving skills, and the ability to lead and mentor a team of Service Now developers and administrators.
How you will do it
1. Platform Management:
o Oversee the day-to-day administration, configuration, and ongoing maintenance of the Service Now platform.
o Ensure the platform is up-to-date with the latest patches, releases, and best practices
2.Stakeholder Collaboration:
o Collaborate with IT teams to integrate Service Now with other enterprise systems and tools.
3. Team Leadership and Mentorship:
o Mentor a team of Service Now developers and administrators.
o Provide technical guidance and support to team members and ensure adherence to best practices.
4. Process Improvement:
o Identify opportunities for process improvement and automation within the Service Now platform.
o Implement and maintain ITIL processes and ensure alignment with organizational goals.
5. Training and Documentation:
o Develop and deliver training sessions for end-users and administrators.
o Create and maintain comprehensive documentation, including design documents, user guides, and standard operating procedures.
6. Security and Compliance:
o Ensure the Service Now platform is secure and compliant with organizational policies and industry standards.
o Perform regular audits and assessments to identify and mitigate risks.
7. Performance Monitoring and Troubleshooting:
o Monitor the performance of the Service Now platform and implement optimizations as needed.
o Troubleshoot and resolve technical issues in a timely manner.
What we look for
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in Service Now administration and development.
• Proven experience as a technical lead or similar role, with the ability to mentor a team.
• Strong knowledge of Service Now modules.
• Experience with REST/SOAP APIs, integrations, and data migration.
• ITIL certification is preferred.
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
Preferred Skills:
• Service Now Certified System Administrator (CSA) and/or other relevant certifications.
• Experience with Agile/Scrum methodologies.
• Familiarity with cloud platforms and technologies