ServiceNow Administrator

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