ITSM Manager, Service Now

Required Skills :
Job Description:
ServiceNow Functional Consultant ServiceNow Functional Consultants have expertise in the technology environment of ServiceNow. They are responsible for software-specific design and realization, as well as testing, deployment and release management, or technical and functional application management of ServiceNow based solutions. These roles also require functional and methodological capabilities in testing and training. Responsibilities
Designing and implementing enterprise scale ServiceNow solutions
Collaborating with clients to design innovative solutions with a strong user experience
Designing digital prototypes and proof of concepts to demonstrate how clients needs can be met with the ServiceNow solution
Aligning and leading ServiceNow implementations following WK standards designs and best practices
Preparing and deploying Rainier (ServiceNow) solutions to Test and Production environments
Requirements
Experience developing ServiceNow solutions
Strong delivery experience leveraging major capabilities within the ServiceNow Platform, Cloud services, Rightscale, Vistarta, BDNA and other such PaaS offerings
Has experience in managing (small) teams Delivery experience with multiple software methodologies such as Agile and waterfall
Excellent problem solving and communication skills
Strong team player
Is communicative and able to get good solutions in consultation with the customer
ServiceNow Certified Administrator Bachelor degree or equivalent


(1.) To adhere to quality standards, regulatory requirements and company policies
(2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
(3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
(4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
(5.) To provide support for on call escalations orL3 level support and doing incident and problem management
(6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.