ServiceNow ITSM / ITAM / ITOM / CSM / FSM and other ServiceNow modules
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
ServiceNow Certified Implementation Specialist (CIS) for 1 module or more
ServiceNow CSA, CAD certifications
Roles & Responsibilities
Technical Comeptency
Experience as a Technical Lead
Experienced in ITIL Process Definition, Integration Solutions, understanding Architecture solution
Understanding customer business requirements and convert to functional requirements
Responsible for reviewing requirements for accurate estimation
Experienced in leading at least a couple of Implementation projects in ITSM / ITAM / ITOM / CSM / FSM area and one complete Implementation lifecycle for ServiceNow
Expertise ServiceNow deployments, ITSM / ITAM / ITOM / CSM / FSM migrations, consolidations, upgrades, integration with other third party tools, Orchestration, operational activities, Project Management expertise
Review, and do proactive analyze and resolve application issues as needed
Mentor and share technical knowledge/guidance to team
Very good ITIL process knowledge and ability to evaluate and bring out the correlations and impacts with respect to customer requirements and ITIL / industry standards
Must be certified with ServiceNow Systems Administrator, ServiceNow Implementation Specialist and ITIL V3 foundation
Should possess good knowledge in Agile/Scrum methodology
Behavioral competency
Handles customer meetings and provide weekly/monthly reports for customer as well as TCS management
Good communication in orchestrating customer requirements/needs, solutions, customer responsibilities, risks, challenges and impacts
Excellent team management skills to manage the project team and members
Participate and provide feedback during planning meetings (i.e., pre-iteration, and retrospectives)
Good to have
Experience in ServiceNow custom application design and development
Evaluate the tool stability and performance and provide recommendations
Knowledge on new servicenow modules ( HRSD, SecOps, GRC, SPM, Etc..)
Preferred to have ServiceNow Implementation Specialist certification
Abilities to manage conflicts that may arise with customers and/or TCS internal stakeholders