Manager Software Engineering

Job Description: Roles and Responsibilities –

1. As a Techno functional you will be an integral part of the team responsible for solution design and review of all business process and system level changes as part of continual service improvement.
2. Design roadmaps for customer based on the ServiceNow releases.
3. Understanding of the Customer requirements then apply industry best practices and detailed knowledge of ServiceNow to design an optimal solution that supports the business process that meets or exceeds Customer requirements.
4. Assists in quality management reviews and ensures that all business and design requirements are met.
5. Leads internal development of business process story / requirement gathering.
6. Prepare process documents, process flows, User Stories and Functional Requirements Specification documents for ITIL Processes
7. Prepare and present Business Case / functional requirements for IT Service Management Process Areas and Modules to customers.
8. Work with tool developers to explain the requirements and ensure that developments are according to specified functional requirements (Functional Lifecycle Testing).
9. Delivering process training to Customers, end users and support users.

Required Skills - 

1. 6 to 10 years’ relevant experience on the ITSM ServiceNow platform  as a developer or Functional Consultant.
2. Hands-on expertise in ServiceNow with strong coding, integration, data analysis, and problem-solving skills
3. In-depth understanding of workflows across ITSM modules – Incident, Change, CMDB, Asset Management, and Service Request
4. Experience with CSDM (preferably CSDM 3.0+), Expertise on Service Graph Connector for INTUNE/ Dynatrace and ability to perform day-to-day operations, root cause analysis for workflow issues, and solution implementation with developers
5. CMDB expertise is a must . Should have practical experience handling ServiceNow CMDB and CSDM processes
6. Should have "built" solutions, workflows, and integrations.
7. Should have hands-on experience with ServiceNow CMDB (CSDM 3.0+)
8. Strong background in designing, implementing, and analyzing processes, workflows, and data
9. Require a technical expert who can work hands-on at the ground level.
10. Experience of Standardizing/Improvising ITIL® processes and functions’ implementations in large technology engagements & full life cycle implementations.
11. Experience in working with various levels of IT Service management internally and Client organization and ability to meet client’s deadlines.
12. Hands on experience on writing the process documents, process flows, User Stories and Functional Requirements Specification documents for ITIL Processes.
13. Experienced in IT enablement of respective business function - Process Design, Process Implementation and Process Support
14. Experience in working in large teams in functional and technical streams.
15. Experience & knowledge of Agile methodologies.
16. ITIL V4, Certified ServiceNow Administrator Certification and Certified Implementation Specialist – ITSM Certification are also an added advantage.
17. Great written and verbal communications skills (including report writing).
18. Knowledge of enterprise IT environments.
19. Experience of working in a fast moving and changing large enterprise IT environment.
20. Intermediate knowledge of IT risk management, project management and technical problem resolution.
21. Experience on running reports on ServiceNow using Reports and Performance Analytics.

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