Manager ServiceNow Delivery
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Job Objectives: Delivery of change and service availability of the AIA ServiceNow platform for all AIA markets. Support and coordinate in the following areas: support Transition, new services and products onboarding, bug fix and enhancements Job Responsibilities: -Set-up, configuration, and day to day administration of the SNOW platform -Including upgrades and regular patch deployments -Bug fix and proactive performance improvement initiatives for Platform. -System reliability and platform health -Good understanding of ServiceNow architecture -Experienced in customization for Catalogue and all ITSM modules. -Experienced with creating ITSM/ITOM Reporting dashboards. -Proactive monitoring and ensuring security compliance, user access controls. -Building/Reviewing/Maintaining technical design documents, Operation Manuals. -Code review and deployment, update sets creation. Change review and deployment. -Update/configure busine rules and Foundation Data as per business requirements. -Experience in defining IRE rules, Discovery Patterns and CMDB Classes -Expert understanding of CSDM -Expert understanding and experience of Service Map and Dependency Map -Collaborate with project teams for customization and configuration. -Delivery of functional objectives. -Attainments of objectives and effectiveness of results. -Performance Scorecard. -Compliance and Audit Ratings. Communication Requirements. Job Requirement: -Bachelor’s degree in IT or other relevant discipline with CGPA 3.25 and above. -More than 8 years’ relevant experience in ITSM tools like ServiceNow as SRE or Developer or Solution Design role. -ServiceNow Administration/ Developer/Discovery/CMDB/Implementor/Architect. -ITSM / ITIL or project management certification is a plus. -Excellent communication skills in both written and verbal. -Effective communication and presentation skills. -Strong skills in time management, planning and organizing. -Resourceful, independent and result oriented. -Meticulous, independent, and proactive. -Disciplined and structured, and able to work under a fast-paced learning environment. -A good team player.
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