ServiceNow Lead

Job Title: ServiceNow lead

Location: NYC, NY (Locals Only)

Visa: H1B will work

Mandatory to have any two:

Technical proficiency with at least 2 of the following ServiceNow modules:

IT Service Management (ITSM)
IT Business Management (ITBM)
IT Operations Management (ITOM)
IT Governance, Risk, and Compliance (IT GRC)
Human Resources Service Delivery (HRSD)

You will play a pivotal role in managing and optimizing our ServiceNow platform. You will lead a team of ServiceNow administrators and developers, ensuring the efficient operation, enhancement, and continuous improvement of our ServiceNow environment. Your expertise will contribute to streamlining IT service management processes, enhancing user experiences, and maintaining high levels of service reliability.

Key Responsibilities:

Leadership and Team Management:

Lead and mentor a team of ServiceNow administrators and developers.
Set clear objectives, provide guidance, and foster a collaborative and innovative team culture.
Manage workload distribution and ensure the team’s productivity and performance meet organizational standards.

ServiceNow Platform Management:

Oversee the day-to-day operations of the ServiceNow platform.
Collaborate with cross-functional teams to gather requirements and design efficient IT service management processes.
Plan and execute ServiceNow upgrades, patches, and enhancements while minimizing disruptions.

Configuration and Development:

Configure and customize ServiceNow modules to meet the bank’s evolving business needs.
Develop and maintain workflows, scripts, and integrations to automate and improve processes.
Ensure data integrity and security within the platform.

Incident and Problem Resolution:

Lead the resolution of complex incidents and problems related to ServiceNow functionality.
Implement best practices for monitoring and maintaining system stability.

Documentation and Training:

Create and maintain comprehensive documentation of ServiceNow configurations and processes.
Provide training and support to end-users and IT staff on ServiceNow features and best practices.

Vendor and Stakeholder Management:

Collaborate with external vendors and consultants for ServiceNow-related projects.
Build strong relationships with internal stakeholders to understand their requirements and align ServiceNow solutions accordingly.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
Proven experience as a ServiceNow administrator or developer, including leadership or team lead experience.
In-depth knowledge of ServiceNow platform configuration, scripting, and integration capabilities.
Strong problem-solving skills and the ability to troubleshoot complex technical issues.
Excellent communication, interpersonal, and leadership skills.
ITIL certification or relevant IT service management knowledge is a plus.
Technical proficiency with at least 2 of the following ServiceNow modules: