JOB TITLE

ServiceNow Business Product Expert ITOM

Job Code

 

Division

 

Department/Section

EOC

Employment Type

PERMANENT

Designation

Business Process Expert

Job Location

GURGAON

Report Manager

Sekhar Kumar

HR Contact

 

CTC Offered

Industry Best Standards

 

Objective Of This Role: (Brief description of the role, why are we hiring, and what will person in this role do)

 

Background about IT EOC:
G+D’s IT Enterprise Operations Center (EOC) is the global delivery and support operations center for G+D groups’ global locations and subsidiaries. EOC manages the IT Infrastructure (Server /Datacenter, Collaboration and Messaging, Network LAN/ WAN / WiFi and Firewall security) and Enterprise IT Applications (predominantly SAP portfolio) along with other Applications and Platforms. The center is also accountable for delivering high value and high visibility IT projects & programs across various IT domains.

 

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Meeting business requirements, maintaining high service quality, and professional implementation in operational activities are our core values and our value proposition

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Support of  Projects and Global Operation’s, 2nd and 3rd level support for ServiceNow . Consulting of Customer/ User in business  regarding requirements related to platform.

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ServiceNow ITOM product including the Discovery processes and the data source management

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Tasks & Responsibilities:  (Major task and role person will have to perform – list all the relevant points)  

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Responsible for the functional architecture, process landscape and implementation of the existing ServiceNow product ITOM. 

 

Responsible for the functional architecture, process landscape and implementation of the existing ServiceNow product ITOM Planning, coordination, and control of product functionalities in collaboration with the platform owner, the platform architect and the business stakeholders Continuous improvement of the overarching module implementation Providing dashboards and reporting on the process KPIs of ITOM processes in coordination with the business Providing consultancy and supporting the business in planning, process design, evaluation, and implementation of new and existing ITOM product services Responsible for the functional and technical documentation of modifications and configurations Planning and conducting regular information sessions for stakeholders about projects, implementations, and innovations in the ServiceNow context of the ITOM product Developing, maintaining, and updating internal communication/marketing measures for the product ITOM Authoring themes, epics and user stories, defining features for the processes and functionalities within the ITOM product

 

Education & Trainings:  (Basic & Professional)

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University degree or Equivalent recognized degree. At least six (6) years of experience in the ServiceNow environment At least four (4) years of experience in IT Asset Management, IT Operations Management. Very good skills and experience in implementing and maintaining ITOM environment. Very good procedural/functional and technical understanding of a CMDB, CSDM, SAM processes, asset integration interfaces and the ServiceNow data model Ability to independently model well-thought-through and structured processes Experience in working successfully in an agile environment High motivation in quality documentation preparation Intercultural experience Independent, solution-oriented, and structured way of working Interest in new and innovative solution approaches Friendly, communicative, and team-oriented appearance Comfort zone also includes public speaking situations Basic travel readiness Very good English skills in writing and speaking

 

 

Technical know how:  (Mention the technology on which person must be experienced)

Mandatory

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ITOM 4 years of Experience. ServiceNow Domain 6 years of Experience. ServiceNow implementation experience. ServiceNow ITOM implementation experience. Ability to provide hands-on support to the Support team and trouble-shoot issues occurring Post Go-live.

Good to know

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 Understanding of ServiceNow processes ITSM ITAM HRSD.

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ServiceNow Developer. ITAM certification. Integration with other platforms.

 

Soft Skills:  (Inputs on soft skills required for role, like team management, communication, customer management etc)       

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Good Communications Skills

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Experience (in yrs.)

Total  

 

8-12 years

Relevant*

(*Experience in related field, industry, products etc)

At least 7 years.

4 years in ITOM and asset accounting processes