Responsible for the technical ownership of ServiceNow Platform development and operations and strategic ITSM initiatives, ensuring reliable platform services while driving ITSM.D, CMDB, automation, and ServiceNow AI capabilities.
Ensure reliable ServiceNow Platform and ATF operations while minimizing business-impacting disruptions.
Deliver platform releases, upgrades, enhancements, and technical improvements within agreed quality and timelines.
Establish and enhance CMDB, ServiceNow AI, and automation capabilities to improve efficiency and reduce manual effort.
Roles & Responsibilities:
Lead ServiceNow Platform operations and ensure availability, reliability, and performance of critical services.
Own technical resolution of complex platform issues, recurring incidents, and production problems through root-cause analysis and preventive actions.
Lead ATF and Redline support activities, including automated regression testing and release validation.
Plan and coordinate platform releases, upgrades, patching, cloning, instance migrations, and production deployments.
Provide technical leadership for ServiceNow development, configuration, integrations, and platform enhancements.
Drive technical activities related to ITSM.D transition and transformation initiatives.
Lead CMDB improvements covering data quality, CI relationships, integrations, governance, and platform dependencies.
Evaluate and implement ServiceNow AI, Now Assist, and automation capabilities to improve productivity and reduce manual operational effort.
Design and review solutions using Business Rules, Script Includes, Client Scripts, Flow Designer, Service Catalog, Integration Hub, APIs, and other ServiceNow capabilities.
Establish development, testing, deployment, and operational standards aligned with ServiceNow best practices.
Identify opportunities for platform optimization, technical debt reduction, automation, and continuous improvement.
Mentor developers and operations engineers and provide technical guidance for complex requirements and issues.
Collaborate with platform owners, architects, process owners, infrastructure teams, security teams, and other stakeholders.