Job Description

CBR- 140K

Location - Bangalore

Ep -6+ years

Band B2

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ITOM B2 Job Description Candidate to have at least 6years of IT software consulting experience with 5 years’ experience supporting or implementing ServiceNow products. This role is an ITOM Technical Consultant to deliver customer services and support growth of the services business at Wipro.

Wipro is seeking an experienced, ServiceNow ITOM. Primary role for this position is the delivery

of current services for our customers as well as enhancing and growing service delivery

capabilities within our company.

Job duties:

· Requirement gathering and analysis - Understand business requirements and translate

them into ITOM solutions. Analyze existing IT operations processes to identify

opportunities.

· Implementation of ITOM Solutions - Configure and implement ServiceNow ITOM

modules, such as Discovery, Service Mapping, Event Management, Orchestration, and

Cloud Management. Design and deploy Configuration Management Databases (CMDB)

to ensure accurate and reliable asset and configuration data.

· Technical expertise - Use best practices for ITOM implementations, troubleshoot and

resolve technical issues.

· Collaboration and communication - Provide technical expertise and guidance.

· Continuous improvement - Stay updated with ServiceNow releases and leverage new

features to be able to enhance ITOM capabilities, review and optimize ITOM

implementations to improve performance.

· Client relationship - Build strong relationships with clients by understanding their

business challenges and delivering impactful solutions.

· Delivery of consulting services to install, configure, and integrate software products from

ServiceNow with a focus on the ITOM based products (discovery, service mapping,

configuration management, event management).

· Develop custom software solutions as required through scripting and software

development.

· Prepare technical documentation as specified in customer contracts and as internally

required.

· Support the development and growth of the services delivered by Wipro.

· Enhance customer knowledge in IT Operations Management with ITIL v3 framework.

· Provide value-based assessments and workshops to help the customer maximize

business results from ServiceNow software.

· Excellent verbal and written communication skills required. Qualifications · Expertise and experience with ServiceNow ITOM products are required. · ServiceNow experience with discovery, service mapping, and configuration management (CMDB) is crucial. · Accreditations / certifications in ServiceNow System Administrator and products such as Discovery, Service Mapping, and ITOM. · Certified System Administrator, CIS-ITSM & CIS-ITOM certification is a Must. · 2-5 years in a consulting position, delivering software implementation engagements. · Experience in multiple application architectures and supporting technologies. · Expertise with scripting languages such as PERL, JavaScript, Python, or Shell. · Web service proficiency (REST, SOAP) as well as XML and JSON knowledge. · Thorough knowledge and/or experience working with Operating Systems (Linux, Windows). · Knowledge of networking concepts such as IP Addressing, Firewalls, ports. · Knowledge of relational databases (MySQL, MSSQL, Oracle). · ITIL knowledge with the ability to relate concepts to implementation strategies. · Experience with ROI / value propositions for customers software implementation. · Excellent communications skills required – verbally with all levels of customer IT and business management as well as written with technical assessments and project related reports. · Consultative skills for software service delivery to lead customers to improve their processes and organizational models.

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2. Perform coding and ensure optimal software/ module development

• Determine operational feasibility by evaluating analysis, problem definition, requirements, software development and proposed software
• Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, and executing these cases
• Modifying software to fix errors, adapt it to new hardware, improve its performance, or upgrade interfaces.
• Analyzing information to recommend and plan the installation of new systems or modifications of an existing system
• Ensuring that code is error free or has no bugs and test failure
• Preparing reports on programming project specifications, activities and status
• Ensure all the codes are raised as per the norm defined for project / program / account with clear description and replication patterns
• Compile timely, comprehensive and accurate documentation and reports as requested
• Coordinating with the team on daily project status and progress and documenting it
• Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders

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3. Status Reporting and Customer Focus on an ongoing basis with respect to project and its execution

• Capturing all the requirements and clarifications from the client for better quality work
• Taking feedback on the regular basis to ensure smooth and on time delivery
• Participating in continuing education and training to remain current on best practices, learn new programming languages, and better assist other team members.
• Consulting with engineering staff to evaluate software-hardware interfaces and develop specifications and performance requirements
• Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code
• Documenting very necessary details and reports in a formal way for proper understanding of software from client proposal to implementation
• Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
• Timely Response to customer requests and no instances of complaints either internally or externally

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Deliver