Title: Lead Administrator - L1
Job Description
ServiceNow developer
7+ years relevant ex
Dev, itsm, itom, 7+ Years,BANG, HYD, PUNE, CHENN
· Design and implement scalable ServiceNow solutions across CSM, ITSM, ITOM and custom applications while ensuring security, compliance, and performance.
· Manage data migration and customer onboarding experience from legacy applications to the ServiceNow / SaaS stack.
· Collaborate with stakeholders to translate business requirements into technical solutions and provide strategic platform guidance.
· Drive project timelines, track milestones, and ensure successful delivery of implementations in alignment with business objectives.
· Develop workflows, business rules, UI policies, and integrations using REST, SOAP, MID Server, and automation tools like Flow Designer and Integration Hub.
· Define architecture standards, governance models, coding best practices, and CI/CD pipelines for efficient ServiceNow development and deployment.
· Mentor developers, conduct code reviews, and oversee technical assessments to ensure quality and adherence to best practices.
· Stay updated on ServiceNow innovations, recommend enhancements, and engage with the ServiceNow community for continuous improvement.
· Possess strong expertise in ServiceNow scripting, integrations, CSM, CMDB, ITIL frameworks, cloud computing, and enterprise IT landscapes.
· Possess a strong understanding of project management principles, ensuring work is structured around key milestones, timelines, and deliverables.
· Experience with Telco or Order Management is a plus.
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· Design, develop, and configure ServiceNow applications, modules, and custom solutions across ITSM, ITOM, CSM, OMT, Custom/Scoped Applications and other business areas.
· Develop scripts, business rules, UI policies, script includes, and workflow automations using JavaScript, Flow Designer, Integration Hub, and Glide Scripting/APIs.
· Build and maintain integrations with third-party systems using REST, SOAP, MID Server, and Integration Hub.
· Administer and maintain the ServiceNow platform, including user management, instance upgrades, cloning, and performance monitoring.
· Configure and manage CMDB, discovery, asset management, and other foundational ServiceNow components.
· Implement and optimize security roles, access controls (ACLs), and data policies to ensure platform security and compliance.
· Design and create reports, dashboards, and performance analytics to support business insights and decision-making.
· Troubleshoot platform issues, perform root cause analysis, and implement fixes to ensure system stability and reliability.
· Collaborate with business analysts, architects, and stakeholders to translate requirements into technical solutions and enhancements.
· Stay updated on new ServiceNow features, best practices, and platform innovations to drive continuous improvement and efficiency.
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Team Management
- Resourcing
- Forecast talent requirements as per the current and future business needs
- Hire adequate and right resources for the team
- Train direct reportees to make right recruitment and selection decisions
- Talent Management
- Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
- Build an internal talent pool of HiPos and ensure their career progression within the organization
- Promote diversity in leadership positions
- Performance Management
- Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
- Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team
- Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
- Exercise employee recognition and appreciation
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Deliver
No | Performance Parameter | Measure |
1 | Operations of the tower | SLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management |
2 | New projects | Timely delivery Avoid unauthorised changes No formal escalations |
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