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Title:  Lead Administrator - L2

Requisition ID:  69221
City:  Waltham
Country/Region:  US
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

ServiceNow Architect – JD – Senior Platform Architect
Location - work model is Hybrid (3 days in office), and the customer location is USA, Waltham
Minimum Experience Required:
•    Around 12+ years of experience in the IT industry
•    8+ years of relevant experience in ServiceNow Platform executing enterprise end to end projects and managing large engagement. (ITSM, ITOM-Discovery, ITOM Service Mapping, ITOM Event Management, CSDM frameworks, Integrations and Custom Apps)
•    Experience in doing the Platform Consulting and advisory majorly on ITOM, ITAM and CSDM 
•    Client C Suite, enterprise architect and Product Owner Interactions for platform level discussions  
•    Implementation experience with ITSM, ITOM, ITAM and Platform Level Architecture including Domain separations and Consulting Experience 
Job Description:
•    Work in the ServiceNow platform developing innovative solutions that simplifies customer services.
•    Deep expertise in platform assessment and providing remediation roadmaps 
•    Hands on design and configurations on CSDM, CMDB assessment, design and remediation’s around ITOM -discovery with multiple data sources, Service mapping and event management area , Integrations and custom application expertise is key requirements - 
•    Maintain deep, comprehensive knowledge of ServiceNow’s capabilities and offerings.
•    Proven experience as a key person leading the development, guide and mentor the Team, design and delivery of different ServiceNow applications implementations.
•    Architect and design solutions for complex business problems using ServiceNow best practices and standards.
•    Advise and guide platform roadmap discussions. 
•    Desing platform level architectural configurations without base code customizations to improve the platform upgradability, stability, performance and stability 
•    Familiar with ServiceNow features of Flow designer, Integration hub, UI builder, App engine, Process Automation and Mobile Apps
•    Understanding of DevOps principles and CI/CD pipelines
•    Logical thinking and problem-solving skills along with an ability to collaborate
•    Engaging presentation style, with the ability to control and manage multiple presentation scenarios
•    Have the drive and determination to learn and continuously share your knowledge with others
•    Recognize and develop opportunities to leverage ServiceNow as a platform.
Certification Required
•    CAD 
•    CIS is any two of ITSM, ITOM, HAM / SAM product suite is preferred

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Do

  • Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
    • Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
    • Conduct technology capacity planning by reviewing the current and future requirements
    • Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
    • Strategize & implement disaster recovery plans and create and implement backup and recovery plans
  • Manage the day-to-day operations of the tower
    •  Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. 
    • Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
    • Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
    • Develop shift roster for the team to ensure no disruption in the tower
    • Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
    • Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
    • Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

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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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Mandatory Skills: ServiceNow ITOM Service Mapping .

 

Experience: 8-10 Years .

 

Expected annual pay for this role ranges from $80,000 to $1,58,000 . Based on the position, the role is also eligible for Wipro’s standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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