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ServiceNow Lead- BA
1 month ago
Leadership and Team Management:
- Lead and mentor a team of ServiceNow administrators and developers.
- Set clear objectives, provide guidance, and foster a collaborative and innovative team culture.
- Manage workload distribution and ensure the team's productivity and performance meet organizational standards.
ServiceNow Platform Management:
- Oversee the day-to-day operations of the ServiceNow platform.
- Collaborate with cross-functional teams to gather requirements and design efficient IT service management processes.
- Plan and execute ServiceNow upgrades, patches, and enhancements while minimizing disruptions.
Configuration and Development:
- Configure and customize ServiceNow modules to meet the bank's evolving business needs.
- Develop and maintain workflows, scripts, and integrations to automate and improve processes.
- Ensure data integrity and security within the platform.
Incident and Problem Resolution:
- Lead the resolution of complex incidents and problems related to ServiceNow functionality.
- Implement best practices for monitoring and maintaining system stability.
Documentation and Training:
- Create and maintain comprehensive documentation of ServiceNow configurations and processes.
- Provide training and support to end-users and IT staff on ServiceNow features and best practices.
Vendor and Stakeholder Management:
- Collaborate with external vendors and consultants for ServiceNow-related projects.
- Build strong relationships with internal stakeholders to understand their requirements and align ServiceNow solutions accordingly.
Requirements
Qualifications
- Bachelor’s degree in computer science, Information Technology, or related field (or equivalent work experience).
- Proven experience as a ServiceNow administrator or developer, including leadership or team lead experience.
- In-depth knowledge of ServiceNow platform configuration, scripting, and integration capabilities.
- Strong problem-solving skills and the ability to troubleshoot complex technical issues.
- Excellent communication, interpersonal, and leadership skills.
- ITIL certification or relevant IT service management knowledge is a plus.
Technical proficiency with at least 2 of the following ServiceNow modules:
- IT Service Management (ITSM)
- IT Business Management (ITBM)
- IT Operations Management (ITOM)
- IT Governance, Risk, and Compliance (IT GRC)
- Human Resources Service Delivery (HRSD)