Director - Software Engineering - ServiceNow Capabilities

Director - Software Engineering - ServiceNow Capabilities [ITSM, and ITOM/ITBM]

Role: Director Engineering-ServiceNow Capabilities

Experience:18+ years

Location: Bangalore

Summary of the Role:

Director - Software Engineering: Solutions & Implementation of ServiceNow. This role involves managing ServiceNow Development, Design & Implementation reporting to a Global Department Manager and locally to AVP - Platform Engineering. The ideal candidate will lead a Global Department comprising of teams dealing with ServiceNow modules development, adoption, and implementation. The ideal candidate will apply process methodology accordingly, in addition to fully understanding the phases of the development lifecycle. Maintains ServiceNow knowledge of current & emerging technologies within the platform through articles, community and attending industry forums/user groups. This teams will work closely with the Frontline, Service Management (Change, Config, Release Processes), as well as Software Configuration and Deployment teams.

Main Responsibilities:

- Proven experience in leading teams responsible for development and delivery of ITSM and/or CSM solutions using ServiceNow environments

- Must be experienced in ServiceNow ITSM, and ITOM/ITBM module implementations and Integrations

- Design, develop and deliver automated workflow solutions using ServiceNow Rest/SOAP/Orchestration/Integration Hub capabilities

- Experience with scripting in the ServiceNow platform using JS: Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly, etc.

- Hands-on experience in Service Catalog, Customer Service Management and Customer Service Management portal (CSM)

- Technically led teams to build and deliver projects at scale, using distributed solutions to maximize availability and reliability, within the target scope, schedule and cost objectives

- Lead teams to Deliver the below:

- Develop and manage application code, user interface (UI), and third-party integrations

- Develop necessary development documentation as needed e.g., project plan, technical design, developer notes, user manual, etc.

- Design for and maintain a highly available and recoverable environment

- Provide Administrative ServiceNow support, including advanced support via troubleshooting, implementing bug fixes and root cause analysis

- Active listening skills, respecting others' point of view and taking ownership of contributing the required input while demonstrating strong communication skills (written, interpersonal, and presentational)

- Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing assistance in solving business processes and/or technical problems and relay that in English and not just IT jargon

- Demonstrated interpersonal skills, customer centric attitude, ability to deal with cultural diversity

- Review proposed solutions with solution architect and ServiceNow.

- Proven experience in leading teams responsible for development and delivery of ITSM and/or CSM solutions using ServiceNow environments

- Must be experienced in ServiceNow ITSM, and ITOM/ITBM module implementations and Integrations

- Design, develop and deliver automated workflow solutions using ServiceNow Rest/SOAP/Orchestration/Integration Hub capabilities

- Experience with scripting in the ServiceNow platform using JS: Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly, etc.

- Hands-on experience in Service Catalog, Customer Service Management and Customer Service Management portal (CSM)

- Technically led teams to build and deliver projects at scale, using distributed solutions to maximize availability and reliability, within the target scope, schedule and cost objectives

- Lead teams to Deliver the below :

- Develop and manage application code, user interface (UI), and third-party integrations

- Develop necessary development documentation as needed e.g., project plan, technical design, developer notes, user manual, etc.

- Design for and maintain a highly available and recoverable environment

- Provide Administrative ServiceNow support, including advanced support via troubleshooting, implementing bug fixes and root cause analysis

- Active listening skills, respecting others' point of view and taking ownership of contributing the required input while demonstrating strong communication skills (written, interpersonal, and presentational)

- Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing assistance in solving business processes and/or technical problems and relay that in English and not just IT jargon

- Demonstrated interpersonal skills, customer centric attitude, ability to deal with cultural diversity

- Review proposed solutions with solution architect and ServiceNow.

- Consulting with business users and stakeholders to obtain improvement feedback.

- Foster Innovation and drive Continuous Improvement programs. Experience in managing stakeholders spread across multiple geographies across the globe.

- A self-driven go-getter with strong analytical and problem-solving skills, proficient in balancing vertical and horizontal initiatives. Strong leadership skills, and Proactive sense of urgency and 'can do' attitude

- Actively involved in all stages of requirement analysis, design, implementation, testing, tuning, automation, deployment and production monitoring.

- Experience in evaluating and implementing open-source solutions and driving adoption.

- Enjoy people connect, customer engagement, root cause analysis and cross BU collaborations.

- Fostered innovation, conducted opensource meetups, branding initiatives and talent pool creation and IDP

- Manage the relationship with external vendors and providers

- Drive full set of people management activities.

- Lead, motivate, coach and develop team members - drive a culture of strong staff engagement.

- Manage team performance from a delivery point of view along given targets, directives and processes.

- Foster continuous improvement as an incremental piece of the daily work.

- Leadership - driving on Key Management Goals within TPE

- Management - Quality, Cost, Process, Customer, Time Management

- Agile and SAFe leadership

- Lifecycle Management

- Decommissioning Support

- Regular Reporting and Management

- Understand customers' (internal/external) needs and translate them into services.

- Effectively communicate with team members, peers and management.

Skills & Knowledge - Technical / Functional:

Managerial :

- Personal Management Skills

- Good Project Management and negotiation skills

- Good Communicator in written and oral form

- High IT-affinity in general, i.e. ability to quickly gain top-level understanding and interact with various subject matter experts

In-depth knowledge of project management, ideally PMP or equivalent certification

- Strong interpersonal skills, tenacity and ability to drive results in a complex, multicultural environment and at different hierarchical levels

Technical :

- 5+ years of experience of ServiceNow Development

- 5+ years of experience in IT Service Management or Customer Service Management process & design

- Overarching understanding of ServiceNow Enterprise product suite

- Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions: ServiceNow API's, SSO, SAML, SSL, Web Services, REST, etc.

- Ability to apply business concepts into a technical solution

- Web portal development skills such as HTML, CSS, Angular JS, Bootstrap