Skills

Communication JavaScript ServiceNow Twilio Architecture Organization

Job Specifications

The Lead ServiceNow Application Support Engineer will be part of the Engineering & Ops team responsible for Application support of the ServiceNow instances with products – ITSM and ITOM, including ITAM, Service Catalog, Service Portal, Operational ITIL Processes, CMDB, Discovery, Event Management, Twilio, Nuvolo, Flexera (Soft Asset Management Tool) and System Integrations

Your Primary Responsibilities:

Manage a team of Application support engineers(onshore/offshore) to support operational activities, deployments of new capabilities, patching and upgrades of the ServiceNow platform
Lead all aspects of and help address production issues in a timely manner, including off hours and weekend as necessary
Responsible for service level availability of production and non-production environments
Responsible for collaborating with engineering, product and extended IT teams to ensure successful delivery of projects and support
Represent ServiceNow team to implement organization’s Disaster Recovery exercise
Define and document policies, procedures, standards related to application operations
Responsible for team’s adherence to (CLIENTS) regulatory and IT general controls and support for audit activities, as required
Responsible for working with ServiceNow support and extended vendor team to maintain platform hygiene, address performance and other platform specific issues on all environments
Produce performance/SLA reporting metrics for continuous improvement of the operations team
Provide level 2 engineering support to complement engineering team
Responsible for staffing, mentoring, and maintaining high performing operations team
Collaborate with onshore/offshore team environment across US/India time zones

Qualifications:

Bachelors or Masters in Computer Science or equivalent

Talents Needed for Success:

At least 12+. of experience in IT management with focus on IT Applications operations
Excellent understanding of ServiceNow platform architecture, and standard processes
Strong knowledge of ITSM processes and experience with JavaScript and REST APIs
Understanding of third-party integrations
Certifications: ServiceNow System Administrator (CSA)
Highly experienced with partner communication, knowledge of compliance standards, and handling audit activities
Adept in balancing multiple competing priorities and project deliverables
Excellent communication skills, both written and verbal, with the ability to articulate technical solutions in clear terms to a variety of audiences
ServiceNow Development; AI/ML capabilities will be desirable

Additional certifications on the following will be desirable: Application Development (CAD); ServiceNow Implementation Specialist (CIS) –Discovery, CMDB; ITIL