Black And White Business Solutions is actively seeking an experienced and driven Principal Lead - ServiceNow ITSM Consultant at an Architect Level. This pivotal role demands specialized expertise in the IT Service Management (ITSM) module of ServiceNow. The ideal candidate will play a crucial role in driving the strategic direction, meticulous configuration, and continuous improvement of the ServiceNow platform. You will be responsible for leading the strategy, roadmap, and execution of our ServiceNow ITSM platform, collaborating closely with stakeholders across IT, business units, and external partners to deliver scalable, user-centric solutions aligned with our enterprise service management goals.

Must-Have Skills

We are seeking an experienced and driven ServiceNow ITSM Product Owner with specialized expertise in the IT Service Management (ITSM) module. The ideal candidate will play a pivotal role in driving the strategic direction, configuration, and continuous improvement of the ServiceNow platform, and will be responsible for leading the strategy, roadmap, and execution of our ServiceNow ITSM platform. This role will collaborate closely with stakeholders across IT, business units, and external partners to deliver scalable, user-centric solutions that align with our enterprise service management goals.

Key Responsibilities

Strategic Planning:

Collaborate with key stakeholders to deeply understand business objectives and translate them into actionable ServiceNow platform initiatives.
Develop and maintain a comprehensive roadmap for the ITSM module, ensuring strong alignment with organizational goals and adherence to industry best practices.

Module Configuration and Customization:

Lead the design and implementation of ITSM solutions, including detailed configuration, necessary customization, and seamless integration with other critical enterprise systems.
Stay abreast of ServiceNow updates and new features to continuously leverage the latest capabilities for improved efficiency and enhanced user experience.

User Story Definition and Prioritization:

Work closely with business units to gather precise requirements and define clear user stories for both enhancements and new features within the ITSM module.
Prioritize backlog items strategically based on business value, alignment with strategic goals, and critical user needs.

Cross-functional Collaboration:

Collaborate with diverse cross-functional teams, including IT, HR, and other business units, to ensure the ServiceNow platform effectively meets varied and evolving needs.
Function as a key liaison between technical teams and end-users to facilitate effective communication, mutual understanding, and smooth project execution.

Change Management:

Implement effective change management strategies to ensure the smooth adoption of new features and processes across the organization.
Provide comprehensive training and documentation for end-users to maximize platform utilization and empower self-sufficiency.

Release Planning and Execution:

Plan and manage product releases, coordinating meticulously with development, testing, and deployment teams to ensure seamless transitions.
Monitor release progress and proactively resolve any roadblocks or issues that may arise during the implementation phase.

User Acceptance Testing (UAT):

Define clear acceptance criteria for user stories and work closely with ServiceNow teams to ensure comprehensive testing of solutions.
Coordinate and support user acceptance testing, actively gathering feedback and ensuring the delivered solution fully meets defined business needs.

Continuous Improvement:

Proactively identify opportunities for process improvements, user experience enhancements, and efficiency gains within the ITSM landscape.
Stay up to date with ServiceNow platform capabilities and evolving industry best practices, driving innovation.

Stakeholder Engagement and Communication:

Communicate project statuses, updates, and progress transparently to stakeholders at various levels of the organization.
Address questions, concerns, and feedback constructively to ensure strong alignment and complete transparency throughout projects.

Vendor Management:

Manage relationships with ServiceNow vendors and stay informed about platform updates, new releases, and emerging best practices.
Evaluate and recommend third-party applications or integrations to further enhance the platform's capabilities and extend its value.

Qualifications

BE / B.Tech
ServiceNow Expertise: Deep understanding of ServiceNow architecture, data model, and development best practices.
Development Skills: Proficiency in JavaScript, Glide APIs, Flow Designer, and UI development.
Integration Knowledge: Experience with REST, SOAP, JSON, LDAP, OAuth, and various integration middleware solutions.
Cloud & Security: Strong understanding of cloud infrastructure, IT security, and compliance frameworks.
Certifications:
ServiceNow Certified Technical Architect (Must have).
ServiceNow Certified System Administrator (CSA).
Certified Implementation Specialist (CIS).
Certified Application Developer (CAD).

Preferred Qualifications

Experience in working in Agile/Scrum environments.
Familiarity with ITIL framework and best practices.
Strong problem-solving, analytical, and communication skills.

CTC Range

As per market standards

Notice Period

Immediate

Contact: Bhuvaneshwari S Senior Specialist Black and White Outsourcing Pvt Ltd Bangalore, Karnataka, INDIA. Email: [HIDDEN TEXT] | Website: www.blackwhite.in

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