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Job Description:

ACCOUNTABILITIES :

Key Responsibilities:

Act as escalation point for incidents and problems, and represent the ServiceNow platform in the Major Incident Process
Supports problem management and CAPA for complex scenarios.
Provide transparency about operational performance (metrics, trends, findings) and drive service reviews with stakeholders
Ensure the Platform Capacity is proactively managed and aligned with the Platform Roadmap
Ensure transparency on license consumption and ensure only licenses products are deployed and used
Overseeing instance landscape and ensure instance alignment and integrity across the stack
Take responsibility for the technology life cycle activities within the ServiceNow platform, for example patching, and vulnerability response.
Own the Operational Handbook for the ServiceNow platform and dependent products.
Managing internal and external suppliers performance to ensure services are delivered to the agreed SLA.
Take responsibility for the Continous Service Improvement within the ServiceNow platform
Ensure that an up-to-date configuration is maintained, manage configuration changes and/or ensure that configuration items are identified, accounted, reported, verified and audited.
Ensure proper user and access management, adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders.
Ensure ongoing monitoring of the Platform Health
Own and manage the platform foundation data, ensure it's quality and integrity, prevent issues having foundation data as root cause
Collaborate with ServiceNow vendor to manage instance changes, including patches, maintenance activities, case escalations, and security notifications.
Own and oversee audit requirements, ensuring compliance with internal and external audit obligations.
Act as a team leader for the ServiceNow technical support team taking over day-to-day managerial responsibilities including performance management

DIMENSIONS AND ASPECTS:

Technical/Functional (Line) Expertise:(Breadth and depth of knowledge, application and complexity of technical knowledge)

ServiceNow Certified Administrator (Required)
Experience with UI Actions, UI Policies, Glide records, Script Includes, Business Rules, & ACLs within the ServiceNow framework (preferred)
Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including SSO, SAML, SSL, Web Services, REST, LDAP, JDBC, ODBC. (required)
Hands-on administration and troubleshooting experience with the ServiceNow platform
ServiceNow Developer Certification desired

Leadership:(Vision, strategy and business alignment, people management, communication, influencing others, managing change)

Ability to priorize in a complex environment
Direct strategic vendors and internal service providers ensuring the alignment of ServiceNow operational requirements
Maintain relationships with the compliance, quality and information security teams ensuring beyond compliance quality and security of the platform
Maintain relationships with the business and IT stakeholders to ensure ServiceNow platform operations support ongoing and future service needs
Foster a diverse workplace that enables all participants to contribute to their full potential in pur-suit of organizational objectives.
Ability to manage a small team of experts and analysts.

Decision-making and Autonomy:(The capacity and authority to make organizational decisions, autonomy in decision-making, complexity of decisions, impact of decisions, problem-soliving)

Works independently with minimal direct supervision.
Leverage independent Judgment to determine optimal methods of task completion and work prioritization.
Adherence to Takeda Policies, Processes and Standards
Authority to delegate Tasks and Responsibilities to other (external) team-members

Interaction:(The span and nature of one's engagement with others when performing one's job, internal and external relationships)

External Partners providing Services to Takeda.
BOTT team
ServiceNow Platform Architect
ServiceNow Product Teams including business analysts and architects
Service Integration Team
Service Governance Team
Quality and Compliance Teams
Information Security Teams
Other teams and stakeholders using ServiceNow products at Takeda (HR, Takeda Business Solutions, Research and Development, etc)

Innovation:(The required level of scientific knowledge, knowledge sharing, innovation and risk taking)

Willing to take risks while championing new ideas in the interest of improving the end user experience.
Abilty to discover and drive industry best practices in the area of the ServiceNow Platform operations.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS :

Bachelor's degree in Computer Science or related field or equivalent experience.
8+ years of relevant technical experience including 5+ years of the ServiceNow platform experience in a senior technical role
Strong emphasis on Customer service and providing best-in-class end-user support.
Sense of urgency and excellent prioritization skills and ability to work under time pressure
Ability to solve complex technical and business problems.
Ability to coordinate projects and interact management.
Ability to work effectively in a team environment.
Self-starter; ability to work independently with minimal supervision.
Knowledge of ServiceNow platform.
Excellent verbal and written communication skills.
Excellent judgment and customer interaction skills.
Technical certifications and experience in the healthcare field and qualified/validated systems are a plus.

Preferred Technologies

ServiceNow Platform, JavaScript, Angular, Seismic, MySQL/MariaDB, SAML, SSL, Web Services, REST, JDBC

Locations:

IND - Bengaluru

Worker Type:

Employee

Worker Sub-Type:

Regular

Time Type:

Full time

ServiceNow Platform Operations Manager