Principal Lead- Service Now ITSM Consultant

Zensar Technologies


Date: 12 hours ago
City: Hyderabad, Telangana
Contract type: Full time
Key Responsibilities

 JOB DESCRIPTION

Strategic Planning

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

Module Configuration And Customization

  • Lead the design and implementation of ITSM, including configuration, customization, and integration with other systems.
  • Stay abreast of ServiceNow updates and new features to leverage the latest capabilities for improved efficiency and user experience.

User Story Definition And Prioritization

  • Work closely with business units to gather requirements and define user stories for enhancements and new features.
  • Prioritize backlog items based on business value, strategic goals, and user needs.

Cross-functional Collaboration

  • Collaborate with cross-functional teams, including IT, HR, and other business units, to ensure the ServiceNow platform meets diverse needs.
  • Function as a liaison between technical teams and end-users to facilitate effective communication and understanding.

Change Management

  • Implement effective change management strategies to ensure smooth adoption of new features and processes.
  • Provide training and documentation for end-users to maximize platform utilization.

Release Planning And Execution

  • Plan and manage product releases, coordinating with development, testing, and deployment teams.
  • Monitor release progress and resolve any roadblocks or issues that arise during implementation.
  • User Acceptance Testing (UAT):
  • Define clear acceptance criteria for user stories and work closely with ServiceNow teams to ensure comprehensive testing.
  • Coordinate and support user acceptance testing, gathering feedback and ensuring the solution meets business needs.

Continuous Improvement

  • Proactively identify opportunities for process improvements, user experience enhancements, and efficiency gains.
  • Stay up to date with ServiceNow platform capabilities and industry best practices.
  • Stakeholder Engagement and Communication:
  • Communicate project statuses, updates, and progress to stakeholders at various levels of the organization.
  • Address questions, concerns, and feedback to ensure alignment and transparency.

Vendor Management

  • Manage relationships with ServiceNow vendors and stay informed about platform updates, releases, and best practices.
  • Evaluate and recommend third-party applications or integrations to enhance the platform.

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