ServiceNow Technical Lead

Role: ServiceNow Technical Lead

About the Role:

We are seeking a highly skilled ServiceNow Technical Lead to manage and optimize our ServiceNow platform. As a key member of our team, you will lead a team of ServiceNow administrators and developers in streamlining IT service management processes, enhancing user experiences, and maintaining high levels of system stability.

Key Responsibilities:

Leadership and Team Management:

• Lead and mentor a team of ServiceNow administrators and developers
• Set clear objectives, provide guidance, and foster a collaborative and innovative team culture
• Manage workload distribution and ensure the team's productivity and performance meet organizational standards

ServiceNow Platform Management:

• Oversee the day-to-day operations of the ServiceNow platform
• Collaborate with cross-functional teams to gather requirements and design efficient IT service management processes
• Plan and execute ServiceNow upgrades, patches, and enhancements while minimizing disruptions

Configuration and Development:

• Configure and customize ServiceNow modules to meet the bank's evolving business needs
• Develop and maintain workflows, scripts, and integrations to automate and improve processes
• Ensure data integrity and security within the platform

Incident and Problem Resolution:

• Lead the resolution of complex incidents and problems related to ServiceNow functionality
• Implement best practices for monitoring and maintaining system stability

Documentation and Training:

• Create and maintain comprehensive documentation of ServiceNow configurations and processes
• Provide training and support to end-users and IT staff on ServiceNow features and best practices

Vendor and Stakeholder Management:

• Collaborate with external vendors and consultants for ServiceNow-related projects
• Build strong relationships with internal stakeholders to understand their requirements and align ServiceNow solutions accordingly

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience)
• Proven experience as a ServiceNow administrator or developer, including leadership or team lead experience
• In-depth knowledge of ServiceNow platform configuration, scripting, and integration capabilities
• Strong problem-solving skills and the ability to troubleshoot complex technical issues
• Excellent communication, interpersonal, and leadership skills
• ITIL certification or relevant IT service management knowledge is a plus
• Technical proficiency with at least 2 of the following ServiceNow modules:

IT Service Management (ITSM) IT Business Management (ITBM) IT Operations Management (ITOM) IT Governance, Risk, and Compliance (IT GRC) Human Resources Service Delivery (HRSD)