ServiceNow Platform Manager - Hyderabad, India - Epiq

Description

Summary:

As the ServiceNow Platform Manager at Epiq, you will be responsible for overseeing the entire lifecycle of the ServiceNow platform, including product roadmap, team management, performance management, and platform governance. With a strong understanding of the ServiceNow Development Platform, you will drive the development and optimization of shared platform components and capabilities to enhance user experience. Your role involves engaging stakeholders to gather and prioritize requirements, ensuring alignment with business strategy, and managing dependencies effectively. Your expertise in Agile methodology and ServiceNow instances management will be pivotal in driving the success of the platform and meeting business objectives.

Responsibilities:

As a ServiceNow Platform Manager, you will be accountable for Product Roadmap, Platform Management, Team Management, performance Management, Defect Management, High Level Requirement Gathering, Technical solutioning, Capacity Management, Periodic Metrics and End to End Team Delivery.

Possess strong understanding of ServiceNow Development Platform including, but not limited to, ITSM, CSM, CMDB, Discovery, Asset Management, Major incident Management, Change Management, Custom Development, virtual Agent, Portals, Performance Analytics, Service catalogue management, Enhancements-Stories etc

• Support creating the overall roadmap and shape demand for enterprise platform consumption.
• Ensure platform team alignment with the business strategy, roadmap, and platform governance policies.
• Maintain oversight of the ServiceNow instances, the core platform team, and any escalations
• Engage stakeholders on necessary inputs for product strategy & roadmap, get buy-in, manage communications, expectations, and dependencies.
• Preside over design configuration decisions to ensure a seamless user experience that aligns with the platform design strategy.
• Drive a strategy and roadmap to simplify how developers consistently employ and optimize shared platform components, capabilities, and workflow patterns to deliver the best possible work experience to the users of the applications they develop
• Responsible for the lifecycle management of the Platform including cost management, Security and Compliance guidelines.
• Lead the team in Configuring & maintaining end to end ServiceNow platform within Epiq including but not limited to Service Catalogue, Performance Analytics (indicator source, indicator, job, breakdown, widget, dashboard) , Discovery with OOB configuration, custom probes and sensors in Discovery, applications to work in the ServiceNow mobile apps, Service Portal
• Manage or handle part of the end-to-end Planning, design, build, test, deploy and run the platforms for both Functional and non-functional requirements in line with planned budget, resources and timelines, working effectively with cross functional teams
• Gather, prioritize and define requirements (while actively grooming backlog) into executable epics and user stories
• Engaging with internal teams to understand their business needs and to outline detailed product requirements.
• You will clarify and coordinate dependencies with other Business Owners, Project Management, external stakeholders and infrastructure teams, and collaborate with these to visualize and prioritize stories accordingly.
• Work with stakeholders and Infrastructure teams to ensure flow and collaborate with stakeholders to understand key drivers for deliveries to enable ongoing prioritization and content elaboration.
• Ensure the platform team is delivering according to its commitment and work with team daily to overcome challenges and clarifying questions to ensure flow. Show proactive ownership of the Agile team deliveries by participating in ad-hoc clarifications and prioritizations during the iterations and work with the Agile to visualize progress.
• Minimum 8+ years of experience with Service-Now Worked on Service Now applications scoped and global applications.
• Worked with 3rd party integrations on Incident management, problem management, change management and knowledge management, Troubleshooting ServiceNow performance issues
• Advanced understanding of the test and production environments, update sets, and system cloning
• Advanced administrative technical knowledge of the ServiceNow ITSM platform.

Skills and Experience

• 10+ years minimum experience with the design, development, and support of technology infrastructure including 5+ years of management experience leading development teams
• At least 6+ years of experience of ServiceNow development, design, architecture & E2E platform management
• Strong analytical, problem-solving, and decision-making capabilities
• Experience with Agile development and testing methodology.
• Creating domain separated environments and configuring each module per customer requirements.
• Strong working knowledge of ServiceNow instances including old and new releases.

It is Epiq's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual's race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.