Custom Software Engineer
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : ServiceNow IT Service Management (ITSM)
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
Experienced Project Manager to lead the implementation of ServiceNow Now Assist across ITSM, IT Operations Management (ITOM), and Control Tower workflows. This pivotal role will be responsible for driving the successful adoption and integration of AI-powered capabilities to enhance our IT Service Management processes, optimize IT operations, centralize monitoring, improve operational efficiency, and deliver superior user experience. Required strong understanding of ITSM and ITOM principles, a proven track record in delivering complex ServiceNow-based solutions, and a keen interest in leveraging generative AI to transform service and operations delivery. You will be instrumental in identifying, prioritizing, and executing use cases that unlock the full potential of Now Assist within our IT landscape, specifically targeting improvements in incident management, operational visibility, and proactive problem resolution.
Roles & Responsibilities:
- Lead end-to-end project lifecycle for ServiceNow Now Assist implementations, from initiation and planning to execution, monitoring, control, and closure.
- Effectively engage and manage relationships with key stakeholders across IT Service Management, IT Operations, Business Units, vendors (ServiceNow), and other relevant departments
- Collaborate with ITSM process owners and subject matter experts to identify, define, and prioritize high-impact Now Assist use cases that align with business objectives and deliver tangible value (e.g., automated incident resolution, intelligent routing, knowledge article generation, virtual agent enhancements).
- Work closely with technical teams, Product Owners, Process Owners, and Business Analysts to translate identified use cases into detailed functional and technical requirements. Oversee the design and configuration of Now Assist capabilities within the ServiceNow platform.
- Manage relationships and deliverables with ServiceNow and other third-party vendors as required for the successful implementation of Now Assist features.
- Proactively identify, assess, and mitigate project risks and issues, escalating as appropriate and developing contingency plans.
- Develop and execute comprehensive change management strategies, including communication plans, training programs, and user adoption initiatives to ensure successful integration and utilization of Now Assist.
- Manage project budgets, track expenditures, and allocate resources effectively to ensure projects are delivered within scope, on time, and within budget.
- Provide regular project status updates, reports, and presentations to senior management and governance bodies.
Professional & Technical Skills:
- In-depth knowledge and hands-on experience with the ServiceNow platform, particularly within ITSM modules (Incident, Problem, Change, Service Catalog, Knowledge Management).
- Solid understanding of IT Service Management principles, processes, and frameworks (ITIL v3 or v4 certification preferred).
- Familiarity with the concepts and capabilities of generative AI and its application in enterprise environments, specifically within service management contexts.
- Certifications (Desired): PMP, PRINCE2, CSM, ITIL, ServiceNow certifications are highly desirable.
- Experience working within the financial services industry is a plus.
Additional Information:
- The candidate should have minimum 7.5 years of experience in ServiceNow IT Service Management.
- This position is based at our Pune office.
- A 15 years full time education is required.
Pune
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