Information Technology Service Management Manager

About Birlasoft:

Birlasoft, a powerhouse where domain expertise, enterprise solutions, and digital technologies converge to redefine business processes. We take pride in our consultative and design thinking approach, driving societal progress by enabling our customers to run businesses with unmatched efficiency and innovation. As part of the CKA Birla Group, a multibillion-dollar enterprise, we boast a 12,500+ professional team committed to upholding the Group's 162-year legacy. Our core values prioritize Diversity, Equity, and Inclusion (DEI) initiatives, along with Corporate Sustainable Responsibility (CSR) activities, demonstrating our dedication to building inclusive and sustainable communities. Join us in shaping a future where technology seamlessly aligns with purpose.

About the Job – Role's responsibilities in leading and guiding the technical aspects of ITOM implementations and support, focusing on areas like discovery, service mapping, configuration management, and event management. The technical lead will be responsible for guiding the development and maintenance of ITOM solutions, ensuring they meet business needs and adhere to industry best practices.

Job Title - SNOW Architect

Location: Noida/Pune/Bengaluru/Mumbai/Chennai

Educational Background: Bachelor’s degree in computer science, Information Technology, or related field.

Mode of Work- Hybrid

Experience Required - 8-10 Relevant Years

Job Responsibilities:

Expertise in understanding the customer business need and decipher it for technical development in ServiceNow

Specialization in designing solutions on ServiceNow platform basis the customer need

Specialization in providing scope, effort estimates and suggesting development methodology for the required ServiceNow solutions

Experience in creating user stories or work break down structures to enable the technical team to work upon deliverables

Experience in tracking work items and reporting the progress to different stakeholders

Experience in handling escalations from within the team as well as project stakeholders

Know how to conduct requirement gathering for ServiceNow implementation

Experience in designing Technical (LLD) Design Documents, Training Documents etc.

Experience in conducting Technical Reviews, End User Trainings

Strong Experience in configuration of IT Service Mgmt. – Incident Mgmt., Problem Mgmt., Change Mgmt., Release Mgmt., Service Request, Service Portal, Service Catalog, Asset and User Set up

Strong development experience in ServiceNow (REST/SOAP Webservices, java scripting etc.)

Experience in configuration of CMDB, Asset Mgmt. and Orchestrations for SW Dist.

Expertise in setting up ServiceNow ITBM – Project, Portfolio, Demand, Resource and Finance

Expertise in designing ServiceNow Reports and setting up Performance Analytics

Experience in creating custom processes, custom 3rd party integrations and custom applications

Demonstrate an awareness of Best Practices of ServiceNow implementation

Ability to work, lead and manage a global team

Experience in project management and understanding of the contracts, etc. to lead the project delivery

Experience in coordination with different stakeholders both customer and internal to effectively deliver the project on time, within scope and within budget

Strong problem solving and troubleshooting skills with the ability to exercise mature judgment

Good English communications skill to communicate effectively with team members and customers

Knowledge of ServiceNow upgrade, cloning and working with ServiceNow HI support team

Experience in set up of ServiceNow integration (LDAP/SSO, Email, Chat, etc.)

Experience & Knowledge of Domain separation implementation

Experience in Data segregation.