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Wipro
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Lead Administrator - L1

Lead Administrator - L1

Wipro

7 - 12 years

9 - 14 Lacs

Bengaluru

Posted:1 week ago| Platform:

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Skills Required

root cause analysis talent management troubleshooting sip middleware contract administration project management problem management service level management change management itsm incident management service improvement itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Work Mode: Hybrid / Remote / Onsite (as applicable)

Job Summary:

We are looking for a highly skilled and experienced ServiceNow Developer with over 7 years of hands-on expertise in developing and customizing solutions on the ServiceNow platform, with a strong focus on IT Service Management (ITSM) and IT Operations Management (ITOM) modules. The ideal candidate will work closely with architects, product owners, and cross-functional teams to deliver high-quality ServiceNow solutions aligned with business needs.

Key Responsibilities:

Design, develop, and customize ServiceNow applications and modules, with a primary focus on ITSM (Incident, Change, Problem, Request, Knowledge) and ITOM (Discovery, CMDB, Event Management, Orchestration).

Create and configure Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and Workflows.

Implement and manage ServiceNow Discovery, MID Servers, and CMDB health.

Develop integrations between ServiceNow and external systems using REST/SOAP APIs, IntegrationHub, and custom integrations.

Participate in gathering requirements, translating them into functional/technical specifications, and delivering robust solutions.

Optimize performance and scalability of ServiceNow instances.

Participate in testing, QA, and production deployment activities.

Create and maintain technical documentation for implementations and customizations.

Collaborate with platform architects and business stakeholders to ensure alignment with the overall ServiceNow roadmap.

Required Skills & Experience:

7+ years of hands-on experience in ServiceNow development and administration.

Strong experience in core ITSM modules and ITOM components like Discovery, CMDB, Event Management, Orchestration, and Service Mapping.

Proficient in JavaScript, Glide API, and Flow Designer.

Deep understanding of CMDB structure, data models, and dependency mapping.

Experience working with MID Servers, credentials management, and probes/sensors.

Expertise in building custom applications and configuring portal widgets (Service Portal).

Solid knowledge of Access Control Rules (ACLs), UI Policies, and Data Policies.

Experience with version upgrades, clone management, and patching activities.

Familiarity with Agile/Scrum development practices.

Preferred Qualifications:

ServiceNow Certified System Administrator (CSA) Mandatory

Certified Implementation Specialist (CIS) in ITSM or ITOM Preferred

Exposure to DevOps, App Engine, or SecOps is a plus

Experience working in large enterprise environments is desirable

Soft Skills:

Strong analytical and problem-solving skills

Excellent communication and interpersonal abilities

Ability to work both independently and as part of a team

Self-motivated with a passion for learning and growing in the ServiceNow ecosystem

Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
- Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
- Conduct technology capacity planning by reviewing the current and future requirements
- Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
- Strategize & implement disaster recovery plans and create and implement backup and recovery plans
Manage the day-to-day operations of the tower
- Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.
- Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
- Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
- Develop shift roster for the team to ensure no disruption in the tower
- Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
- Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
- Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

Team Management

Resourcing
- Forecast talent requirements as per the current and future business needs
- Hire adequate and right resources for the team
- Train direct reportees to make right recruitment and selection decisions
Talent Management
- Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness
- Build an internal talent pool of HiPos and ensure their career progression within the organization
- Promote diversity in leadership positions
Performance Management
- Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
- Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team
- Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
- Exercise employee recognition and appreciation

Mandatory Skills: ServiceNow - IT Service Management.

Experience: 5-8 Years.

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Lead Administrator - L1