ITSM Platform Manager - L3 at Blue Pearl Consulting Services

Job Description

• The ITSM Platform Manager - L3 is responsible for overseeing the technical aspects of the ServiceNow platform, ensuring its configuration, customization, and optimization align with organizational requirements.
• As a Senior ServiceNow Technical Consultant, this role will guide the design and implementation of complex solutions within ServiceNow, providing technical leadership and expertise to drive platform excellence.

Key Responsibilities
ServiceNow Platform Management:

• Oversee the administration, configuration, and maintenance of the ServiceNow platform to meet business requirements.
• Develop and manage the roadmap for ServiceNow upgrades, enhancements, and new module implementations.
• Ensure the platform’s stability, reliability, and scalability, managing performance tuning, capacity planning, and monitoring.

Technical Consulting and Solution Design:

• Serve as a Senior Technical Consultant, providing expertise on complex ServiceNow implementations, including custom workflows, integrations, and system configurations.
• Lead the design of advanced solutions within the ServiceNow platform, including Incident, Change, Problem, Asset, and Configuration Management.
• Collaborate with stakeholders to understand business needs and translate them into technical requirements and solutions.

Platform Optimization and Process Improvement:

• Continuously evaluate and enhance platform performance, focusing on system efficiency, process automation, and user experience.
• Identify and implement ServiceNow best practices to optimize workflows and ensure alignment with ITIL standards.
• Conduct regular audits to assess platform health and performance, recommending enhancements as needed.

Stakeholder Engagement and Collaboration:

• Work closely with business leaders, IT teams, and external vendors to ensure effective use of the ServiceNow platform across the organization.
• Provide technical guidance to stakeholders on ServiceNow capabilities and advise on solutions that drive business value.
• Facilitate training sessions, workshops, and demonstrations to educate users on ServiceNow features and functionalities.

Documentation and Compliance:

• Develop and maintain comprehensive documentation on ServiceNow configurations, customizations, and best practices.
• Ensure the platform complies with security policies, industry standards, and regulatory requirements.
• Participate in governance processes for managing platform changes and updates.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• Experience: Minimum of 5-7 years of experience in ServiceNow platform management, with at least 2-3 years in a senior or L3 technical role.
• Certifications: ServiceNow Certified System Administrator required; ServiceNow Certified Application Developer or Certified Implementation Specialist is highly desirable. ITIL certification is a plus.

Skills and Competencies:
Technical Skills:

• Strong proficiency in ServiceNow administration, development, and customization.
• Expertise in JavaScript, Glide API, and other scripting languages used within ServiceNow.
• Familiarity with ServiceNow modules such as ITSM, ITOM, and ITBM.
• Experience in designing and implementing ServiceNow integrations with external systems using REST/SOAP APIs.

Soft Skills:

• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills for collaborating with technical and non-technical stakeholders.
• Ability to lead projects independently, manage priorities, and work in a fast-paced environment.
• Commitment to continuous learning and staying up-to-date with ServiceNow advancements and industry trends.