Position Details: ServiceNow QA Manager

Must Have Technical/Functional Skills

 • Lead workshops to understand customer’s business imperatives, technology landscape and transformation priorities.

• Lead ServiceNow implementation and digital transformation journeys for ITSM, ITOM, FSM, Data Migrations, catalog forms

• Interfacing implementation teams, explaining customer requirements, to ensure a successful transition and delivery execution.

• Experience in ITSM, ITOM, FSM, Data Migrations, catalog forms.

• Experience leading large scale implementation and transformation programs is preferable.

• Experience in Advisory, Consulting, and Solutioning HRSD, WSD and S2P is preferred.

• Experience in collaborating with multiple stakeholders from within the organization, customers as well as partners.

• Perform framework driven assessment to benchmark customer’s maturity levels across specific domains & functions.

• Consult clients on improving employee experience, HR Agent experience, optimizing workflows, and simplifying HR Service Delivery.

• Map customers’ business problems to ServiceNow solutions.

• Present a PoV to customers on how to leverage the platform to address business priorities.

• Prepare business case for ServiceNow driven transformation.

• Craft a solution roadmap aligned with customer’s business and technology strategy

• Expertise ServiceNow deployments, ITSM, ITOM, FSM, Data Migrations, catalog forms , consolidations, upgrades, integration with other third-party systems, Orchestration.

• Understand Architecture Solution for the implementation or Maintenance of ServiceNow platform.

• Develop a design aligned with the Architecture and technical requirements.

• Work with Architect and customers for the technical requirements, document them, play back and baseline.

• Work effectively with geographically diverse teams (offshore) to deliver timely responses to clients and client account teams.

Roles & Responsibilities

 Lead a team of ServiceNow developers, web designers, integration SMEs and QA analysts to build and deploy the applications meeting the customer requirements.

• Evolve business solutions, articulate as appropriate to client audiences.

• Actively engages in Governance call, allowing to grasp the initial user requests' requirements effectively.

• Collaborates with both internal and external stakeholders to enhance the story with relevant details, ensuring that the requirements are communicated in a clear and understandable manner for developers, thereby enhancing their productivity.

• Closely collaborates with team leads and architects to facilitate the creation and documentation of appropriate solutions within the story.

•  Work alongside leaders to maintain awareness of the customer experience team's progress and achievements.

• Diligently tracks all the stories that need to be delivered within a given timeframe.

• Experience working with stakeholders to understand, document, and prioritize requirements for process and ServiceNow enhancements. 

• Experience defining and documenting governance processes and procedures and ensuring that the processes are followed

Generic Managerial Skills, If any

 • Create and execute development plans as appropriate to meet changing needs and requirements.

• Good Communication and presentation skills, Client handling

• Thought leadership – Steer the team towards success by creating a trust environment.

• Good at creating required information for Reporting and Dashboards