Servicenow Developer

**Service now developer**:

- ServiceNow Developer

The ServiceNow Developer will be responsible for ServiceNow discovery and mapping as well as working with Configuration Items (CI) data owners to ensure quality of the data meets metric standards. This includes doing audits to ensure data is correct and accurate and also having a good understanding of what’s behind each request. This team wants to be sure the requests from data owners can be done and should be done in the manner requested.

**Responsibilities**:

- Hands on Expertise with Integrations
- Hands on Expertise with Discovery
- Represent a specific technical domain in the IT organization
- Ensure the CI data is properly maintained and is available when and where it’s needed
- Develop, document, and implement CI data governance processes and procedures for effectively managing CI data
- Ensure that the CMDB effectively supports other ITSM processes such as Incident, Change, and Asset Mgt.
- Develop and monitor CI data health reports / dashboards and resolve any issues
- Ensure the quality of the CMDB data is maintained and that target metrics are established and met, resolving issues in a timely manner
- Proactively identify CI classes, attributes, and relationship types that are required
- Proactively identify and resolve CI data, metric, process, or functionality gaps in the CMDB
- Ensure the CIs are created or updated using only approved processes and procedures
- Develop, document, and implement CI data audits and address any issues that arise
- Evaluate enhancement requests and identify appropriate solutions
- Validate CMDB functionality as part of ServiceNow platform upgrades and deployments

Qualifications:

- ServiceNow experience with a focus on IT Service Management (ITSM)
- Experience with the ServiceNow CMDB and how it supports other ITSM processes such as Incident, Change, and Asset Mgt.
- Experience defining, documenting, and implementing CMDB governance processes and procedures and ensuring that the processes are followed
- Experience defining, documenting, and implementing CI Data audits
- Experience managing CI data in a ServiceNow CMDB
- Experience creating CI Data Health reports, identifying, and resolving CI data gaps to maintain CI data integrity
- Certified ServiceNow Admin (CSA)

English fluent for Mexico and guadalajara

**͏**:
**Do**
- ** 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
- 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 Wipro’s 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 enrichi