Merck KGaA

ServiceNow Operations Lead

Posted On

Jan. 21, 2025

Location

Bangalore, Karnataka

Experience Level

E - Professional (10+ years)

Job Type

Full-time

Apply By

Feb. 11, 2025

Job Description

The ServiceNow Operations Lead will oversee the daily management, optimization, and continuous enhancement of ServiceNow operations within the organization. This role is responsible for the platform's stability, performance, and alignment with business needs, while leading a team of ServiceNow specialists and collaborating across IT and business functions. The ideal candidate will possess extensive technical knowledge of ServiceNow, strong operational management experience, and a proactive problem-solving approach to ensure the smooth and efficient operations of the ServiceNow platform. This role will be based in Bangalore, India, and reporting to Head of ServiceNow Centre of Excellence (CoE).Manage the daily operations of the ServiceNow platform, ensuring high availability, performance, and adherence to service level agreements (SLAs).Lead and optimize incident, problem, and change management processes within the ServiceNow platform to minimize disruption, ensure proper documentation, and facilitate rapid issue resolution.Conduct business review meetings with stakeholders and monitor improvements.Participate platform upgrades, patching, and maintenance in collaboration with other IT teams.Lead and mentor a team of ServiceNow administrators and specialists to ensure optimal platform performance and effective resolution of operational issues.Provide guidance and support to team members, promoting professional development opportunities and fostering a collaborative and productive work environment.Drive automation and process improvement initiatives within ServiceNow operations to enhance efficiency and reduce manual efforts.Collaborate with business and technical stakeholders to implement best practices and ITIL processes within the ServiceNow platform, ensuring alignment with the overall business objectives.Ensure the ServiceNow platform adheres to governance policies and meets internal security, compliance, and audit requirements.Coordinate audits and assist with the management of ServiceNow-related compliance documentation.Manage relationships with ServiceNow vendors and third-party service providers, ensuring the timely resolution of issues and high-quality service delivery.Work with internal and external stakeholders to align platform changes with business needs and strategic goals.Who You Are: Minimum of 7 years’ experience working with ServiceNow, including at least 2+ years in an operations or leadership role.Solid understanding of ITSM processes and ServiceNow modules (e.g., ITSM, ITOM, CMDB, HRSD, App Engine and CSM).Proven experience with ServiceNow platform administration and performance optimization.Experience in leading teams in a technical environment and handling operations management responsibilities.Relevant ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist, ITILV4 Foundation).Experience in Agile project management methodologies.Strong technical expertise in ServiceNow administration, platform configuration, and troubleshooting.Knowledge with ServiceNow performance monitoring tools and the ability to optimize platform performance.Excellent communication, leadership, and problem-solving skills, with the ability to manage multiple priorities.Familiarity with DevOps methodologies is a plus.

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