Roles and Responsibilities:

Must have skills

• Strong knowledge of ServiceNow modules and applications, including Incident, Problem, Change, Asset, and Service Catalog
• Good understanding of Service Lifecycle management including SLI, SLO, observability signals definitions
• Experience with SQL or other query languages for reporting and data analysis.
• Data analysis – ability to understand/analyse/propose interface designs, API interactions – data modelling and mapping, request/response, and different error conditions.
• Collaborate with cross-functional teams to gather and analyze data, identify trends, and develop actionable insights
• Support the service manager with synthesising information from various sources and communicating effectively and clearly to senior stakeholders the progress of each event
• Define end-to-end system flow for business services and get agreement from business and tech partners
• Preparing monthly reports to business covering Business Services – Operational Performance.
• Strong requirements elicitation/gathering, estimation, facilitation, and impact assessment skills – with equal focus on business process and technology impacts.
  
  

  Good to have skills

  • Analysing and documenting Audit, BCP, DR plans
  • Experience working in Observability requirements; compliance like UAR/SSD, BDD, SLA, ISEN
  • Observability tools and dashboarding like DynaTrace, Splunk dashboarding
  • Prepare the documentation required for Technology Risk Controls
  • Ability to meetings, conduct agile ceremonies, manage impediments, and support the squad from Scrum Mastery perspective.
  • Ability to carry out journey mapping and process mapping for existing and new features in the solutions owned by the squad.
  • A thorough understanding and working experience in the scaled agile environment
  Experience in using creative and innovative problem-solving techniques