About this role
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Job Description
ACCOUNTABILITIES
Key Responsibilities
• Act as escalation point for incidents and problems, and represent the ServiceNow platform in the Major Incident Process • Supports problem management and CAPA for complex scenarios. • Provide transparency about operational performance (metrics, trends, findings) and drive service reviews with stakeholders • Ensure the Platform Capacity is proactively managed and aligned with the Platform Roadmap • Ensure transparency on license consumption and ensure only licenses products are deployed and used • Overseeing instance landscape and ensure instance alignment and integrity across the stack • Take responsibility for the technology life cycle activities within the ServiceNow platform, for example patching, and vulnerability response. • Own the Operational Handbook for the ServiceNow platform and dependent products. • Managing internal and external suppliers’ performance to ensure services are delivered to the agreed SLA. • Take responsibility for the Continous Service Improvement within the ServiceNow platform • Ensure that an up-to-date configuration is maintained, manage configuration changes and/or ensure that configuration items are identified, accounted, reported, verified and audited. • Ensure proper user and access management, adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders. • Ensure ongoing monitoring of the Platform Health • Own and manage the platform foundation data, ensure it’s quality and integrity, prevent issues having foundation data as root cause • Collaborate with ServiceNow vendor to manage instance changes, including patches, maintenance activities, case escalations, and security notifications. • Own and oversee audit requirements, ensuring compliance with internal and external audit obligations. • Act as a team leader for the ServiceNow technical support team taking over day-to-day managerial responsibilities including performance management DIMENSIONS AND ASPECTS Technical/Functional (Line) Expertise (Breadth and depth of knowledge, application and complexity of technical knowledge)
• ServiceNow Certified Administrator (Required) • Experience with UI Actions, UI Policies, Glide records, Script Includes, Business Rules, & ACLs within the ServiceNow framework (preferred) • Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including SSO, SAML, SSL, Web Services, REST, LDAP, JDBC, ODBC. (required) • Hands-on administration and troubleshooting experience with the ServiceNow platform • ServiceNow Developer Certification desired Leadership (Vision, strategy and business alignment, people management, communication, influencing others, managing change)
• Ability to priorize in a complex environment • Direct strategic vendors and internal service providers ensuring the alignment of ServiceNow operational requirements • Maintain relationships with the compliance, quality and information security teams ensuring beyond compliance quality and security of the platform • Maintain relationships with the business and IT stakeholders to ensure ServiceNow platform operations support ongoing and future service needs • Foster a diverse workplace that enables all participants to contribute to their full potential in pur-suit of organizational objectives. • Ability to manage a small team of experts and analysts.
Decision-making and Autonomy (The capacity and authority to make organizational decisions, autonomy in decision-making, complexity of decisions, impact of decisions, problem-soliving)
• Works independently with minimal direct supervision. • Leverage independent Judgment to determine optimal methods of task completion and work prioritization. • Adherence to Takeda Policies, Processes and Standards • Authority to delegate Tasks and Responsibilities to other (external) team-members
Interaction (The span and nature of one’s engagement with others when performing one’s job, internal and external relationships)
• External Partners providing Services to Takeda. • BOTT team • ServiceNow Platform Architect • ServiceNow Product Teams including business analysts and architects • Service Integration Team • Service Governance Team • Quality and Compliance Teams • Information Security Teams • Other teams and stakeholders using ServiceNow products at Takeda (HR, Takeda Business Solutions, Research and Development, etc) Innovation (The required level of scientific knowledge, knowledge sharing, innovation and risk taking)
• Willing to take risks while championing new ideas in the interest of improving the end user experience. • Abilty to discover and drive industry best practices in the area of the ServiceNow Platform operations.
EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:
• Bachelor's degree in Computer Science or related field or equivalent experience. • 8+ years of relevant technical experience including 5+ years of the ServiceNow platform experience in a senior technical role • Strong emphasis on Customer service and providing best-in-class end-user support. • Sense of urgency and excellent prioritization skills and ability to work under time pressure • Ability to solve complex technical and business problems. • Ability to coordinate projects and interact management. • Ability to work effectively in a team environment. • Self-starter; ability to work independently with minimal supervision. • Knowledge of ServiceNow platform. • Excellent verbal and written communication skills. • Excellent judgment and customer interaction skills. • Technical certifications and experience in the healthcare field and qualified/validated systems are a plus. Preferred technologies:
• ServiceNow Platform, JavaScript, Angular, Seismic, MySQL/MariaDB, SAML, SSL, Web Services, REST, JDBC
Locations IND - Bengaluru Worker Type Employee Worker Sub-Type Regular Time Type Full time