Principal Lead- Service Now ITSM Consultant
- Hyderabad, Telangana
- Permanent
- Full-time
- Collaborate with key stakeholders to understand business objectives and translate them into ServiceNow platform initiatives.
- Develop and maintain a roadmap for the ITSM, ensuring alignment with organizational goals and industry best practices.
- Lead the design and implementation of ITSM, including configuration, customization, and integration with other systems.
- Stay abreast of ServiceNow updates and new features to leverage the latest capabilities for improved efficiency and user experience.
- Work closely with business units to gather requirements and define user stories for enhancements and new features.
- Prioritize backlog items based on business value, strategic goals, and user needs.
- Collaborate with cross-functional teams, including IT, HR, and other business units, to ensure the ServiceNow platform meets diverse needs.
- Function as a liaison between technical teams and end-users to facilitate effective communication and understanding.
- Implement effective change management strategies to ensure smooth adoption of new features and processes.
- Provide training and documentation for end-users to maximize platform utilization.
- Plan and manage product releases, coordinating with development, testing, and deployment teams.
- Monitor release progress and resolve any roadblocks or issues that arise during implementation.
- User Acceptance Testing (UAT):
- Define clear acceptance criteria for user stories and work closely with ServiceNow teams to ensure comprehensive testing.
- Coordinate and support user acceptance testing, gathering feedback and ensuring the solution meets business needs.
- Proactively identify opportunities for process improvements, user experience enhancements, and efficiency gains.
- Stay up to date with ServiceNow platform capabilities and industry best practices.
- Stakeholder Engagement and Communication:
- Communicate project statuses, updates, and progress to stakeholders at various levels of the organization.
- Address questions, concerns, and feedback to ensure alignment and transparency.
- Manage relationships with ServiceNow vendors and stay informed about platform updates, releases, and best practices.
- Evaluate and recommend third-party applications or integrations to enhance the platform.