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IT&D Platform Manager - ServiceNow

Description

Key responsibilities:
• Lead key platform roadmap activities, accountable to build & deliver as part of the Platform Engineering team.
• Technical leadership of the ServiceNow platform within Reckitt, brings in best practices.
• The Platform Engineering Manager & the engineering team works very closely with the platform management team to understand & prioritize the roadmap as well as the platform architects to design the solutions.
• The ServiceNow platform in Reckitt also includes the ITSM & ITOM products. We work very closely with the HRSD & SPM product teams.
• As a core member of the Reckitt platform team, contribute to the Reckitt platform strategy to ensure Reckitt fully leverages the features per its entitlements.
• Be a thought leader & deliver key strategic platform areas – Eg: platform health, compliance of ServiceNow systems, integrations, Common Services Data Model (CSDM), CMDB, data etc.
• Strong individual who can collaborate with senior stakeholders within Reckitt, influence other product line roadmaps & enable the right things for Reckitt.
• Drive continual improvements with ServiceNow best practices and ongoing knowledge of latest ServiceNow features. 
• Drive successful and timely implementation of agreed solutions. 
• Drive effective design and solution sessions by having good knowledge of Design Thinking, experience with scripting in ServiceNow (Business Rules, UI Pages, UI Macros, SOAP, RESTful API, etc.), and UI/UX
• Oversee relationships with selected vendors in delivery or support services.

SKILL SPECIFIC REQUIREMENTS
• Must have technical expertise on ServiceNow – deep functional & technical expertise on ServiceNow platform, data model, ServiceNow app development, scripting & integrations.
• ServiceNow Experience should be 5+ years - should have experience in Technical Architecture, design & Solutions on ServiceNow, including Service Portal & mobile app (Employee and Agent)
• Design/Architect CMDB, ServiceNow Discovery, Asset Management and SCCM Integration
• Must have advanced knowledge and experience on ServiceNow Modules like Incident, Problem, Change, CMDB, Asset, Service Catalog, Service Portal, Knowledge, Discovery, Performance Analytics etc.
• Cross experience on additional product lines (SPM, HRSD etc.) will be an advantage. 
• Experience in setup and integration of ServiceNow in Azure cloud landscape will be a plus.
• Excellent understanding of ITIL Processes. ITIL4 – practical knowledge is an added advantage. 

OTHER REQUIREMENTS


• Should have exposure to the product-platform ways of working in an Agile environment. 
• Should have practical knowledge of working in an agile setup. Ability to drive the delivery through sprints & agile setup (including setup on the ServiceNow Agile Dev Plugin) will be handy.
• Have excellent communication and presentation skills at all levels with the ability to convey complex information
• Adept in Stakeholder Management (both internal business, vendors & partners), including conflict management and expectation setting. 
• Ability to prioritize multiple requirements and issues, manage and set expectations to key stakeholders & have a sharp focus on the roadmap.
• Experience delivering complex ServiceNow solutions with core technical engineering teams.
• Must be a self-starter, proactive and highly organized
• Excellent problem solving and decision-making skills
• Ability to work effectively under pressure
• Large change management experience and ability to manage the introduction of new features to end-users or support staff (fulfillers)
• Excellent stakeholder and people management skills – including mentoring, coaching and identifying development areas of vendor resources

Technical / Professional Qualifications
• Experience required should be +10 years
• Active ServiceNow CSA, ITSM Implementer, CAD certifications
• B.E. / B. Tech. or MCA (required)
• Agile Scrum experience (desirable). SAFe PO-PM (Good to have)
• ITIL4 MPT OR ITIL V3 Intermediate OR above (Good to have). 
• Experience in Healthcare, Consumer Product Goods domain is a plus

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