ServiceNow Developer - Service Portfolio Management (6-8 yrs)

ServiceNow Configuration & Customization Specialist - Service Portfolio Management (SPM)

About the Job :

We are seeking a highly motivated and experienced ServiceNow Configuration & Customization Specialist with a strong focus on Service Portfolio Management (SPM) to join our dynamic team in Hyderabad.

In this role, you will be responsible for the development, configuration, and implementation of ServiceNow applications, with a primary emphasis on designing and managing our service portfolio.

You will leverage your deep understanding of ServiceNow and IT Service Management (ITSM) best practices to optimize our service delivery processes and ensure alignment with business objectives.

This is a 5 Days Office Mandatory role requiring an Immediate Joiner.

Responsibilities :

ServiceNow Configuration & Customization :

- Design, develop, configure, and implement ServiceNow applications, modules, and functionalities with a strong emphasis on Service Portfolio Management (SPM).

- Customize and maintain ServiceNow workflows, forms, business rules, UI policies, client scripts, and other configurations to meet specific business requirements related to service management.

- Develop and maintain data models, integrations, and system configurations within the ServiceNow platform.

- Collaborate with stakeholders to gather and analyze requirements, translating them into technical specifications and ServiceNow solutions.

- Work extensively with ITSM modules (Incident, Problem, Change Management, Knowledge Management) and ITOM modules (Discovery, Service Mapping, Event Management) to ensure seamless integration with SPM processes.

- Perform unit testing and participate in system integration testing to ensure the quality and functionality of developed solutions.

- Document technical specifications, configurations, and customizations within ServiceNow.

Service Portfolio Management :

- Implement and manage the Service Portfolio Management processes within the ServiceNow platform, adhering to best practices.

- Develop, maintain, and govern the service catalog, ensuring accurate and up-to-date service offerings.

- Establish and manage service portfolios, including defining service structures, categories, and attributes.

- Implement and manage demand management processes within ServiceNow, including intake, prioritization, and tracking of service requests and demands.

- Facilitate the service lifecycle management process, including service definition, design, transition, operation, and retirement.

- Work closely with business stakeholders, service owners, and IT teams to identify, assess, and onboard new services into the service portfolio.

- Ensure alignment of the service portfolio with business strategy, IT capabilities, and financial considerations.

Incident, Change, and Problem Management :

- Support the integration of Service Portfolio Management processes with Incident, Change, and Problem Management workflows within ServiceNow.

- Ensure that service-related incidents, changes, and problems are effectively identified, tracked, and resolved, collaborating with relevant teams.

- Contribute to the development of service-level agreements (SLAs) and operational-level agreements (OLAs) based on the defined service portfolio.

- Analyze incident and problem trends to identify potential service improvements and proactively manage service risks.

Reporting & Analytics :

- Design, develop, and maintain custom reports, dashboards, and key performance indicators (KPIs) within ServiceNow to track service portfolio performance, demand, and utilization.

- Monitor and evaluate the effectiveness of SPM processes and provide insights and recommendations for continuous improvement based on data analysis.

- Present reports and findings to stakeholders to facilitate informed decision-making regarding the service portfolio.

Collaboration and Support :

- Collaborate effectively with internal teams, including IT infrastructure, application development, business analysts, and service managers, to ensure alignment of services with business objectives and technical capabilities.

- Provide technical support and guidance to users on ServiceNow functionalities related to service portfolio management.

- Participate in user training and the creation of user documentation for ServiceNow SPM processes.

Continuous Improvement :

- Stay updated on the latest ServiceNow features, functionalities, and best practices, particularly in the area of Service Portfolio Management.

- Actively participate in knowledge-sharing sessions, contribute to internal knowledge bases, and promote process improvements within the team.

- Identify opportunities for automation and optimization of ServiceNow processes related to SPM.

Qualifications and Experience :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- 6-8 years of hands-on experience in configuring and customizing the ServiceNow platform.

- Proven experience in implementing and managing Service Portfolio Management (SPM) within ServiceNow.

- Strong understanding of ITIL framework and its application within ServiceNow.

- Experience working with core ServiceNow modules such as Incident Management, Problem Management, Change Management, Knowledge Management, and ITOM modules.

- Proficiency in ServiceNow scripting languages (e.g., JavaScript, GlideScript).

- Experience in creating and maintaining ServiceNow workflows, business rules, UI policies, and client scripts.

- Strong analytical and problem-solving skills with the ability to translate business requirements into technical solutions.

- Excellent communication (both written and verbal) and interpersonal skills.

- Ability to work independently and collaboratively within a team environment.

- Experience in designing and developing custom reports and dashboards in ServiceNow.

Preferred Skills :

- ServiceNow Certified System Administrator (CSA) certification.

- ServiceNow Certified Implementation Specialist Service Portfolio Management certification.

- Experience with ServiceNow integrations using REST/SOAP APIs.

- Familiarity with Agile methodologies