Job Description

Title: Technical Consultant - Service Now Architect

Department: Technology Infrastructure Services                                                                 

Location: Bangalore

Reports To: Service Now - Tech Product Owner

Level : Grade 5

About Fidelity International

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our [insert name of team/ business area] team and feel like you’re part of something bigger.

About your team

Service Now Platform Team is part of Enterprise Technology Services (ETS) works along with Enterprise Infrastructure Services (EIS) function. It is a growing team supporting a strategic platform that provides enterprise level solutions for managing and automating IT services, operations and workflows across a number of departments within our organization. The Platform is widely used and embedded for IT Service Management, but it also growing rapidly to support broad range of other products like ITSM, IRM, HRSD, Employee Centre, Security Operations and Vulnerability Response Module, as well as business workflow capabilities.  

About our Role

This role in primarily to define goals and create the vision for projects while aligning with the business objectives which translates to a roadmap for execution. Own the product backlog by working continuously with our business to drive prioritization and identify dependencies that drive the development sequence.

Oversee development stages by planning, refining and reviewing all items in the sprint. Evaluate product progress at each iteration and determine the forward direction.  Also should understand different Service Now applications including the ITSM/HRSD/Vulnerabilty Response module and Employee centre within Service Now. The developer will be involved across the SDLC including requirement gathering, design, development, unit and functional testing and delivering solutions to production. This will involve both strategic initiatives and incremental improvements and delivering to the requirements to client expectation. The role will act as a Trusted Advisor for technical aspects of Service Now to the Service Now product owners and other customers.

About You

• Technical expert with responsibility of delivering the Strategic, Project and improvements in Service Now.
• Responsible for delivering and providing technical expertise for the ServiceNow platform from both strategy and day to day operations perspective.
• Be the trusted advisor to the customers.
• Provide technical leadership and mentoring to the ServiceNow team.
• Identify continuous service improvements, propose and deliver.
• Key contributor for the ServiceNow roadmap.
• Ensure delivery in a timely, efficient and cost effective manner.
• Ensures that technical solutions are fit for purpose, including for functional, non-functional and support requirements and to Global Technology Strategic direction.
• Mentor and train the development and admin teams on Service Now concepts and capabilities.

Experience and Qualifications Required

• Total of 15 to 16 years of experience
• Extensive experience in web development concepts and understand web based languages.
• Proficiency in understanding the application architecture
• In depth knowledge on the Service Now platform and understanding of the different concepts and functionalities.
• Prior experience in delivering solutions in Service Now for multiple different requirements.
• Able to customise based on demand and working to coding standards to ensure a robust and mature development of the functionality within the platform
• Rich understanding of ITIL practices and Service Now ITSM module. Experience in implementing Change Management, Incident Management, Problem Management, On Call-Scheduling and Reporting modules in Service Now.
• Rich Experience in ServiceNow customizations including UI Policy, Client Scripts, Workflows, UI Action, Script Includes, Business Rules, workflow administration, reports, data import
• Extensive hands on experience on web based languages (JavaScript, CSS, Jelly, XML, HTML and Glide).
• Experience integrating Service Now with other platforms (though API’s like SOAP / REST and other avenues).
• Experience in handling end to end implementations right from requirement gathering to delivery.
• Experience in reporting, automated testing and administration aspects of Service Now is an added advantage.
• Experience in working in an agile environment following agile practices.
• ServiceNow Administration certified
• ITIL V 3 Foundation certified
• Good communication and presentation skills.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.