Information Technology Specialist

The ServiceNow Solutions Design Lead is responsible for the Design and Implementation of innovative, cost efficient and customer-centric solutions on ServiceNow platform, which align with the new DTX operating model of Omya. The Solutions Design Lead works collaboratively with internal and external stakeholders to design and implement solutions that meet the business needs and strategic objectives of Omya. The person must have robust experience on ServiceNow modules such as Strategic portfolio management (SPM/PPM), ITSM, Custom application development and integrations.

Key Responsibilities:

• Ensure that solutions are designed and implemented in accordance with the DTX quality standards, best practices, and methodologies in ServiceNow.
• Solution Design and Architecture: Lead the design and architecture of scalable and reliable ServiceNow solutions.
• Stakeholder Collaboration: Work with internal and external stakeholders to gather requirements and translate them into technical solutions.
• Technical Leadership: Provide guidance and mentorship to development teams; review and approve technical designs. Help in defining process documents and performing peer reviews.
• Implementation Oversight: Ensure timely and within-budget delivery of ServiceNow projects; conduct code reviews.
• Integration Management: Design and manage integrations between ServiceNow and other enterprise systems.
• Continuous Improvement: Identify and implement process improvements and system enhancements.
• Compliance and Security: Ensure solutions comply with security policies and regulatory requirements.
• Documentation and Reporting: Maintain comprehensive documentation and generate progress reports.
• Stay abreast of the latest trends, technologies, and best practices in solution design and implementation, to identify opportunities for innovation and improvement.
• Vendor and Partner Management: Collaborate with third-party vendors and help in managing Sow, billings etc.
• Customer Satisfaction: Deliver solutions that meet or exceed client expectations and resolve escalated issues.
• Budget Management: Assist in project budgeting and manage costs to align with timelines.
• Ensure that solutions designed are financially viable to build and run; aligned with the companys economic environment.
• Support the end-to-end lifecycle of solutions, from ideation to implementation, ensuring that solutions are delivered on time, within budget, and with high customer satisfaction.
• Coach, and develop a high-performing team of specialists within his solution domain fostering a culture of innovation, collaboration, and continuous improvement.
• Build and maintain strong relationships with internal and external stakeholders, including business units, clients, vendors, and partners.
• Ensure frequent connections with product vendors i.e ServiceNow.
• Work in close collaboration with his peers from the other solution design domains to ensure the design and delivery of end-to-end solutions.
• Identify and manage risks, issues, and dependencies related to solutions design and implementation, and mitigate issues where needed.
• In depth knowledge of key ServiceNow modules such as SPM, ITSM, custom apps and integrations.
• Good knowledge on AMDB, CMDB, ITOM etc.
• Good knowledge on ServiceNow license management on various modules.
• Good knowledge on ServiceNow Performance Analytics and Reporting.
• Proven track record of designing complex and innovative solutions that meet business needs and strategic objectives.
• Integration Skills: Proficiency in integrating ServiceNow with other enterprise systems. Experience with managing and utilizing MID Servers for integration.
• Programming: Proficient in JavaScript, HTML, CSS, and other relevant programming languages for review and understanding the complexity from a technical perspective.
• Best Practices: Familiarity with Agile, and DevOps methodologies.