Lead Administrator - L1

• Design and implement scalable ServiceNow solutions across CSM, ITSM, ITOM and custom applications while ensuring security, compliance, and performance.

• Manage data migration and customer onboarding experience from legacy applications to the ServiceNow / SaaS stack.

• Collaborate with stakeholders to translate business requirements into technical solutions and provide strategic platform guidance.

• Drive project timelines, track milestones, and ensure successful delivery of implementations in alignment with business objectives.

• Develop workflows, business rules, UI policies, and integrations using REST, SOAP, MID Server, and automation tools like Flow Designer and Integration Hub.

• Define architecture standards, governance models, coding best practices, and CI/CD pipelines for efficient ServiceNow development and deployment.

• Mentor developers, conduct code reviews, and oversee technical assessments to ensure quality and adherence to best practices.

• Stay updated on ServiceNow innovations, recommend enhancements, and engage with the ServiceNow community for continuous improvement.

• Possess strong expertise in ServiceNow scripting, integrations, CSM, CMDB, ITIL frameworks, cloud computing, and enterprise IT landscapes.

• Possess a strong understanding of project management principles, ensuring work is structured around key milestones, timelines, and deliverables.

• Experience with Telco or Order Management is a plus.

• Design, develop, and configure ServiceNow applications, modules, and custom solutions across ITSM, ITOM, CSM, OMT, Custom/Scoped Applications and other business areas.

• Develop scripts, business rules, UI policies, script includes, and workflow automations using JavaScript, Flow Designer, Integration Hub, and Glide Scripting/APIs.

• Build and maintain integrations with third-party systems using REST, SOAP, MID Server, and Integration Hub.

• Administer and maintain the ServiceNow platform, including user management, instance upgrades, cloning, and performance monitoring.

• Configure and manage CMDB, discovery, asset management, and other foundational ServiceNow components.

• Implement and optimize security roles, access controls (ACLs), and data policies to ensure platform security and compliance.

• Design and create reports, dashboards, and performance analytics to support business insights and decision-making.

• Troubleshoot platform issues, perform root cause analysis, and implement fixes to ensure system stability and reliability.

• Collaborate with business analysts, architects, and stakeholders to translate requirements into technical solutions and enhancements.

• Stay updated on new ServiceNow features, best practices, and platform innovations to drive continuous improvement and efficiency.

Team Management

• Resourcing
  • Forecast talent requirements as per the current and future business needs
  • Hire adequate and right resources for the team
  • Train direct reportees to make right recruitment and selection decisions
• Talent Management
  • Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability & effectiveness
  • Build an internal talent pool of HiPos and ensure their career progression within the organization
  • Promote diversity in leadership positions
• Performance Management
  • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
  • Exercise employee recognition and appreciation

Deliver
NoPerformance ParameterMeasure1Operations of the towerSLA adherence
Knowledge management
CSAT/ Customer Experience
Identification of risk issues and mitigation plans
Knowledge management2New projectsTimely delivery
Avoid unauthorised changes
No formal escalations

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.