Lead Administrator - L2

Responsibilities:
• Design end-to-end solutions on the ServiceNow platform, maximizing out-of-the-box features
• Experience with designing ServiceNow Integration using Connectors and spokes
• Develop and manage integrations with external systems via APIs, REST, SOAP, and other methods
• Strong technical skills in ServiceNow, including scripting, development, and testing.
• Develop and document integration blueprints, including data mapping, transformation, and workflow orchestration.
• Design and implement solutions that leverage ServiceNow's APIs and integration tools to connect with external systems
• Provide technical guidance and mentorship to development teams, ensuring industry best practices
• Provides guidance to ensure that all updates, enhancements, changes, and projects are completed with minimal bugs and defects
• Participate in and/or lead design workshops, development, testing, and deployment activities
• Engage as a primary technical point of contact with executive-level clients, supporting engagement and program managers
• Provide expert-level support and technical mentoring to the implementation team
• Collaborate with Product Management and the rest of the ServiceNow leadership team to drive implementation and enhancements
• Create/update detailed documentation of all products including but not limited to design documentation, technical operations, support documentation, and release notes.
• Ensure all work adheres to standard work, policies, and best practices for development and platform maintenance.
• Expertise in ServiceNow development and applications/ modules ITSM
• Collaborate with Enterprise Architecture teams to ensure enterprise design decisions align with ServiceNow best-practices

Required Qualifications
• 10+ years working on the ServiceNow platform with hands on development experience
• ServiceNow Implementation experience
• ServiceNow Architect experience
• ServiceNow Product landscape experience
• Experience with scripting in the ServiceNow platform using JS: Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly, etc.
• Excellent interpersonal skills, customer centric attitude, and situational awareness
• ServiceNow certifications
o ServiceNow Certified Administrator(Must have)
o ServiceNow Implementation Certifications

Bill rate: 45 to 54 CAD/H

Do

• Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
  • Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
  • Conduct technology capacity planning by reviewing the current and future requirements
  • Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
  • Strategize & implement disaster recovery plans and create and implement backup and recovery plans
• Manage the day-to-day operations of the tower
  • Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.
  • Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
  • Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
  • Develop shift roster for the team to ensure no disruption in the tower
  • Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
  • Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
  • Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

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

Mandatory Skills: ServiceNow - IT Service Management.

Experience: 8-10 Years.

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.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

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.