Us_east | Service Delivery Man..

Job Description Description:

Submit candidates under their legal name and use only Capgemini template

GTD #: ESTR4O Role Name: Wave 1 - ServiceNow Prod Support CIS Team Lead-Onshore Rate: $ 108/hour all inclusive Location: Remote Visa Type: Only visas accepted are H1B, Permanent residents (PR) and green card holders(GC).

Please send Candidates with this information Legal name: Location (Country, Street name (including apt/house # if applicable), city, state, and zip code): Relocate? Rate: Availability: Phone #: Mobile#: Skype ID: Email address: Visa type: Full visa expiration date: Hiring Status: If the resource has a visa, what company owns it? Are you working directly with the contractor’s visa holder?

Team video INTERVIEW IS MANDATORY

"We are seeking an experienced Production Support SME for ServiceNow to join our team. The ideal candidate will possess deep expertise in ServiceNow IT Service Management (ITSM) and be capable of providing ongoing production support for ServiceNow applications. As a Production Support SME, you will ensure the seamless operation of ServiceNow in a production environment, resolve issues efficiently, and provide expert guidance to both technical and non-technical stakeholders.

Key Responsibilities:

Production Support & Issue Resolution:

Provide expert-level support for ServiceNow ITSM applications in production.

Troubleshoot and resolve issues with ServiceNow modules (Incident, Problem, Change, Service Catalog, Knowledge Management, etc.).

Monitor system performance and resolve any production issues related to the ServiceNow platform.

Proactively identify and resolve recurring incidents to minimize system downtime and disruptions.

ServiceNow Configuration & Customization Support:

Collaborate with development teams to implement minor customizations or enhancements to ServiceNow without impacting production stability.

Perform post-implementation verification and validation of changes, ensuring minimal disruptions to end users.

Collaboration with Stakeholders:

Work closely with IT operations, development teams, and business stakeholders to understand requirements and deliver solutions.

Provide subject matter expertise and guidance to junior team members, and act as the go-to resource for technical issues.

Incident, Change, and Problem Management:

Participate in the root cause analysis (RCA) of high-priority incidents and major incidents affecting production systems.

Ensure adherence to change management processes when supporting system updates or configuration changes in ServiceNow.

Performance Monitoring & Optimization:

Monitor ServiceNow performance and troubleshoot system issues related to scalability, availability, and speed.

Suggest improvements or optimizations for the system and collaborate with relevant teams to implement them.

Documentation & Knowledge Sharing:

Create and maintain operational documentation, runbooks, and troubleshooting guides for internal use.

Maintain detailed records of incidents, resolutions, and other critical information in ServiceNow.

User & Stakeholder Support:

Provide timely and effective communication to users regarding incidents, outages, and scheduled maintenance.

Assist with ServiceNow platform upgrades, patching, and system migrations to ensure business continuity.

Required Qualifications:

Experience:

5+ years of experience in ServiceNow production support or a similar role.

Experience with ITSM, ITOM, or other ServiceNow applications (e.g., HRSD, CSM, SecOps).

Technical Skills:

In-depth knowledge of ServiceNow platform, ITSM processes, and workflows.

Experience in scripting (JavaScript, ServiceNow scripting, etc.) and integration with third-party tools.

Strong troubleshooting skills with the ability to diagnose and resolve technical issues quickly.

Certifications:

ServiceNow Certified System Administrator (CSA) – required.

ServiceNow Certified Implementation Specialist (CIS) – preferred.

Soft Skills:

Strong communication and interpersonal skills to work with diverse stakeholders.

Ability to manage multiple priorities in a fast-paced environment.

Excellent problem-solving and analytical skills.

Desired Qualifications:

Experience with ServiceNow Upgrades:

Hands-on experience with ServiceNow upgrade processes and handling issues that arise during upgrades.

Knowledge of ITIL Framework:

Strong understanding of ITIL best practices for ITSM processes.

Experience in Incident and Change Management:

Experience with large-scale production environments and the handling of critical incidents and major service disruptions."

Named Job Posting? (if Yes - needs to be approved by SCSC)

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Additional Details Global Grade : DNamed Job Posting? (if Yes - needs to be approved by SCSC) : NoRemote work possibility : NoGlobal Role Family : 60236 (P) Software EngineeringGlobal Technical Skills Family : 6267 (T) Other ERPLocal Role Name : Wave 1 - ServiceNow Prod Support CIS Team Lead-OnshoreLocal Skills : CISLanguages Required: : English