Responsibilities
- Implement and configure ServiceNow SPM modules including Project Portfolio Management (PPM), Demand Management, Resource Management, Agile Development, and Financial Planning to optimize project delivery.
- Customize project templates, scoring models, and portfolio dashboards to enhance reporting accuracy and decision-making.
- Design scalable technical architectures adhering to ServiceNow best practices to ensure system reliability and performance.
- Integrate ServiceNow SPM with external tools such as JIRA, MS Project, SAP, and internal ServiceNow modules (ITSM, APM, CMDB) to streamline workflows.
- Automate workflows using Flow Designer and IntegrationHub to increase operational efficiency.
- Enable strategic alignment by implementing OKRs, KPIs, and investment planning frameworks to support business objectives.
Required competencies and certifications
- Demonstrate 4+ years of experience working with ITSM platforms, preferably ServiceNow, to manage IT service processes effectively.
- Apply knowledge of Generative AI tools (Large Language Models) and Robotic Process Automation frameworks such as UiPath and Blue Prism to enhance automation capabilities.
- Understand and apply Agentic AI principles including Perceive, Reason, Act, and Learn to support autonomous system operations.
Preferred competencies and qualifications
- Familiarity with ServiceNow tools including ITSM, ITOM, SPM, IRM, TPRM, and Now Assist/GenAI to support integrated service management.
- Knowledge of core concepts such as Agentic AI, Generative AI (LLMs), Robotic Process Automation (RPA), AIOps, and Configuration Management Database (CMDB) to drive innovation.
- Focus on autonomous operations, productivity improvement, reduction of Mean Time to Resolution (MTTR), and risk mitigation to enhance IT service delivery.
