Lead Analyst - IT Asset Management ServiceNow Developer

Overview

Lead Analyst for IT Asset Management, responsible for configuring and implementing ServiceNow Software Asset Management Professional (SAM Pro) and supporting hardware asset management processes at First Citizens India.

What you'll do

• Act as the technical expert on configuring ITAM processes using ServiceNow best practices, focused on configuration over customization.
• Design, configure and implement the ServiceNow SAM Pro module to manage software assets, optimize license usage and ensure compliance.
• Lead technical development, implementation and maintenance of the ServiceNow application.
• Support engagements for ITAM areas including software asset management (SAM) and hardware asset management (HAM) implementations.
• Advise process owners on using ServiceNow ITAM standard capabilities to improve IT processes.
• Keep up with the latest ServiceNow releases and advise on upcoming changes or new features.
• Lead design workshops focused on the ServiceNow Platform and ITAM Solution technology.
• Complete required documentation, including business requirements for technical aspects of the solution.
• Work with other solutions teams to ensure consistency across the platform.
• Use Agile methodology to draft technically focused user stories, acceptance criteria and test plans.
• Create change requests and adhere to all change management delivery processes.
• Perform knowledge transfer, obtain approvals and support delivery.
• Provide technical aspects of project and solution delivery, and develop required portal components.
• Prepare deliverables focused on technology and be responsible for the quality of configured or developed solutions.
• Present and demo solutions prior to deployment.
• Juggle multiple complex projects and initiatives, and promote continuous improvement practices.
• Work closely with IT, Security, Legal and Engineering teams to enhance SAM processes and identify improvement opportunities.
• Provide on-call support to technical and project teams during upgrades.

What you'll need

• At least 8 years of ITAM configuration or implementation experience in complex customer environments.
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in an IT environment, and provide thought leadership to IT sponsors and stakeholders.
• Strong interpersonal skills, customer-centric attitude, and ability to deal with cultural diversity.
• Proven team player and team builder.
• Strong organizational skills.
• Experience with web technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies.
• Strong understanding of IT and related systems and tools such as Office 365, Teams, Workday and Twilio.
• Current ServiceNow certifications: ServiceNow Administrator, ServiceNow Certified Software Asset Manager, ServiceNow Certified Hardware Asset Manager, and ServiceNow Certified Application Developer.
• Any Bachelor's degree (full time) or B.Tech.
• Experience with ITAM processes that support SAM and HAM.

Details

• Location: Bengaluru, India.
• Employment type: Full Time.
• Career level: P3. Job category: Manager.
• Reports into the Sr. Manager/AVP of IT Operations.
• Available for on-call support during upgrades.