Job Title: Product Specialist- ServiceNow
Department/Group: ServiceNow Vertical
Location: Bangalore
Manager: Mohit Kalra
Company Profile:
ANSR Global is the leading consulting firm for companies seeking to set up global capability centers (GCCs). It provides a full suite of products and services to its clients, including collaborative workspaces, managed services for site support, and talent acquisition.
We partner with our clients to understand their unique business situations and translate them into actionable insights for a robust talent strategy for their GCCs. (https://ansr.com/)
About ServiceNow Practice:
ANSR, in collaboration with ServiceNow, is revolutionizing service delivery in Global Capability Centers (GCCs). This strategic initiative involves co-curating a suite of new products and solutions tailored for the GCCs, leveraging ServiceNow's cutting-edge capabilities. The establishment of NOW Centers of Excellence (COEs) in GCCs is a key highlight, comprising Consulting and Staff Augmentation Services dedicated to accelerating the setup of these COEs.
- To accelerate the setup of NOW COEs in GCCs, ANSR will be providing advisory and consulting services to build a comprehensive business and roadmap for establishing a successful SN COE at the GCC
- ANSR is introducing staff augmentation services for GCCs in India, ensuring flexible capacity and rapid resource deployment. This initiative aims to accelerate project delivery and meet dynamic demands efficiently
- Furthermore, ANSR is committed to building a workforce of high-quality, NOW-trained employees specifically for the NOW COEs in GCCs, providing skilled professionals.
- In addition to this, as an internal initiative, ANSR is re-platforming its service delivery to the NOW platform, consolidating the entire service portfolio on NOW.
- This strategic shift ensures a connected end-to-end experience for customers, optimizing efficiency and elevating the overall service quality.
Job Description:
We are seeking a dynamic and experienced Product Specialist with expertise in ServiceNow to join our team. As a Product Specialist, you will play a pivotal role in driving the implementation, customization, and optimization of ServiceNow solutions to meet the needs of our clients. You will collaborate closely with cross-functional teams to understand business requirements, configure the platform, and provide ongoing support and enhancement.
Role and Responsibilities:
- Serve as a subject matter expert on the ServiceNow platform, including HR Service Delivery (HRSD), Integration Hub, Customer Service Management (CSM), Employee Service Portal (ESC), IT Service Management (ITSM), Workspace Service Delivery (WSD), Strategic Portfolio Mgmt. (SPM), PPM, Asset management (AM), IT Operations Management (ITOM)
- Work closely with stakeholders to gather requirements, analyse business processes, and design solutions that leverage ServiceNow capabilities effectively.
- Lead the implementation and configuration of ServiceNow applications, workflows, forms, and reports to align with client objectives.
- Customize ServiceNow applications using JavaScript, HTML, CSS, and other scripting languages as needed.
- Provide technical guidance and support to project teams throughout the development lifecycle, including requirements gathering, design, testing, deployment, and post-implementation support.
- Collaborate with developers and administrators to troubleshoot and resolve technical issues, ensuring the stability and performance of ServiceNow instances.
- Conduct user training sessions and create documentation to enable end-users to leverage ServiceNow functionalities efficiently.
- Stay current with ServiceNow releases, updates, and best practices, and evaluate new features for potential implementation.
- Participate in pre-sales activities, including product demonstrations, proposal development, and client presentations.
- Contribute to the continuous improvement of internal processes, methodologies, and tools related to ServiceNow implementation and support.
Experience and Requirements:
- 6+ years of experience with ServiceNow CSM, HRSD, WSD, CSM, ITSM, ITOM, SPM including implementation, customization, and administration
- Proven experience as a ServiceNow Developer, Administrator, or Consultant, with at least 4 years of hands-on experience.
- Proficiency in configuring and customizing ServiceNow custom applications
- Extensive experience with ServiceNow scripting languages, including JavaScript, Glide Script, Angular JSS, CSS
- Excellent analytical, problem-solving, and communication skills.
- Ability to work effectively both independently and as part of a team in a fast-paced environment.
- ServiceNow certifications CIS (in one or more of following applications CSM, HRSD, WSD, CSM, ITSM, ITOM, SPM) is a must to have
- ServiceNow certifications CAD is preferred
- Experience with Agile methodologies and DevOps practices is a plus.
Educational Qualification:
- Bachelor's degree in computer science engineering or certification in related fields
- Note: This job description is intended to provide a general overview of the responsibilities and requirements of the position. It is not an exhaustive list, and additional duties may be assigned as needed.
