About the Role
This position is responsible for developing, implementing, and improving Service Portfolio Management (SPM) solutions within the ServiceNow platform. The objective is to optimize PPM, Demand Management, APM, and Resource Management in alignment with business objectives, ensuring value and governance.
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Key Accountability Areas
SPM Configuration and Administration:
- Assist in the development, configuration, and administration of various ServiceNow SPM modules.
Integration Support:
- Support integration activities between ServiceNow SPM and other enterprise systems.
- Use REST, SOAP APIs, and Integration Hub for seamless data exchange.
Implementation of Best Practices:
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Implement best practices for Service Portfolio Management:
- Optimize workflows
- Automate processes
- Establish governance frameworks within ServiceNow
Requirement Gathering and Functional Analysis:
- Participate in requirement gathering sessions and stakeholder workshops.
- Perform functional analysis to align business needs with portfolio management capabilities.
Application Configuration and Scripting:
- Work on the configuration of applications, business rules, workflows, and automation scripts.
- Utilize ServiceNow’s scripting languages (JavaScript, Glide, and Business Rules).
Testing, Deployment, and Change Management:
- Assist in testing, deployment, and change management for new SPM-related implementations.
- Ensure implementations meet functional, financial, and strategic requirements.
Troubleshooting and Issue Resolution:
- Troubleshoot and resolve technical and functional issues related to portfolio management processes, dashboards, and integrations.
Documentation and Compliance:
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Maintain comprehensive documentation related to:
- SPM configurations
- Customizations
- Integrations
- Governance structures
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Ensure compliance with security, access control policies, and data governance within the Service Portfolio Management framework.
Continuous Improvement and Innovation:
- Stay up to date with ServiceNow SPM enhancements, industry trends, and best practices.
- Recommend continuous improvements and innovative solutions.
Role Accountability
HR Proficiency:
- Demonstrate ability to obtain updated soft and technical skills related to the job.
Delivery:
- Perform planned activities to meet operational and development targets as per delivery schedules.
- Utilize resources effectively to achieve objectives within efficient cost and time.
- Provide periodic reports detailing deviations and execution of planned tasks.
Problem-Solving:
- Address any problems that arise and escalate complex operational issues when necessary.
Quality:
- Ensure quality requirements are met, developing effective quality control processes, including specifications for products, processes, and related activities.
Business Process Improvement:
- Coordinate well-defined systems, policies, and procedures, seeking automation opportunities wherever possible.
Compliance:
- Adhere to related policies, procedures, and work instructions.
Health, Safety, and Environment:
- Ensure compliance with relevant safety, quality, and environmental management procedures within the defined work area to guarantee safety, legislative compliance, and the delivery of high-quality products/services.
Academic Qualification
- Bachelor’s Degree in Computer Science or any relevant field.
Work Experience
- 6 to 10 years of experience.
Technical / Functional Competencies
- Demand Management
- Portfolio Management
- Applications Knowledge
- Data Analysis
