Custom Software Engineer and Project Manager - ServiceNow IT Service Management

Custom Software Engineer

Project Role : Custom Software Engineer
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : ServiceNow IT Service Management
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As a Project Manager, a typical day involves to lead the implementation of ServiceNow Now Assist across ITSM, IT Operations Management (ITOM), and Control Tower workflows. The role requires strong understanding of ITSM and ITOM principles, a proven track record in delivering complex ServiceNow-based solutions, and a keen interest in leveraging generative AI to transform service and operations delivery. Role involves identifying, prioritizing, and executing use cases that unlock the full potential of Now Assist within our IT landscape, specifically targeting improvements in incident management, operational visibility, and proactive problem resolution across our entire IT estate.

Roles & Responsibilities:
- Lead end-to-end project lifecycle for ServiceNow Now Assist implementations, from initiation and planning to execution, monitoring, control, and closure.
- Effectively engage and manage relationships with key stakeholders across IT Service Management, IT Operations, Business Units, vendors (ServiceNow), and other relevant departments
- Collaborate with ITSM process owners and subject matter experts to identify, define, and prioritize high-impact Now Assist use cases that align with business objectives and deliver tangible value (e.g., automated incident resolution, intelligent routing, knowledge article generation, virtual agent enhancements).
- Work closely with technical teams, Product Owners, Process Owners, and Business Analysts to translate identified use cases into detailed functional and technical requirements. Oversee the design and configuration of Now Assist capabilities within the ServiceNow platform.
- Manage relationships and deliverables with ServiceNow and other third-party vendors as required for the successful implementation of Now Assist features.
- Develop and execute comprehensive change management strategies, including communication plans, training programs, and user adoption initiatives to ensure successful integration and utilization of Now Assist.
- Manage project budgets, track expenditures, and allocate resources effectively to ensure projects are delivered within scope, on time, and within budget.
- Provide regular project status updates, reports, and presentations to senior management and governance bodies.
- Stay abreast of the latest ServiceNow Now Assist features, AI trends, and ITSM best practices to identify opportunities for ongoing enhancement and optimization.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in ServiceNow platform, particularly within ITSM modules (Incident, Problem, Change, Service Catalog, Knowledge Management).
- Experience in project management, with a strong track record of delivering complex IT projects, ideally within a large enterprise environment.
- Familiarity with the concepts and capabilities of generative AI and its application in enterprise environments, specifically within service management contexts.
- Solid understanding of IT Service Management principles, processes, and frameworks (ITIL v3 or v4 certification preferred).
- Excellent communication, negotiation, and interpersonal skills with the ability to influence and collaborate effectively across all levels of the organization.
- Experience working within the financial services industry is a plus.

Additional Information:
- The candidate should have minimum 7.5 years of experience in ServiceNow IT Service Management.
- This position is based at our Pune office.
- A 15 years full time education is required.