Lead Administrator - L1

We are looking for a skilled ServiceNow Developer with strong experience in Foundation Data and the Common Service Data Model (CSDM) to develop, configure, and maintain data models and platform components. The role demands a deep understanding of CMDB, data integrations, and ServiceNow's platform capabilities.

Requirements

• Bachelor's degree in Computer Science, Information Systems, or related field.
• 7+ years of experience with ServiceNow development, including core platform components.
• Strong hands-on experience with CMDB, CSDM, and Foundation Data management.
• Proficiency in JavaScript, REST/SOAP integrations, Flow Designer, Business Rules, and Script Includes.
• Solid understanding of ITIL, ITSM, and data lifecycle management in ServiceNow.
• Familiarity with ServiceNow Discovery and IntegrationHub.
• Excellent problem-solving and debugging skills.

Benefits

• Adequate support in architecture planning, migration & installation for new projects
• Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc.
• Conduct technology capacity planning
• Utilize and leverage the new features of all underlying technologies
• Strategize & implement disaster recovery plans
• Manage the day-to-day operations of the tower
• Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions
• Review the technical performance of own tower and deploy ways to improve efficiency
• Develop shift roster for the team
• Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
• Provide weekly status reports to the client leadership team, internal stakeholders on database activities
• Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives
• Forecast talent requirements as per the current and future business needs
• Hire adequate and right resources for the team
• Train direct reportees to make right recruitment and selection decisions
• Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members
• Build an internal talent pool of HiPos and ensure their career progression within the organization
• Promote diversity in leadership positions
• Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports
• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to build engagement within the team
• Proactively challenge the team with larger and enriching projects/ initiatives
• Exercise employee recognition and appreciation
• Ensure SLA adherence
• Knowledge management
• CSAT/ Customer Experience
• Identification of risk issues and mitigation plans
• Knowledge management
• New projects Timely delivery
• Avoid unauthorised changes
• No formal escalations