Essential Functions

- Executes the technical direction and focus for service management tools implementation, operation, and maintenance; has an understanding of the vision and translates that into the appropriate technical execution
- Manages systems and/or tools applications while supporting development roadmaps and project tasks
- Actively works with business unit management and decision-makers to execute towards the project backlog, collaborating on establishing business-driven priorities for fixes and enhancements
- Accountable for all system and applications best practices and methodologies including scope and expectations management, requirements management, iterative release management, and testing, quality, and code control
- Accountable for execution of effective systems management and underlying infrastructure of service management platforms; directs efforts to ensure CBTS systems maintain high reliability, acceptable performance, and adequate capacity
- Provides valuable insight and promotes a positive team atmosphere
- Interacts with key vendors and partners as needed to improve the breadth and depth of the service management tools functionality and relevance; additionally, collaborates with providers when appropriate for joint development efforts
- May participate in a pre-sales capacity for strategic customer opportunities
- Provide systems and applications support metrics and respond proactively to trends and performance needs




- Builds and maintains robust working relationships with all levels of CBTS and customer personnel
- Maintains an understanding of CBTS Managed Services Tools service offerings and technical capabilities
- Provides input into the development of monitoring and service management processes by which CBTS will manage and grow its ability to serve customers
- Makes disciplined use of tracking and reporting vehicles to capture project activities and progress and provides details to clients and CBTS management as needed

Education

- Four years of College resulting in a Bachelors Degree or equivalent
- Continuing applied technical education in multiple disciplines

Experience

- It s 100% focused on working in CBTS instances of ServiceNow
- Application administration role
- Duties will include
- platform maintenance and upgrades
- sub-instances management and data coordination with production instance
- user and access management
- foundational data management and structure administration (customer accounts, entitlements, and other in-platform data and external data integration feeds)
- business rule, notification, and bulk data management
- vendor support collaboration
- CBTS teams collaboration and support.
- other general ServiceNow non-development duties as assigned.

Supervisory Responsibilities

- Work closely with individual programmers, systems analysts, and systems administrators
- Assistance in joint development efforts

📌 Service Management Tools Engineer II (Chennai)
🏢 CBTS Technology Solutions India
📍 Chennai