Lead the end-to-end implementation of the ServiceNow ITSM platform, including requirement gathering, design, configuration, and customization.

- Collaborate with cross-functional teams to ensure successful integration of the ITSM platform with existing tools, systems, and processes.

- Configure and customize workflows, forms, fields, notifications, and automation within the ServiceNow platform.

Process Improvement:

- Analyze and assess current ITSM processes to identify gaps, bottlenecks, and areas for improvement.

- Develop and implement best-practice ITIL processes within the ServiceNow ITSM framework.

- Continuously monitor and evaluate ITSM processes, making recommendations for optimization and efficiency gains.

Incident, Problem, Change, and Request Management:

- Define and maintain incident, problem, change, and request management processes and workflows.

- Ensure timely and effective handling of incidents, problems, changes, and service requests, adhering to defined SLAs and OLAs.

Role: Technical Lead

Industry Type: IT Services & Consulting

Department: Engineering - Software & QA

Employment Type: Full Time, Permanent

Role Category: Software Development

Education

UG: Any Graduate

PG: Any Postgraduate

About company

Microland is a pioneering IT Infrastructure services and consulting company headquartered in Bengaluru, India, with a proven track record of delivering tangible business outcomes for 35 years. Today, as enterprises recognize that networks underpin the functionality and efficiency of modern digital systems and support innovation, we provide next-generation technologies such as AI, automated operations, and platform-driven solutions – which drive operational excellence, agility, and productivity for organizations worldwide.

Our team of over 4,600 experts delivers services in over 100 countries across Asia, Australia, Europe, the Middle East, and North America, offering cutting-edge solutions in networks, cloud, data centers, cybersecurity, services management, applications, and automation. Recognized by leading industry analysts for our innovative strategies, Microland is committed to strong governance, environmental sustainability, and fostering an inclusive workplace where diverse talent thrives. When businesses work with Microland, they connect with the best talent, technologies, and solutions to create unparalleled value.