- The Lead – Tools Integration is accountable for the end-to-end delivery of ServiceNow enhancements and its integration with other tools across the Bank’s technology ecosystem.
- This role involves close collaboration with cross-functional teams and leadership to identify enhancement opportunities, streamline workflows, and drive operational efficiency through automation and API-based integrations.
- Additionally, the role ensures that all procedures are well-documented and implemented in alignment with regulatory requirements and compliance standards.
Responsibilities
- Lead ServiceNow design, architecture, and development testing for enhancements and integrations across the Bank’s tech stack.
- Collaborate with stakeholders to gather, analyze, and document functional and technical requirements.
- Ensure seamless interoperability of ServiceNow with tools like Microfocus, Dynatrace, Heal, etc.
- Identify manual processes and drive automation using ServiceNow workflows and APIs.
- Partner with internal teams and vendors for solution evaluation, POCs, deployment, and handover.
- Work with Technology Command Centre and Operations to optimize ITSM, CMDB, SAM, HAM and automation processes via ServiceNow.
- Monitor tool performance, ensure regulatory compliance (e.g., RBI), support audits, and maintain accurate documentation.
Qualifications
Education:
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Certifications:
ServiceNow Certified System Administrator (CSA) is required. Additional certifications such as ServiceNow Certified Application Developer, Certified Implementation Specialist (ITSM, Discovery, or IntegrationHub), and ServiceNow Architect certifications are highly desirable. Certifications in ITIL, PMP, PRINCE2, CSM, or SAFe are also beneficial.
Min Exp: 8 years
Max Exp: 15 years
8+ years of experience in IT, with strong hands-on expertise in ServiceNow design, development, integration, and support.
Proven experience in automation, tools development, and technical program management.
Exposure to IT Operations, Monitoring tools (e.g., Dynatrace), and ITSM frameworks is preferred.
