HARMAN International

ServiceNow Platform Lead

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A Career at HARMAN


As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

Introduction: A Career at HARMAN Corporate

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. At HARMAN Corporate, you are integral to our company’s award-winning success.

  • Enrich your managerial and organizational talents – from finance, quality, and supply chain to human resources, IT, sales, and strategy

  • Augment your comprehensive skillset with expert training across decision-making, change management, leadership, and business development

  • Obtain 360-degree support throughout your career life cycle, from early-stage to seasoned leader

About the Role

Are you equally comfortable shaping platform solutions and rolling up your sleeves to solve complex operational challenges? In this role, you'll combine deep ServiceNow expertise with hands-on platform support, helping drive both the evolution and day-to-day success of a critical enterprise platform. In this role, you will work closely with the business, 3rd party development partner and IT teams.

What You Will Do

  • Experienced ServiceNow Architect with proven capability and experience to support building ServiceNow Capability.

  • Design accountability for the organization’s ServiceNow strategic platform.

  • Lead the ServiceNow solution architecture design and enhancement activities across Enterprise ServiceNow program of work, ensuring the technical integrity of any ServiceNow projects.

  • Assure technical integrity of proposed solutions by ensuring that coordination, organization’s governance and change control are applied to technical specifications and to the technical infrastructure.

  • Advise on the impact of design options to related programs and on the process for assessing such impact.

  • Coordinate design and development activity within a program, acting as custodian of plans and policy for the platform.

  • Drive cost transparency in the development and maintenance of ServiceNow enhancements and ensure value tracking.

  • Stay current on ServiceNow products, architecture and applicable integrated technologies.

  • Responsible for supporting, developing, configuring, testing, implementing, and maintaining the Service Desk application – Service Now.

Additional Responsibilities

  • Provide application support for ServiceNow.

  • Perform daily operational and support tasks on the Service Now platform.

  • Interpret logs to troubleshoot and resolve reported incidents and defects in ServiceNow ITSM Platform.

  • Ensure adherence of process/standards.

  • Handling incident tickets/queries within the customer agreed Service Levels & escalated tickets to next level support as needed.

  • Build ServiceNow reports, dashboards and homepages and perform health checks.

  • Administer the ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions.

  • Configure and maintain ServiceNow workflows.

  • Configure application related fields, forms, views, email notifications, acceptance roles and access controls.

  • Participate in internal and customer meetings identify unique use cases for the ServiceNow platform.

  • Ability to work directly with internal (IM) and external clients.

  • Collaborate effectively to develop solutions and handle general updates and configuration changes/requests.

What You Need to Be Successful

  • Sound knowledge of ServiceNow application(s) integration with third party systems/applications.

  • Experience in a customer-centric support role, preferably in an environment providing IT services.

  • Experience in application support or IT support.

  • A detailed understanding of the user/business function, work process and key business outputs.

  • Demonstrate requirements gathering and analysis, solution design, development task management, quality assurance and release management.

  • Demonstrate working knowledge of ServiceNow core architecture and especially modules such as Service Catalog/Incident/Change/Problem Management/ Knowledge Management/Self-Service Portal.

  • Experience with development lifecycle methodologies.

  • Experience with service desk applications including configuration.

  • Detailed understanding of ITIL processes and application.

  • Scripting experience: JavaScript, HTML.

  • ServiceNow Certified System Administrator qualification or proven recent experience in system administration duties in ServiceNow.

  • ServiceNow Implementation Specialist and Application Developer are added advantages.

  • Ability to take initiative to identify the work required and either organize, facilitate, or perform the work.

  • A team player who can balance need, risk and pragmatism when developing solutions.

  • Proven capability for problem-solving and troubleshooting.

  • Good analytical skills, structured and methodical approach, highly organized.

What We Offer

  • Flexible work environment with a culture encouraging work-life integration and collaboration in a global environment.

  • Access to employee discounts on world-class HARMAN/Samsung products (JBL, Harman Kardon, AKG etc.).

  • Extensive training opportunities through our own HARMAN University.

  • An inclusive and diverse work environment that fosters and encourages professional and personal development

  • “Be Brilliant” employee recognition and rewards program.

  • Work on best-in-class emerging technologies and an atmosphere that motivates you to give your best.

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HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.