ServiceNow Senior Developer (Senior Technical Lead) (Delhi)

Company Description Who we are As a global law firm our work spans jurisdictions, cultures, and languages and so do our people. Our culture is collaborative and inclusive where diverse perspectives are recognised and valued. Where performing to your highest ability, unlocks equal access to opportunities to learn, thrive and grow. We combine deep legal expertise and commercial intelligence to grow, transform, protect, and defend our clients' businesses, across every critical moment. We operate in the sectors and regions that matter to our clients. With forward-thinking insights and innovative, tech-enabled solutions that combine deep knowledge of their sectors and markets. Youll build connections and work with colleagues as one global team. Youll unlock opportunities for clients, across borders, cultures, legal and commercial disciplines. Join us to work with colleagues as one global team empowering each other to be exceptional and create advantage for our clients. Our India team is a well-established and integral part of the firms global operations, delivering high-value support across a wide spectrum of functions. With over 800 business professionals based in Gurugram and Hyderabad, weve been driving operational excellence and innovation for more than 15 years. We contribute to global success in areas such as Information Technology, Finance, Human Resources, Risk & Compliance, Legal Support, Research & Knowledge, Document Production, Virtual Executive Assistance, Programme Management, Client & Market Development, and Continuous Improvement. Job Description The role This Service Management role is responsible for the maintenance, configuration and development of the Firm's IT Service Management tool, ServiceNow. This involves working within an agreed governance model to translate the requirements of process owners and other key contacts into a live implementation. There is an aggressive service management roadmap in play, which is aiming to deliver a number of self-service, automation and orchestration initiatives, and this role is crucial to the delivery of these initiatives using the tool. Who you will work with - Service Management Team - Wider IT Team - Business Users of Custom Applications What you will be responsible for Support & Client Focus - Help deliver the service management roadmap, which is aiming to deliver a number of self-service, automation and orchestration initiatives. - Ensure that industry knowledge remains up to date. - Scrutinise all requests for change to ensure that any work to the tool maximises value to the Firm and its clients. - Maintain a working knowledge of all of the Firm's Service Management processes, and how those processes are integrated with the tool, to ensure that the impact of a change to one module is fully understood across all modules. - Work with process owners, providing practical input and advice to help rationalise and improve stated requirements whilst at the same time ensuring that any changes do not detrimentally affect other modules or the system as a whole. - Be an escalation point for ServiceNow admins, as required, to resolve complex issues within OLA. - As required, ensure technical documentation and training materials for ServiceNow admins remain current. - Provide ad-hoc specialist training where required. - Adhere to change management policies, process and procedures to ensure that any bug fixes and upgrades are thoroughly tested in the non-production environments before they are released to production. Reporting - Offer expert knowledge of how to build and develop reports from the tool. - Build ad hoc reports for management upon request. Systems Administration - Perform workflow, data management, development and integrations in line with industry standard and Clifford Chance best practice. Development & Testing. - Support and, as required, manage the ServiceNow upgrade cycle - Utilise JavaScripting, HTML, CSS etc., as appropriate, to improve the performance and/or functionality of the tool and maximise value to the Firm and its clients. - Work with internal and/or external development resources. Ensure that this in-house or 3rd party software integration works effectively with the tool and maximises value to the Firm and its clients. - Produce and maintain a comprehensive testing protocol for the tool with the purpose of certifying all applications for use after changes have been deployed. - Plan, perform and manage regular BCP tests for the ServiceNow platform Offshore Support - Work with the wider Service Delivery team to ensure that the offshore support teams sufficiently dovetail with the London teams, helping to ensure that the split between onshore and offshore responsibilities is correct. What you will do On a day-to-day basis, the role will work on configuration and development tasks in the ServiceNow tool including, but not limited to, security, workflow, data management, development and integration