ServiceNow-ESM Release Manager
Tata Consultancy Services
Hyderabad, Telangana, India
Role: ESM Release Manager - ServiceNow Desired Experience Range: 4+ years Location of Requirement: Hyderabad Must-Have: 4 + years hands on Release Management experience in high-technology business environments with IT Service Management Demonstrates a proven-track record of working in Release Management roles. Have valid ITIL Certification, or similar IT Service Management certifications. 4+ years hands on experience of implementing Release Management initiatives. Have demonstrable experience in handling various collaborator and customer relationships. Possess excellent written and verbal communication skills in English. Abilility to communicate technical scenarios and challenges in clear, simple, and concise business language. Excellent interpersonal skills, with the capability to build strong, trusted, and effective working relationships via considered and emotional intelligent interactions with internal and external collaborators across different functions and cultures. Ability to adapt one's communication style to influence and persuade others. Proven communication and presentation experience to Senior Collaborators. Possess a pro-active, customer-focused approach, and have a passion for the continuous pursuit excellence. Possess a proven willingness to professionally develop and a proven track record thereof. Have a pro-active approach to dealing with problems. Good to Have: Have Service Transition experience within global, enterprise organisations. Experience of other applications and infrastructure technologies that work well with the ServiceNow platform. Any additional academic or professional qualifications. BS/BA degree in a computer science, engineering, or similar technical field - desirable but not crucial. Detailed Responsibilities: Define, document & maintain CoE Release Management Policy process & Procedure, in conjunction with the collaborators and publish to the KMS. Create and monitor Process critical metrics to lead the effectiveness of the Release Process. Provide reports and status updates on Rele ase Management activities, as agreed with the Customer. Schedule, run, and report upon meetings, and will produce meeting documentation (Minutes, RAID Logs etc.). Develop & maintain a release calendar with all planned release, maintenance window and other key date from the customers. Co-ordinate release activities with collaborators, ensuring all the teams are aligned and aware of upcoming releases. Coordinate with the development teams and document a Release Plan for each Release or Release Cycle and publish to the KMS. Create an outline high level plan of the process to move from UAT completion through to deployment, to include sign off milestones, and dry run dates & cutover points (where applicable). For major releases/upgrades Create, publish, and distribute a detailed Release Plan showing dates, resources, and tasks for each of the stages (e.g., tasks and resources for customer communications, dry runs, technical Go-Lives, User Go-Lives & post-Release validation activities (where each may be applicable). Identify potential risks related to releases and develop mitigation plans. Monitor and Mitigate release related risks throughout the release cycle. Run the tasks in the Release Plan in conjunction with respective development teams and be accountable for successful execution. Ensure that comprehensive testing is conducted to the quality standards set out by the customer and development teams. Co-author the Release communications in conjunctions with the Customer & development teams. Work with the customer to produce collaborator communication collateral where required e.g., Newsletter content. Facilitate Clear communications among the collaborators, Providing regular updates on release status. Raise Organisational Change Requests in the ITSM Platform support and represent Changes at CAB the Governance Forums and be accountable for obtaining the required approvals for implementation. Run the Release Management Bridge and coordinate Release Management activities for the Supplier, and the Customer's other Suppliers or Product Teams. Produce Release Notes for all Releases and publish to the KMS. Facilitate knowledge Transfer Session to ensure operational team are ready to support the service. Co-ordinate with Prodcut Owners to ensure appropriate service documentation is created for Support teams. Identify areas of improvements in the release process and adopt standard methodologies. Education and Professional Skills: Have additional ServiceNow certifications. Have a degree in a computer science, engineering, or similar technical discipline - desirable but not essential
