ServiceNow Developer

Minimum Requirements:

1. Minimum 8 to 12 yrs experience in Snow admin platform.
2. 3-6 yrs experience in snow development activity.
3. Should have managed large customer instances.

Responsibilities:

1. Handle day-to-day L3 activities and monitoring tasks.
2. Develop workflows and implement integration.
3. Manage version upgrades along with integration management.
4. Exposure to ServiceNow scripting and automation; hands-on scripting experience is a must.
5. Proficient with ITSM Pro modules, virtual chat agent, service portals, API connectors, and custom tables.
6. Basic scripting knowledge to update custom UI, business rules, etc.
7. Handle all system configurations, catalog item creation, troubleshooting flows, and fix broken workflows.
8. Knowledge in ITIL processes to manage the system effectively.
9. Manage ITIL licenses on SNOW for cost-effective utilization.
10. Handle platform migration activities as an individual or lead the effort with a team.
11. Team management experience is an added advantage.

Qualifications:

1. Graduate.
2. Fluent in English.
3. Ability to manage customers directly without escalation.
4. Support customers during US work hours.

Technical Skills:

1. Expert in JavaScript and experience with PowerShell scripting.
2. Integrate ServiceNow with other tools and external platforms using APIs and web services.
3. Design, develop, and configure ServiceNow ITOM and CMDB modules, including Discovery, Service Mapping, Event Management, and Configuration Management.
4. Customize ServiceNow workflows, Flow designer, business rules, UI policies, and notifications to support ITOM and CMDB processes and automation.
5. Configure and maintain the CMDB data model, ensuring accurate and up-to-date configuration item (CI) information.
6. Provide ongoing support and maintenance for ServiceNow applications, troubleshooting issues and implementing necessary fixes or enhancements.

Additional Responsibilities:

1. Adhere to quality standards, regulatory requirements, and company policies.
2. Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
3. Participate or contribute to EN business in the creation of proposals to drive Service improvement plans.
4. Independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team.
5. Provide support for on-call escalations / L3 level support and incident & problem management.
6. Work on value-adding activities such as Knowledge Base update & management, training freshers, coaching analysts, and conducting interviews/participation in hiring drives.