Job Description

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Role Purpose

Total Experience Expected:

08-10 years

JC :3151 ITSM Expertise & Process

Act as ITSM and tooling Subject Matter Expert for DevOps and Business Team.Lead or take participation in ITSM initiativesLead the design, implementation, and development of ITSM solutions in ServiceNow.Lead and oversee ServiceNow platform implementation, ensuring seamless integration with existing IT ecosystems.Background in ServiceNow scriptingHands on experience of ServiceNow integrations, automation, and AI-powered workflows(will be considered a strong advantage).

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Ideal candidate must be self-motivated with a proven track record in working on ServiceNow PlatformCollect product and service requirements from business stakeholders to align ServiceNow functionalities with enterprise needsHaving an experience in ServiceNow Development from medium to complex needs.Experience with implementation of ServiceNow

ITSM

modules.Experience in

third party integrations

.Experience with implementation of ServiceNow ITSM modules - Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management, etc.Experience in managing workflows of Complex in nature.Has working experience on Instance Upgrades and Patches for multiple customers.Experience in scripting language:

JavaScript and ServiceNow scripting.

Very Good Experience working with relational databases.Good understanding of Database and Tables.Experience with ServiceNow client and server-side JavaScript and the ServiceNow APIsHas excellent communication skills and is able to interact with clients and stakeholders to manage new requirements.

Desired Certifications :

ServiceNow - Certified Implementation Specialist

ITSM

(CIS-ITSM)Micro-Certification: Flow DesignerMicro-Certification: Integration HubTotal Experience Expected:

08-10 years

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Do

1. Instrumental in understanding the requirements and design of the product/ software

Develop software solutions by studying information needs, studying systems flow, data usage and work processes Investigating problem areas followed by the software development life cycle Facilitate root cause analysis of the system issues and problem statement Identify ideas to improve system performance and impact availability Analyze client requirements and convert requirements to feasible design Collaborate with functional teams or systems analysts who carry out the detailed investigation into software requirements Conferring with project managers to obtain information on software capabilities

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2. Perform coding and ensure optimal software/ module development


Determine operational feasibility by evaluating analysis, problem definition, requirements, software development and proposed software Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, and executing these cases Modifying software to fix errors, adapt it to new hardware, improve its performance, or upgrade interfaces. Analyzing information to recommend and plan the installation of new systems or modifications of an existing system Ensuring that code is error free or has no bugs and test failure Preparing reports on programming project specifications, activities and status Ensure all the codes are raised as per the norm defined for project / program / account with clear description and replication patterns Compile timely, comprehensive and accurate documentation and reports as requested Coordinating with the team on daily project status and progress and documenting it Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders

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3. Status Reporting and Customer Focus on an ongoing basis with respect to project and its execution

Capturing all the requirements and clarifications from the client for better quality work Taking feedback on the regular basis to ensure smooth and on time delivery Participating in continuing education and training to remain current on best practices, learn new programming languages, and better assist other team members. Consulting with engineering staff to evaluate software-hardware interfaces and develop specifications and performance requirements Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code Documenting very necessary details and reports in a formal way for proper understanding of software from client proposal to implementation Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc Timely Response to customer requests and no instances of complaints either internally or externally

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Deliver

No.

Performance Parameter

Measure

1. Continuous Integration, Deployment & Monitoring of Software 100% error free on boarding & implementation, throughput %, Adherence to the schedule/ release plan


2. Quality & CSAT On-Time Delivery, Manage software, Troubleshoot queries, Customer experience, completion of assigned certifications for skill upgradation


3. MIS & Reporting 100% on time MIS & report generation