Job Description

RGS
9732311
Role
ServiceNow ECM Developer / Admin
Required Technical Skill Set
ServiceNow, Enterprise Case Management (ECM)
Experience Range
3 - 5 Years
Location
Chennai
JD:
Scope of Work:
1. Developing and configuring new features for the Enterprise Case Management ("ECM") system in ServiceNow
2. Integrating applications into ECM; the below ECM ServiceNow modules are in scope for this program:

• Case management.

• Integrations.

• Service portal.

• Service catalog.

• Agent chat.

• Advanced work assignment.

• Interaction management.

• Agent workspace.

• Service level management.

• Reporting and analytics.

Business Benefit of Investment:
Continued development and enhancement needs in order to sustain platform used by all frontline agents across the company.
Specific Project Stage/System Being Supported:
Developing and configuring new features for the Enterprise Case Management ("ECM") system in ServiceNow.
Key Deliverables:
I. Provide development resources to assist product owners and provide development and configuration of the ECM (ServiceNow) Platform; key activities:
a. Develop designs of assigned user stories or components based on the business requirements and current ECM Platform designs.
b. For assigned user stories, configure modules in the ECM Platform or build code as needed.
c. Conduct technical quality reviews and unit testing of the developed user stories.
o Identify and address defects and performance problems resulting from the unit testing activities.
o Demonstrate the developed user stories or functionality as requested.
II. Assist in user acceptance testing ("UAT") as requested.
III. Support resolutions for defects identified in platform configurations of ServiceNow Core, modules or integrations; key activities:
a. Support mitigation activities for identified critical ("P0") to low priority ("P4") UAT defects and P0 and P1 platform production defects.
b. Act as level 3 support to resolve P0 and P1 defects that are identified as configured issues.
o If applicable, attempt to replicate the P0 and P1 defect in the Comcast QA environment.
o Document resolutions in user stories, for the ECM product backlog or immediate deployment as relevant.
o Perform a root cause analysis as requested for P0 and high priority P1 defects.