Job Description

Meet the Team:
Cisco's Customer Experience (CX) organization is one of the company's fastest-growing and most innovative teams, crafting a first-in-class digital experience for our customers and partners everywhere they connect with Cisco. CX Platform is a platform-centric to support the diverse requirements of the CX organization and is being built with emerging technologies including predictive AI and generative AI to drive additional customer success. We are at the epicenter of developing with modern, cloud-native technologies that allow us to stay agile and adaptable in a constantly evolving market. Pioneers in our field, CX enables customers to maximize value with a simple, unified Cisco experience, driving accelerated time to impact. We deliver on time with high quality & urgency, and we drive decisions with data and transparency while leading with ownership & accountability.
Your Impact:
You are adept at problem-solving and thrive in a collaborative environment, working seamlessly with cross-functional teams to translate business requirements into technical solutions. Your commitment to continuous learning keeps you at the forefront of technical advancements, and you are proactive in applying new knowledge to enhance existing systems. Your attention to detail, coupled with a strong sense of responsibility, ensures that you consistently deliver high-quality work and contribute to a culture of innovation and excellence.

• Solve complicated architecture problems to build scalable and extendable managed service platform catering to Cisco's customers.
• Coordinate between Product management, customer facing delivery engineers, support and other engineering teams.
• Take complete ownership from conception to production release by maximizing your ability to influence, facilitate and work collaboratively across teams.
• With the collaboration with other engineers, lead and implement required features in the ServiceNow platform and support the same.
• Lead, mentor and spread standard methodologies to other specialists on the team.

Minimum Qualifications:

• 12-15 years of professional experience, with a Bachelor's or Master's degree in computer science, Information Technology or a related field.
• 8-10 years of hands-on experience in ServiceNow application development, including leading and mentoring geographically distributed teams in development, testing and deployment activities.
• Proven experience in integrating ServiceNow with external systems and components.
• In addition to ServiceNow software development experience in at least one programming language (Java or Python) is must.
• In-depth expertise with ServiceNow modules including Incident Management, Problem Management, Change Management, user management and SLAs.
• Extensive experience with ServiceNow Service Portal and its customization.
• Hands on experience in Javascript backend and front end development and development using Angular JS
• Advanced knowledge in ServiceNow Administration and Application Development, including Transform Maps, Update sets and Workflows.

Preferred Qualifications:

• Solid understanding of core Computer Science principles, with a focus on algorithms and data structures.
• Strong leadership skills, with proven experience in guiding a team to deliver high-quality solutions within deadlines, while fostering a collaborative and supportive environment.
• Exceptional communication and interpersonal skills, able to engage with both technical and non-technical stakeholders and effectively lead cross-functional teams.
• Comprehensive understanding of the Software Development Life Cycle (SDLC) and best practices, with an emphasis on agile methodologies

Certifications Preferred

• Certified System Administrator (CSA) - Mandatory
• Certified Application Developer (CAD) - Mandatory
• ITIL Certification - Nice to have
• Certified Technical Architect (CTA) or Certified Master Architect (CMA) - Highly desirable
• Front-End Web Developer Certification (covering HTML, CSS, JavaScript/Angular) - Highly desirable

#WeAreCisco
#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.
Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.
We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!
Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!
Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.
Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco's flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco's Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.