Role Description
Role Proficiency:Independently support customer applications by monitoring and resolving the system issues. Guides other associates and assists Lead 1 – Production Support
Outcomes
- Understand the application/feature/component and issues related to the same from Business users to resolve issues and create required SOPs/Runbooks
- Monitor triage and resolve higher severity issues pertaining to systems/applications/infrastructure tools for end users via phone chats and/or via email
- Identify the problem patterns and suggest better resolution techniques
- Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
- Proactively identify issues/defects/flaws in application; take necessary measures to address
- Assist Lead 1 – Production Support on troubleshooting and Issue resolution; begin demonstrating Lead 1 capabilities in making critical decisions
- Mentor Trainee Associate and Associate I II- Production Support to become more effective in their roles
- Act as the technical SME for troubleshooting/resolving any reported production incident/ticket/issue
- Learn business domain technology and system domain individually and as recommended by the project/account
Measures Of Outcomes
- Adherence to engineering process and standards
- Adherence to schedule / timelines
- Adhere to SLAs where applicable
- # of issues resolved
- # of non-compliance issues with respect to SOP
- Reduction of reoccurrence of known defects
- Quick turnaround of production bugs
- Defined productivity standards for the team
- # of new runbooks created
- # of production jobs automated
- # of new monitoring dashboards introduced
- Completion of applicable technical/domain certifications
- Completion of all mandatory training requirements
Outputs Expected
Issue Resolution:
- Analyse and resolves the incidents/tickets within the optimal MTTR (Mean Time To Resolve)
Training
- Attends one on one need-based domain/project/technical trainings as needed
- Provides need-based training to juniors on the team
Escalation
- Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
- Where applicable monitor progress of requests for support and ensure users and other interested parties are kept informed.
Document
- Create documentation for one's own work
Automation
- Identify opportunities for automation/process improvements that help in optimising cost and improving quality
Mentoring
- Mentor juniors on the team
- Set FAST goals and provide feedback of FAST goals to mentees
Status Reporting
- Report status of tasks assigned
- Comply with project related reporting standards/process
Manage Knowledge
- Absorb and contribute to project related documents share point libraries client universities
Release
- Adhere to release management process
Skill Examples
- Identify triage and resolve issues reported by customer
- Log Monitor and report issues as defined by SLAs
- Develop runbooks SOPs and dashboards
- Problem solving approach
- Manage and guarantee high levels of quality
- Team Player
- Good written and verbal communication abilities
- Proactively ask for help and offer help
Knowledge Examples
- Appropriate software programs/modules/ tools
- Operating Systems and software platforms
- Integrated development environment (IDE)
- DBMS
- Programming Languages
- Software life cycle methodology E.g. Agile methods
- Knowledge base of customer domain and about sub domain where problem is solved
- Proactively ensure the highest levels of systems availability
- Agile methods
Additional Comments
We are seeking a ServiceNow Developer with 3+ years of experience in designing and developing ServiceNow solutions. The ideal candidate should have hands-on experience in ServiceNow development, scripting, workflows, and integrations. This role involves working closely with senior developers and architects to enhance the ServiceNow platform while ensuring best practices and performance optimization. ________________________________________ Key Responsibilities: ServiceNow Development & Customization
- Develop, configure, and customize ServiceNow applications based on business requirements.
- Implement client scripts, business rules, UI policies, script includes, workflows, and flow designer.
- Create and maintain Service Catalog items, Record Producers, and Request Workflows.
- Work on ServiceNow Forms, Tables, ACLs, UI Actions, and UI Macros to enhance platform usability.
- Support and maintain Service Portal customization using HTML, CSS, JavaScript, and AngularJS. Integrations & Automation
- Develop and support REST and SOAP API integrations with third-party applications.
- Implement Integration Hub, MID Server, and Web Services for external system communication.
- Automate business processes using Flow Designer, Workflows, and Scheduled Jobs. ITSM & CMDB Management
- Configure and maintain core ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB).
- Support Configuration Management Database (CMDB) activities, including CI data quality and relationships. Performance Optimization & Troubleshooting
- Optimize ServiceNow application performance by identifying and resolving issues.
- Debug, test, and troubleshoot ServiceNow scripts and configurations. Collaboration & Best Practices
- Work closely with business analysts, testers, and stakeholders to gather and analyze requirements.
- Follow ServiceNow best practices, ITIL guidelines, and Agile methodologies for development.
- Participate in code reviews, documentation, and knowledge-sharing sessions. ________________________________________ Required Skills & Experience: ServiceNow Knowledge & Development Skills
- 3+ years of hands-on experience in ServiceNow development.
- Strong understanding of ServiceNow architecture and best practices.
- Experience in ServiceNow Scripting (JavaScript, Glide APIs, Business Rules, Script Includes, etc.).
- Proficiency in configuring Workflows, Flow Designer, UI Actions, and Notifications.
- Hands-on experience with Service Catalog, Service Portal, and Forms Customization.
- Experience in designing and developing REST/SOAP API integrations with third-party tools.
- Familiarity with Application Scope, Update Sets, and Deployment Strategies. Soft Skills & Work Environment
- Strong analytical and problem-solving skills.
- Ability to work independently and collaboratively in a team environment.
- Good communication skills to interact with stakeholders and business users.
- Willingness to learn new ServiceNow capabilities and stay updated with platform releases. ________________________________________ Preferred Qualifications:
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD) (Preferred)
- ITIL v4 Foundation Certification (Plus)
Skills
Servicenow,Javascript,Workflows
