Senior ServiceNow Developer (Product Ops)

Job Description

As part of the ETG Product Ops team, take ownership and proactively lead the Ops team (L2 and L3 teams) as a Tech Leader on resolving L2/L3 support issues for all the ETG Products (Technology Workflows, AIX, DevX). Ensure all the Incidents and requests are tracked and addressed in a timely manner with a sense of urgency or if need to be escalated to appropriate ETG Engineering or Product teams Track Key performance metrics using ETG and DT Ops dashboard (SLAs for response time, resolution time, customer satisfaction) and ensure all the SLA metrics are met Keep ETG Leadership informed regularly with key updates, SLAs and Performance Metrics Work closely with ETG Engineering teams to understand upcoming feature or Product releases, and train L2/L3 Operations teams in those areas Analyze recurring support issues and customer feedback with ETG Product teams for potential feature improvements Ensure smooth communication with other teams in DT or ServiceNow on Product support needs and goals Drive continuous improvement and lead strategic initiatives to refine operational efficiencies and reinforce customer trust. To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AIs potential impact on the function or industry. More than 7+ years of Exp. working on ServiceNow platform (CSA, CAD certifications preferred) Expertise in writing JavaScript and ServiceNow scripting and problem-solving skills Experience working in Virtual Agent, AI Search, Conversational Interfaces highly preferred Ability to work in a fast-paced and dynamic environment with a sense of urgency towards resolving issues and growth mindset and interest to learn and upskill Experience with monitoring tools, dashboards, and analytics Demonstrated aptitude for learning new technologies quickly Experience with AI/ML and automation in product operations is preferred Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity Strong communication skills (both written and verbal) Knowledge of industry best practices in product support and operations.