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Senior Software Engineer

Senior Software Engineer

ServiceNow

8 - 13 years

45 - 50 Lacs

Ahmedabad Hyderabad

Posted:2 months ago| Platform:

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Skills Required

Aix Automation Interpersonal skills Monitoring tools CAD Javascript Continuous improvement Operations Analytics Product support

Work Mode

Work from Office

Job Type

Full Time

Job Description

What you get to do in this role: As part of the ETG Product Ops team, proactively work 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 Ensure smooth communication with other teams in DT or ServiceNow on Product support needs and goals Work closely with Engineering teams to gain understanding on the new feature releases for ETG Products prior to the Production release, so Operations Support team can handle issues from day 1 of feature release Gather and share customer feedback or recurring support issues with Product teams for potential feature improvements Provide insights and analytics on metrics, recurring issues, and prioritization of new features. Drive continuous improvement in operational efficiency and effectiveness. Qualifications 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-so

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www.servicenow.com

Software/IT Services

New York

Over 15,000 Employees

219 Jobs

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Bill McDermott

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Chukky Ibe

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Senior Software Engineer

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