Senior Software Engineer

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. 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 AI's potential impact on the function or industry. More than 6 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.