ServiceNow Developer

ServiceNow Developer with min 5 years of experience 18*7 support with rotational shift First Touch Incident Response oResolve ServiceNow tickets related to User access, approver changes, HRSD workspace config issues, Contact phone number updates, Agent Configuration issues, email routing incorrectly, authentication issues, manager updates, Permissions issues, PagerDuty integration setup issues. ServiceNow Slack Channel oResolve messages from the Slack channel related to ServiceNow and integrations to ServiceNow, address 'how to' questions, reporting configuration questions, Access/permissions questions, and approver changes. oIn case a message results in an Incident or Service Request, create the relevant Incident or request in ITSM platform and inform the user that a ticket is being created for their issue. ServiceNow Backup and Recovery support oManage requests to restore data from backup. oMonitor/review backups for successful completion or failure and Validate data restorations. ServiceNow Architect and Development Leads. oReview any requests for restore with Starbucks ServiceNow Architect and Development Leads prior to executing the restore/recovery. oPerform data restoration and recovery across Starbucks ServiceNow environments as per process/task list agreed during transition Biweekly release support oAssist ServiceNow development team in validating update sets prior to implementation. oParticipate in testing/validation of ServiceNow update sets prior to production deployment. oCommunicate with customer ServiceNow development team and Product teams on deployment dates, timing and status. Monthly patching oAddress patching of mid servers for ServiceNow where monthly patching is not completed via the automated processes. oFollow existing incident and change processes for fallouts oAddress critical patches by next day, High priority patches within one week and medium patches within 2 weeks oPost patch deployment support o Vulnerability management oSupport actions with customer development and product teams as per SOPs provided and vulnerability report received from client oFollow-up on Critical and High risk vulnerabilities with urgency. Audit and evidence collection oSupport evidence collection based on the audit control and for items such as Sarbanes-Oxley, PCI Compliance, GDPR. oNotify control owner before submitting evidence.