Location - PAN IndiaShift – Evening– 2:30PM to 12:00AM IST.Experience - 5 to 8 years.
Job Summary
We are seeking a skilled and proactive ServiceNow Integration Lead to drive and manage integrations between ServiceNow and enterprise platforms, with a strong focus on Genesys and automation initiatives. The ideal candidate will have hands-on experience in ServiceNow administration, virtual agent implementation, and automation strategy execution.
- Experience with ITSM, ITOM, or CSM modules in ServiceNow.
- Familiarity with scripting languages (JavaScript, Glide Script).
- Exposure to cloud platforms and enterprise integration patterns.
- Genesys Integration: Successfully integrated ServiceNow with the Genesys contact platform, enabling seamless communication between customer service operations and ITSM workflows.
- Virtual Agent Implementation: Deployed ServiceNow’s Virtual Agent and integrated it with an existing chatbot, enhancing user interaction and automating support responses.
- ServiceDesk Transformation: Led initiatives to revamp the ServiceDesk experience, improving usability, efficiency, and responsiveness.
- Catalog Item Development: Designed and configured ServiceNow catalog items tailored to business needs, streamlining service request processes.
- Process Automation: Identified automation opportunities and implemented workflows to reduce manual ticket handling and improve operational efficiency.
- Platform Innovation: Maintained up-to-date knowledge of ServiceNow advancements and trends to drive continuous improvement and innovation.
- System Assessments: Conducted evaluations of existing ServiceNow implementations, providing actionable recommendations for optimization.
Technical Troubleshooting: Skilled in debugging and resolving technical issues within the ServiceNow environment
͏Do
- Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
- Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
- Conduct technology capacity planning by reviewing the current and future requirements
- Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
- Strategize & implement disaster recovery plans and create and implement backup and recovery plans
- Manage the day-to-day operations of the tower
- Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.
- Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
- Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
- Develop shift roster for the team to ensure no disruption in the tower
- Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
- Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
- Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness
