1. Solution Design and Development:
o Design, develop, and implement end-to-end automation solutions within the ServiceNow AppEngine (Web UI, Workflows, CRUD Apps)
o Translate business requirements and process flows into technical specifications and automation workflows.
o Develop custom applications, modules, and integrations within ServiceNow to support automation initiatives.
o Main point of contact for the team to address complex issues and prevent business interruptions.
o Leads the recruitment and training initiatives for the automation team. Provides coaching and reviews the work of colleagues.
o Serves as the point of contact for external vendors and platform partners.
o Dedicates time to researching the latest automation technology stack and influences technology and business stakeholders to adopt relevant automation solutions.
2. ServiceNow Platform Expertise:
o Develop Custom Low Code Applications
utilizing ServiceNow App-Engine (Web UI, Workflows, CRUD Apps)
o Configure and customize ServiceNow instances, including workflows, forms, reports, and dashboards.
o Ensure adherence to ServiceNow development standards and governance policies.
3. Machine Learning (ML) Integration:
o Identify opportunities to embed ML models into ServiceNow workflows to enhance automation, prediction, and decision-making (e.g., intelligent routing, anomaly detection, predictive analytics).
o Work with data scientists or ML engineers to integrate pre-trained or custom ML models into ServiceNow applications using APIs or other integration methods.
o Assist in data preparation, feature engineering, and model deployment for ML-driven automation.
4. Agentic AI Capabilities:
o Explore and implement Agentic AI concepts within ServiceNow, such as intelligent virtual agents (chatbots), autonomous workflows, and proactive problem resolution.
o Design and configure conversational AI interfaces to improve user experience and automate common requests.
o Develop and integrate AI agents that can perform tasks, make decisions, and learn from interactions to optimize processes.
5. Integration Development:
o Develop and manage integrations between ServiceNow and other enterprise systems (e.g., SAP, GCP , SQL tools) using REST APIs
o Ensure secure and reliable data exchange between connected systems.
o Manage automation platforms, infrastructure, security, and modernization efforts.
6. Testing and Quality Assurance:
o Conduct thorough testing of automation solutions, including unit, integration, and user acceptance testing (UAT).
o Identify and resolve defects, performance issues, and security vulnerabilities in developed solutions.
7. Documentation and Knowledge Transfer:
o Create and maintain comprehensive technical documentation for all developed solutions, including design documents, user manuals, and support guides.
o Manage project documents delivery processes. Also, responsible for the standards processes of Talent Acceleration Center
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8. Collaboration and Communication:
o Work closely with business stakeholders, process owners, and other IT teams to gather requirements and ensure solutions align with business objectives.
o Participate in agile development ceremonies (e.g., sprint planning, daily stand-ups, retrospectives).
o Communicate technical concepts effectively to non-technical audiences.
9. Continuous Improvement and Innovation:
o Stay updated with the latest trends and advancements in intelligent automation, ServiceNow, Machine Learning, and Agentic AI.
o Proactively identify opportunities for process improvement and new automation initiatives.
o Contribute to the teams knowledge base and best practices.
10. Troubleshooting and Support:
o Provide ongoing support for deployed automation solutions, including incident resolution and problem management.
o Monitor the performance and health of automation workflows and integrated AI components.
