Technical Leadership & Consultation
- Act as a senior technical expert in platform support delivery, including technical support, solution design, development, and consulting.
- Serve as a key counterpart to the ServiceNow Platform Architect and ITSM Service Manager for technical consultation.
- Represent the team in technical forums such as DevForums and CAB meetings as the lead technical consultant and solution advisor.
Platform Support & Issue Resolution
- Collaborate with the team to analyze, plan, and implement assigned demands and requests.
- Resolve platform or application-level issues, perform root cause analysis (RCA), document findings, and coordinate escalation for unresolved issues.
- Monitor and maintain optimal system performance; analyze, propose, and implement solutions to address performance degradation.
Solution Design & Implementation
- Design and implement technical solutions including analysis, design, coding, testing, and documentation.
- Create detailed technical specifications and test cases.
- Devise and implement platform-specific best practices and continuous improvements.
Automation & Knowledge Management
- Utilize technical expertise to automate and simplify standard working processes.
- Develop and maintain Knowledge Management Database (KMDB) and Known Error Database (KEDB) including technical guides, FAQs, and how-tos.
Collaboration & Stakeholder Coordination
- Coordinate effectively with business users and other stakeholders to ensure smooth delivery of platform services.
Required Qualifications & Experience
- Over 7 years of hands-on experience with ServiceNow platform and components such as business rules, client scripts, UI policies/actions, UI pages/macros, script includes, catalog items, workflows, web services, reports, etc.
- Experience in IT Service Management (ITSM), IT Asset Management (ITAM), and Governance, Risk & Compliance (GRC) modules.
- Proficiency with Flow Designer, Integration Hub, MID Server installation/management, Event Management, and Orchestration.
- Experience performing major version upgrades and cloning activities.
- Strong knowledge of web technologies including XML, HTML, JavaScript, Jelly Scripting, AngularJS, JSON, and Web Services.
- Good understanding of ITIL methodologies, ITSM concepts, and relational databases (RDBMS). ITIL certification is preferred.
- Deep knowledge of ServiceNow best practices and latest features.
- Familiarity with Software Development Life Cycle (SDLC) processes and best practices including coding standards, DevOps, and testing.
