Job Description - ServiceNow Technical Consultant/Developer
Job Summary:
We are seeking a highly skilled and motivated ServiceNow non-ITSM Technical Consultant/Developer. You will work closely with Functional consultants, architects, and customer stakeholders to implement robust ServiceNow solutions related to non-ITSM modules that streamline operations and enhance customer satisfaction.
Key Responsibilities:
- Design, develop and customize ServiceNow applications and modules like Strategic Portfolio Management (SPM) , Customer Service Management (CSM), HR Service Delivery (HRSD), Field Service Management (FSM), Enterprise Architecture (EA), Source to Pay Operations, Retail Operations, etc.
- Performing software configuration and customization including, but not limited to screen tailoring, workflow administration, report setup, data imports, integration, custom scripting and third-party software integrations (such as HCM Solutions, Jira, Clarizen, etc.) using ServiceNow best practices
- Working experience on HRSD related projects work on HR Service, Lifecycle events, employee journeys, HR agent Workspace, Agent Chat, Reports Dashboard etc. based solution design and configuration. Knowledge of business processes in scope (e.g. HR onboarding, payroll, procurement, etc.).
- Employee Center, Virtual Agent, Knowledge Management, Case Management
- Document Generation, Journey acceleration, Workday integrations, Manager Hub, Onboarding module, and Lifecycle events.
- Working experience of CSM module features Case management, Omnichannel communication, Self-service portals, Virtual agent and Playbooks.
- Experience of implementing FSM module related to Work order management, Dispatcher workspace, Dynamic Scheduling, Planned Maintenance, Inventory management, Field agent mobile app, skills, and parts management.
- Experience of implementing SPM suite of applications like Innovation & Demand Management, Project Portfolio Management, Resource management & timecard.
- Developing, designing and rolling out new application modules, workflows and catalog requests
- Develop integrations with third-party systems using REST, SOAP, and MID Server.
- Automate workflows using Flow Designer and/or Business Rules, Script Includes, Client Scripts, etc.
- Build, customize, and manage specialized AI agents that can autonomously perform tasks like case triage, information gathering, and automated customer communication.
- Develop and manage complex, multi-step agentic workflows using the AI Agent Orchestrator to coordinate various AI agents.
- Collaborate with stakeholders to gather requirements and translate them into technical solutions.
- Obtaining and analyzing business requirements and documenting technical solutions.
- Research new functionality and recommend solutions that deliver customer value
- Troubleshoot and resolve technical issues and provide ongoing support.
- Ensure compliance with ServiceNow best practices and platform governance.
- Lead and enrich the team of 3-5 or more technical resources
- Use considerable judgment to determine solution and seek guidance on complex problems
- Determine methods and procedures on new assignments and collaborate with other team members
- Open to travel to customer location for solution implementation
Candidates should demonstrate experience in the following areas:
- Design and delivery of technical solutions based on the ServiceNow platform
- Leadership skills in technical initiatives
- Creating detailed documentation such as Technical Design Documentation
- Communication that clearly articulate solutions and the ability to perform demonstrations in front of customers
- Provide escalated support on technical issues to team members who are working on service now implementations
Preferred Skills:
- Web Services Integration (SOAP, REST)
- Candidates with experience in developing scoped custom applications will be preferred
- Candidates with System/Process Automation (Orchestration) experience will be preferred
- Experience implementing systems using the Agile/Scrum methodology
- Experienced in the System Development Life Cycle (SDLC) processes including customer requirement analysis and system design
- Candidates with experience of working on multiple integrations/eBonding
- Understanding of RDBMS, Infrastructure components, Cloud Management (Azure, AWS) etc. is desired
- ITIL certification is a plus
- ServiceNow Implementation certification is a plus (as many as possible from the below list)
- Certified System Administrator (Mandatory)
- Certified Application Developer (Mandatory)
- CIS – Customer Service Management
- CIS – Field Service Management
- CIS – Strategic Portfolio Management
- CIS – Human Resources
