Roles & Responsibilities:
- Design, develop, and manage ServiceNow Employee Center Pro/Service Portal to deliver a seamless self-service experience for end-users
- Implement and maintain Knowledge Management (KM) solutions, ensuring content is well-organized, searchable, and meets user needs
- Develop and optimize Performance Analytics (PA) dashboards to provide insights into self-service effectiveness, platform usage, and key performance metrics
- Configure and manage Virtual Agent to automate common user queries and enhance the overall self-service experience
- Design and customize UI workspaces to deliver efficient, responsive, and user-friendly experiences, integrating with other ServiceNow modules and workflows
- Develop and optimize mobile applications to extend self-service functionality across mobile platforms, ensuring consistency and ease of use
- Automate and streamline self-service workflows, approvals, and service catalog items to improve efficiency and reduce manual intervention
- Collaborate with UX designers to improve the user interface and ensure the portal aligns with best practices in user experience across both desktop and mobile platforms
- Integrate self-service solutions with other ServiceNow modules, ensuring a cohesive user experience across platforms and devices
- Manage and optimize platform configurations, including mobile responsiveness and adaptive UI layouts
- Provide technical support for UI workspace and mobile application issues, ensuring seamless performance and troubleshooting any related issues
- Manage role-based access and security for self-service solutions, ensuring that sensitive information is protected
- Monitor platform health, performance, and user feedback to identify opportunities for optimization and enhancement
- Troubleshoot and resolve technical issues related to self-service portals, UI workspaces, mobile applications, knowledge bases, and analytics dashboards
- Create and maintain detailed documentation for self-service automation solutions, workflows, and user guides
- Stay up to date with the latest ServiceNow releases, best practices, and technologies to continuously improve the self-service platform
Basic Qualifications:
- Doctorate Degree OR
- Masters degree with 4 - 6 years of experience in Computer Science, IT or related field OR
- Bachelors degree with 6 - 8 years of experience in Computer Science, IT or related field OR
- Diploma with 10 - 12 years of experience in Computer Science, IT or related field
Must-Have Skills:
- Service Portal & Employee Center Pro Expertise: Strong experience in designing, developing, and customizing Service Portal and Employee Center Pro to enhance user experience and drive self-service adoption.
- Automation & Virtual Agent Development: Proficiency in building and deploying automation workflows using Flow Designer, along with configuring and optimizing Virtual Agent with Now Assist for conversational Generative AI and self-service support.
- Knowledge Management (KM) & Performance Analytics (PA): Deep understanding of Knowledge Management (KM) best practices and the ability to configure KM workflows, coupled with experience in Performance Analytics to track and analyze service performance.
- Mobile Application Development: Expertise in developing and configuring ServiceNows mobile applications to provide seamless access to services, approvals, and knowledge on the go.
- UI/UX Design for Self-Service: Ability to design intuitive and engaging user interfaces for Service Portal, Employee Center Pro, and mobile applications to enhance the user experience and increase self-service efficiency
- Deep experience in front end development, AngularJS, ESC PRO,, UI/UX.
Preferred Qualifications:
- Integration & Scripting: Experience in integrating third-party systems with ServiceNow, along with proficiency in JavaScript, Glide API, and REST/SOAP APIs to enable seamless data flow and automation.
- Virtual Agent & GPT Optimization: Understanding of AI-driven tools and natural language processing (NLP) for optimizing Virtual Agent/Now Assist GPT workflows and ensuring accurate, context-driven responses.
- Reporting & Analytics: Skill in configuring and managing reports, dashboards, and analytics for monitoring self-service performance and improving service delivery using Performance Analytics and custom reporting tools.
Professional Certifications:
- ServiceNow Certified System Administrator (Mandatory)
- ServiceNow Certified Application Developer (Preferred)
- ServiceNow Certified Implementation Specialist (CIS) micro-certifications in Service Portal, Performance Analytics or Virtual Agent (preferred)
Soft Skills:
- Excellent analytical and troubleshooting skills
- Strong verbal and written communication skills
- Ability to work effectively with global, virtual teams
- High degree of initiative and self-motivation
- Ability to manage multiple priorities successfully
- Team-oriented, with a focus on achieving team goals
- Strong presentation and public speaking skills
