Key Responsibilities:
ServiceNow Administration & Platform Management
- Perform day-to-day administration of the ServiceNow platform.
- Configure and maintain core ITSM modules and workflows.
- Ensure platform stability, performance, and security compliance.
- Manage user roles, access controls, and system configurations.
ServiceNow Development & Customization
- Design and develop ServiceNow applications and custom workflows.
- Implement ServiceNow scripting using JavaScript, Business Rules, Script Includes, and UI Policies.
- Customize forms, tables, dashboards, and reports based on business requirements.
- Develop enhancements to improve platform functionality and user experience.
Integration & Automation
- Design and implement integrations between ServiceNow and external systems.
- Work with REST/SOAP web services for data exchange and automation.
- Support end-to-end integration testing and troubleshooting.
- Improve automation of IT service management processes.
IT Service Management (ITSM) Support
- Support implementation and optimization of ITSM processes such as Incident, Problem, Change, and Request Management.
- Align ServiceNow solutions with ITIL best practices.
- Ensure smooth workflow execution across IT service processes.
Technical Solutioning & Development Support
- Collaborate with development teams using Java, J2EE, Spring, Struts, Hibernate, and related technologies where required.
- Support database-related activities using SQL Server, Oracle, and PL/SQL.
- Assist in web-based UI development using HTML, CSS, and JavaScript.
Troubleshooting & Support
- Diagnose and resolve platform and integration issues.
- Provide production support and ensure minimal downtime.
- Perform root cause analysis and implement corrective actions.
Documentation & Best Practices
- Document configurations, designs, and technical solutions.
- Follow ServiceNow development standards and governance guidelines.
- Promote best practices and design thinking principles in solution delivery.
