Title: Developer - L4
Job Description
Strong experience in Servicenow.
Extensive experience in - ITSM, ITOM, ITAM,
Experience - 7+ years.
Location - PAN India.
Rates including mark up - 230 K/M - 250K/M
Key Responsibilities:
1. ServiceNow IVA (Chat Bot) Implementation: |
o Design, develop, and deploy ServiceNow Intelligent Virtual Agents (IVA) to enhance user interaction and support. |
o Customize and configure IVA to meet specific business requirements. |
o Monitor and optimize IVA performance to ensure high levels of user satisfaction. |
2. Self Help Cases Deployment: |
o Develop and implement self-help cases within the ServiceNow platform. |
o Ensure that self-help cases are user-friendly and provide effective solutions to common issues. |
o Continuously update and improve self-help cases based on user feedback and evolving business needs. |
3. Service Request Automation: |
o Automate service request processes using ServiceNow to improve efficiency and reduce manual intervention. |
o Collaborate with stakeholders to identify automation opportunities and implement solutions. |
o Maintain and troubleshoot automated workflows to ensure seamless operation. |
4. Generative AI Integration (Good to Have): |
o Explore and integrate Generative AI capabilities within the ServiceNow platform to enhance IVA and other functionalities. |
o Stay updated with the latest advancements in AI and recommend innovative solutions to improve service delivery. |
Preferred Skills: |
Certification in ServiceNow Administration or Development. |
Experience with scripting languages such as JavaScript. |
Familiarity with ITIL processes and best practices. |
Ability to work independently and as part of a team. |
Proven experience with ServiceNow, specifically in IVA (Chat Bot) development and deployment. |
Strong understanding of ServiceNow Self Help Cases and Service Request Automation. |
Experience with Generative AI technologies related to ServiceNow is a plus. |
Excellent problem-solving skills and attention to detail. |
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Do
1. Instrumental in understanding the requirements and design of the product/ software
- Develop software solutions by studying information needs, studying systems flow, data usage and work processes
- Investigating problem areas followed by the software development life cycle
- Facilitate root cause analysis of the system issues and problem statement
- Identify ideas to improve system performance and impact availability
- Analyze client requirements and convert requirements to feasible design
- Collaborate with functional teams or systems analysts who carry out the detailed investigation into software requirements
- Conferring with project managers to obtain information on software capabilities
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2. Perform coding and ensure optimal software/ module development
- Determine operational feasibility by evaluating analysis, problem definition, requirements, software development and proposed software
- Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, and executing these cases
- Modifying software to fix errors, adapt it to new hardware, improve its performance, or upgrade interfaces.
- Analyzing information to recommend and plan the installation of new systems or modifications of an existing system
- Ensuring that code is error free or has no bugs and test failure
- Preparing reports on programming project specifications, activities and status
- Ensure all the codes are raised as per the norm defined for project / program / account with clear description and replication patterns
- Compile timely, comprehensive and accurate documentation and reports as requested
- Coordinating with the team on daily project status and progress and documenting it
- Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders
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3. Status Reporting and Customer Focus on an ongoing basis with respect to project and its execution
- Capturing all the requirements and clarifications from the client for better quality work
- Taking feedback on the regular basis to ensure smooth and on time delivery
- Participating in continuing education and training to remain current on best practices, learn new programming languages, and better assist other team members.
- Consulting with engineering staff to evaluate software-hardware interfaces and develop specifications and performance requirements
- Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code
- Documenting very necessary details and reports in a formal way for proper understanding of software from client proposal to implementation
- Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
- Timely Response to customer requests and no instances of complaints either internally or externally
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Deliver
No. | Performance Parameter | Measure |
1. | Continuous Integration, Deployment & Monitoring of Software | 100% error free on boarding & implementation, throughput %, Adherence to the schedule/ release plan |
2. | Quality & CSAT | On-Time Delivery, Manage software, Troubleshoot queries, Customer experience, completion of assigned certifications for skill upgradation |
3. | MIS & Reporting | 100% on time MIS & report generation |