ServiceNow Developer - Self-Service Automation

As a ServiceNow Developer - Self-Service Automation, you will be responsible for designing, developing, and maintaining ServiceNow applications that enable self-service and automation capabilities for staff as well as our Global Service Desk. Your scope of work will include key modules such as Employee Center Pro/Service Portal, Knowledge Management (KM), Performance Analytics (PA), and Virtual Agent. You will work closely with product owners, UX designers, and other engineers to deliver an intuitive and efficient self-service experience for users across the organization. Your role will also involve automating workflows, enhancing user interfaces, and implementing analytics to improve self-service processes and user satisfaction. Additionally, you will contribute to optimizing platform operations, improving performance, and responding to incidents to minimize system downtime.

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.

Preferred Qualifications:

• 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.
• 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

Work Hours: This position requires you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required. Potential Shifts (subject to change based on business requirements): Second Shift: 2:00pm 10:00pm IST; Third Shift: 10:00 pm 7:00 am IST.