ServiceNow Development

Roles & Responsibilities:

Assist system management team as ServiceNow developer and work on all types of development task assigned

Understand the existing functionally and customization to work on the enhancements and defects

Act as the first point of contact for all incidents across ServiceNow ITOM/CMDB module

Resolve easy incidents and escalate more complex incidents to the appropriate team

Assign incidents to the correct team based on the issue

Communicate with users to gather additional information about incidents

Document incidents in ServiceNow and track progress until resolution

Identify trends and patterns in incidents and work with the appropriate teams to implement preventative measures

Provide regular reports on incident trends and resolutions to management

Continuously improve incident management processes and procedures

Create knowledge articles for known errors and FAQs

Create or update catalog items and workflows

Always maintain a high level of customer service and professionalism

Mandatory Skills: ServiceNow development, Strong understanding of ServiceNow ITOM/CMDB module and their functionality

Ability to work independently and as part of a team.

Strong attention to detail and organizational skills