ServiceNOW Developer

What you'll be doing

As a Senior Developer with an in-depth knowledge of Service NOW application development. You will be expected to develop and deliver solutions for business projects, work with enterprise architects to align deliverables to application & system architecture to enterprise strategy and deliver individually and/or with the help of a team. You need to have passion to learn and educate fellow associates/subordinates and guide them to follow best practices.

Technical Lead and Senior Developer for the team that develops, maintains and enhances the service delivery and management for VBG on Service Now.

• Architecting/Developing solutions for new user-facing and agent-facing experiences and features using Agent Workspace, Service Portal, Mobile, Virtual Agent and other service channels in Service Now.
• Engaging with Enterprise Architects on HLAs and defining new solutions that adhere to the VBG's NorthStar strategy.
• Designing and developing workflows, sub-flows, business rules to orchestrate the various service assurance flows
• Planning and overseeing releases and deployment towards the various MVPs that are identified
• Monitoring operational metrics and taking actions to keep availability & reliability within the SLAs.
• Optimizing flows & components for maximum performance and efficiency.
• Understanding the VBG service delivery eco-system and identify how to migrate all applicable capability into Service Now efficiently
• Guiding the team on best practices for efficient and streamlined delivery of software to production.
• Guiding teams on maintaining security posture and code quality of applications keeping the tech debt in check
• Identifying chronic production issues, pain points of customers by evaluating feedback and monitoring the NPS to maintain it above the required threshold
• Working with Quality Assurance, UAT & Production Support teams to support releases, troubleshoot progression/regression issues, integration & E2E testing and implement deliverables as per the targeted timelines.
• Continuously ramp up on domain knowledge in eCommerce, Sales, Self service, Billing, Reporting, etc and familiarize yourself not only with the VBG eco-system but other areas of Verizon business as well
• Working with infrastructure teams to implement DevOps capabilities that help streamline the CICD process.
• Leveraging innovative technologies to build proof-of-concepts that hep build customer experiences, reduce pain points in the current experience, provide delight factor to customers.

Where you'll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we're looking for

You'll need to have:

• Bachelor's degree or four or more years of relevant work experience.
• Four or more years of relevant work experience.
• Experience with Service Now especially on modules of ITSM and CSM, CSM Workspace, Service Portal, Workflows, Data sources,Transform maps, Scripted REST APIs, Business rules, Integration hub
• Excellent database skills, proficient in backends like Oracle, with strong working knowledge of SQL, PL-SQL
• Knowledge and experience with DevOps and automation

Even better if you have one or more of the following:

• A Master's degree.
• Experience with Service Now Cognitive capabilities and use of AIML
• Experience with Service Now business intelligence and reporting features like Performance Analytics and Dashboarding
• Certifications in DevOps, Agile.