Service Now -Tech Lead

About The Role :



Role Purpose

The purpose of this role is to design, test and maintain software programs for operating systems or applications which needs to be deployed at a client end and ensure its meet 100% quality assurance parameters





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

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

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

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     

Competencies

Collaborative Working
Learning Agility
Problem Solving & Decision Making
Effective communication