Roles & Responsibilities

Objectives/Purpose of the Job - Responsible to deliver ServiceNow Solution by designing Service Catalog Tasks process workflow, programming on ServiceNow platform, ensuring quality assurance of ServiceNow configuration/codes and maintenance of it.

Key Responsibilities & Key Result Areas

• Service Catalog Management
• Design, configure, and maintain the organization's Service Catalog within the ServiceNow platform.
• Collaborate with stakeholders to gather service requirements and ensure accurate representation in the catalog.
• Continuously update and improve the Service Catalog to meet evolving business needs.
• Requested Item Processing
• Configure and optimize the ServiceNow platform to efficiently process and fulfill user-requested items.
• Analyze and streamline the request fulfillment process, identifying areas for automation and improvement.
• Ensure timely and accurate handling of requested items, providing a seamless user experience.
• Workflow Automation and Service Catalog Tasks Generation
• Utilize Flow Designer to create configuration-driven workflows and automate Service Catalog Task generation.
• Design and implement efficient and scalable workflows to support business processes.
• Troubleshoot and resolve issues related to workflow automation and Service Catalog Task generation.
• Service Level Agreement (SLA) Management:
• Define, implement, and manage SLAs within the ServiceNow platform.
• Link SLAs to Service Catalog Task and ensure adherence to defined service levels.
• Monitor SLA performance, identify areas of improvement, and propose corrective actions.
• Reporting and Dashboarding
• Develop and maintain reports and dashboards within the ITSM platform.
• Create custom reports to track service performance, SLA compliance, and other key metrics.
• Analyze data, identify trends, and provide actionable insights to improve service delivery.
• Configuration and Customization
• Configure and customize the ServiceNow platform using tools such as Business Rules, UI Policies, Action Buttons, and Script Includes.
• Implement enhancements and modifications to meet specific business requirements.
• Ensure adherence to best practices and maintain version control of customizations.

Qualifications

• Tertiary education in Computer Science / Engineering or related discipline.

Experience

• At least 4-6 years’ experience in ServiceNow development.
• Experienced in ITSM configuration/design/implementation and requirements gathering

Technical / Professional Skills

• Must have strong knowledge on ServiceNow fundamentals, configuration & scripting.
• Configuring, developing and testing solutions on the platform to meet business requirements
• Excellent problem solving & communication skill

Non-Technical / Soft Skills

• Ability to work both independently and as part of a team with professionals at all levels
• Strong commitment to professional and service excellence
• Excellent oral/written communication, planning, project management, networking and influencing skills
• Project planning and task estimation
• Strong analytical skills and logical approach

Tell employers what skills you have

Influencing Skills
Designer
Version Control
Requirements Gathering
HTML
SOAP
Scripting
UI
Soft Skills
Service Level
Project Planning
ServiceNow
Service Excellence
Service Delivery
Business Requirements