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
