Senior ServiceNow Engineer

Job description

ANSR Global is the leading consulting firm for companies seeking to set up global capability centres (GCCs).

It provides a full suite of products and services to its clients, including collaborative workspaces, managed services for site support, and talent acquisition.

We partner with our clients to understand their unique business situations and translate them into actionable insights for a robust talent strategy for their GCCs. (https://ansr.Com/)

About ServiceNow Practice:

ANSR, in collaboration with ServiceNow, is revolutionizing service delivery in Global Capability Centers (GCCs).

This strategic initiative involves co-curating a suite of new products and solutions tailored for the GCCs, leveraging ServiceNow's cutting-edge capabilities.

The establishment of NOW Centers of Excellence (COEs) in GCCs is a key highlight, comprising

Consulting and Staff Augmentation Services dedicated to accelerating the setup of these COEs.

To accelerate the setup of NOW COEs in GCCs, ANSR will be providing advisory and consulting services to build a comprehensive business and roadmap for establishing a successful SN COE at the GCC

ANSR is introducing staff augmentation services for GCCs in India, ensuring flexible capacity and rapid resource deployment.

This initiative aims to accelerate project delivery and meet dynamic demands efficiently

Furthermore, ANSR is committed to building a workforce of high-quality, NOW-trained employees specifically for the NOW COEs in GCCs, providing skilled professionals.

In addition to this, as an internal initiative, ANSR is re-platforming its service delivery to the NOW platform, consolidating the entire service portfolio on NOW.

This strategic shift ensures a connected end-to-end experience for customers, optimizing efficiency and elevating the overall service quality.

Job Description:

We are seeking a highly skilled ServiceNow CSM Senior to join our team.

The ideal candidate will have a proven track record of delivering successful ServiceNow projects, with a focus on Customer Service Management (CSM).

The candidate will be responsible for leading the implementation and customization of ServiceNow CSM solutions, as well as providing technical

guidance and support to junior team members.

Role and Responsibilities:

• Requirement Analysis: Analyzing business requirements and translating them into technical solutions within the ServiceNow platform.
• Platform Development: Developing and customizing ServiceNow applications, modules, and components using various development techniques such as scripting (JavaScript, GlideScript), UI Policies, UI Actions, Business Rules,and Workflows.
• Integration Development: Designing, developing, and maintaining integrations between ServiceNow and other enterprise systems using REST, SOAP, MID Server, and other integration methods.
• Customization and Configuration: Configuring and customizing ServiceNow modules and applications to meet business needs, including custom UI design, form configuration, and data model customization.
• ServiceNow Administration: Administering and maintaining ServiceNow instances, including instance setup,configuration, user management, security controls, and performance tuning.
• Platform Upgrades and Patching: Planning and executing ServiceNow platform upgrades, applying patches, and ensuring compatibility with existing customizations and integrations.
• Quality Assurance and Testing: Performing thorough testing of developed solutions to ensure functionality, performance, and security standards are met.
  
  This includes unit testing, integration testing, and user acceptance testing.
• Documentation: Creating technical documentation, including design documents, configuration guides, and release notes, to ensure clear communication and knowledge transfer.
• Problem Resolution: Troubleshooting and resolving technical issues and incidents related to ServiceNow platform functionality, configuration, and integration.
• Continuous Improvement: Staying updated with ServiceNow platform updates, new features, and best practices to continuously improve development processes and deliverables.
• Collaboration and Communication: Collaborating with stakeholders, including business users, project managers, system administrators, and other developers, to gather requirements, provide updates, and ensure alignment with business objectives.
• Mentorship and Leadership: Providing guidance and mentorship to junior developers, sharing knowledge and best practices, and participating in knowledge-sharing activities within the team and the broader organization.

Experience and Requirements:

• 5+ years of experience with ServiceNow CSM, including implementation, customization, and administration
• Proven experience leading successful ServiceNow projects, with a focus on CSM
• Strong understanding of ServiceNow platform architecture and data model
• Strong technical skills in JavaScript, HTML, CSS, and ServiceNow scripting languages (e.G. GlideRecord, GlideSystem)
• Excellent communication skills and the ability to collaborate effectively with customers and cross-functional teams
• ServiceNow certifications in CSM and ITSM strongly preferred
• Experience with Agile development methodologies

Educational Qualification:

• Bachelor degree in Computer Science engineering or certification in related fields

Required Skill Profession

Computer Occupations