Job Title

Job DescriptionJob Role : ServiceNow DeveloperExperience : 5 - 10 YearsEssential Skills of the Job: CMDB, ITSMJob Locations: PAN INDIAThe scope of this role includes but is not limited to:- Re-creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms. - Determination of root cause of incidents (configuration vs. defect) - Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents and provide leadership on the issue resolution calls - Deployment of application upgrades and fixes - Responding to automated alerts on the health of systems - Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications - Performing routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status - Adhere to customer and ITIL guidelines for Incident, Problem and Change Management. - Effective call management including logging, monitoring / updating, prioritising and resolving calls in a timely fashion. - Ensures all work is carried out and documented in accordance with required standards, methods and procedures. - Drive high Priority Incidents to closure - Provide documentations on root cause analysis and come up with documents for day to day operations procedures. - Provide / review resolutions to Break Fixes, create scripts, resolve performance issues and work on small enhancements - Customer ManagementAnalytical/Decision Making Responsibilities:- Selects appropriately from applicable standards, methods, tools and applications and use accordingly. - Demonstrates analytical and systematic approach to problem solving. - Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences. - Is able to plan, schedule and monitor work activities in order to meet time and quality targets. - Is able to absorb rapidly new technical information, business acumen, and apply it effectively. - Good appreciation of wider field of information systems, its use in relevant employment areas and how it relates to the business activities of the employer or client.Knowledge and Skills Requirements:- Implementation / Development experience of minimum 5 years in CMDB / Discovery ServiceNow modules - Demonstrable knowledge of Windows server O/S and web platforms such as IIS etc. - General understanding of networking/LAN/WAN/DMZ concepts - Ability to read and understand code (Code-competency) for diagnosis, escalation to development team - Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc. - Creation of simple queries, running pre-defined scripts, configuration, security, and interpreting logs and traces. - General understanding of various IT security concepts as they relate to production environments.Desired technical experience & qualifications- Must to have hands on development experience of minimum 5 years in CMDB and Discovery modules - Java Scripting knowledge and hands on experience is mandatory. - Experience working on Notifications, email scripts, events, inbound & outbound email action, scheduled jobs etc. - Experience with ServiceNow forms, fields, views, lists, UI policy, Data policy. - Good Knowledge on client and server side scripts. - Proficient in writing & debugging Scripts. - Knowledge on Incident, Service Request, Problem, Change management as part of ITSM. - Experience on UI Action, Glide Record, Glide Ajax, Script include etc. - Experience in multiple integrations using Mid Servers (ex .REST API , SOAP, LDAP, SSO)etc. - Experience on Catalog items, Record Producer, Order guide. - Working on enhancements of ITSM / ITOM (CMDB / Discovery) / ITBM modules. - Design and implementation new functionality using Business Rule, Client script, UI policy, Dictionary Override, Script Include etc. - Remediating security vulnerabilities on ServiceNow instances. - Carrying out application deployments, Upgrades and cloning on the servers - Developing Workflows based on Business process requirements is mandatory. - Good at creating required information for Reporting and Dashboards. - Experience on creating users, groups, roles & creating tables and columns. - Experience with ServiceNow forms, fields, views, lists, UI policy, Data policy. - Experience in SLA's & OLA's. - Modification on creation of email notifications. - Experience on data sources, import set, transform map etc. - Experience on Access control list. - Experience in working on creating update set and coordinating their promotion throughout multiple instance. - Good Communication and presentation skills.Supervision Responsibilities:- Provide advice and guidance to colleagues where required. - Work with the junior support analysts to ensure quick resolution of issues. Provide technical guidance to the team - Enable and guide the teams to follow the set ITIL processes - Drive Process Improvement initiatives within the team - Help in technical interviews and onboarding of resources - Point of escalation for any issues within the portfolio - Create documents on work-around steps to be used by other team members - Ensure on-time SLA resolutionOther Requirements:- Should be willing to work on Production support environment. - Flexibility in scheduling with a willingness to work extra non-standard hours - May need to work on two different 9 hours shift, may span across from 7 AM to 11 PM IST. - Ability to work well within a multi-disciplinary team structure, but also independently - Strong interpersonal and verbal and written communication skills - Ability to meet agreed deadlines and service level agreements with demonstrable productivity (Incident Completions etc.) - Culturally diverse and inclusive - Required to work in person from TCS Bangalore and with customer in a virtual environment - Ability to work on multiple issues at the same time and drive the issue resolutionJob Requirements:Education:- Degree in Computer Science or related discipline. - Further or Higher education standard qualification. - Fluent in English language, written and verbal - Other key languages as requiredExperience:- 6+ years in ServiceNow Application Management/development, Operational Support environment/disciplineCertification Requirements:Desirable qualifications (including country equivalents);- ITIL Foundation Certificate in IT Service Management - CMDB / Discovery certified candidate