ServiceNow FSM

Job Description:

Design, configure, and customize ServiceNow FSM modules to meet business requirements.

Implement and enhance core FSM processes including Incident, Problem, Change, Request Fulfillment, and Knowledge Management.

Work closely with stakeholders to gather requirements and translate them into functional and technical specifications.

Develop workflows, business rules, client scripts, UI policies, and custom applications.

Collaborate with cross-functional teams to integrate ServiceNow with other systems and tools.

Provide ongoing support, maintenance, and administration of the ServiceNow FSM platform.

Conduct UAT (User Acceptance Testing) and ensure documentation and training for end users.

Monitor platform performance and implement improvements or upgrades as needed.

Follow ITIL best practices and promote their adoption across the organization.

Other Skills:

Strong analytical and problem-solving skills.

Ability to debug complex issues and identify root causes.

Excellent communication (written and verbal) and interpersonal skills

Ability to work effectively in a team environment.

Tools: JIRA/Confluence

Telco industry background.

Job Description:

DEV:

• Develop ServiceNow applications to meet business requirement

• Extend out of the box Knowledge Management to bridge gaps and develop requested functionality

• Create necessary components - templates, widgets, pages and portals - to meet the requested features, including responsive UI and UX

• Create Scripted APIs to facilitate integration with other platforms

• Develop supporting applications for Customer Service Management and Knowledge Management

• Configure export sets and feeds to send data for reporting and analytics

• Work closely with partners, QA and other stakeholders to mitigate risk and maintain momentum

• Ability to debug and troubleshoot code issues using ServiceNow tools and logs.

Other Skills:

Strong analytical and problem-solving skills.

Ability to debug complex issues and identify root causes.

Excellent communication (written and verbal) and interpersonal skills

Ability to work effectively in a team environment.

Tools: JIRA/Confluence

Telco industry background.